Omnipresent

Senior Customer Success Manager

Customer Success Manager - EMEA

A global remote-first company that helps companies employ anyone, anywhere, anytime. From international payrolls to legal and compliance, Omnipresent covers over 150 countries and makes it easy to employ remote talent.

Onboarding Specialist

Monzo Bank

Online bank operating in the UK and US, with over 4 million customers and an award winning customer service department.

Specialised and worked within the disputes team, investigating unauthorised transaction fraud (both card fraud and FPS)

Conducting screening against adverse media lists, politically exposed persons list (PEP) via open sourcing and conducting data driven investigations to ensure that fair decisions and outcomes were delivered for both customers and Monzo in line with internal policies, Mastercard rules and legislation.

Leading coaching sessions with new joiners and being a point of internal escalation for some of the most  complex cases such as authorised push payment fraud/scam, processing chargebacks + arbitrations and account takeovers

Engaging with other banks and financial institutions about reports of fraudulent behaviour and securing fraudulent funds so that they can be returned to victims.

Sending over 100 messages per day (email + in-app chat) to customers, focusing on first touch resolution to ensure high customer satisfaction.Taking inbound calls from customers maintaining an average call time of 9 minutes in line with SLAs.

Working closely with the multiple product teams at Monzo and escalating internal team feedback, and customer feature requests for Monzo's banking app

Customer Operations Specialist

Self Employed

Working with early stage start-ups and small business owners helping them grow their social media accounts by creating original brand driven content. My website is no longer active, but my portfolio available upon request sarahjquraishi@gmail.com

Social Media Marketing Consultant

Pop Brixton

https://popbrixton.org/

Pop Brixton is a community project, event venue and the home to a community of independent retailers, restaurants, street food startups and social enterprises. I joined the organisation as the 2nd member of the Marketing team, reporting directly to the CMO when the company had just 10 people.

Designing a digital marketing strategy from scratch which led to 70% growth in users on social media (total of 100,000 new followers under me) and 40% increase in website traffic from social media posts/shares. Most watched video generated 25k organic views on Facebook (watch below!👇🏽)

Creating original brand driven content incorporating key messages to drive footfall to the venue. Balancing the different segments of a brand that included 50 individual businesses: restaurants, street food brands, retail shops and events! Ensuring all our members were receiving the right amount of coverage. Providing marketing support to first-time entrepreneurs, running social media workshops to set them up for success with their own individual brands. 

Working closely with an external PR Agency to develop and implement a 12-month strategy. Including delivering a monthly press release for them to distribute, and hosting events inviting journalists and influencers to the space. This established a regular presence (at least 3-4 articles on members or the brand every quarter) for Pop Brixton in local and national press; with features and awards from notable publications such as TimeOut, Evening Standard & Olive Magazine. 

Managing a creative team (2 videographers, photographer + junior graphic designer ) to develop brand campaigns incorporating key messaging for emails, direct mail, website and social media.

Reporting on the effectiveness of digital marketing strategy by contributing key data to a quarterly report for senior management and identifying opportunities for improvement.

Marketing Manager

Rocket Internet SE

Joined RideLink, a venture funded by Rocket Internet, a company that builds online startups in emerging markets. Hired into a newly created venture in the sharing economy marketplace, working directly with co-founders on launch of the platform in the UK. Supporting marketing efforts and teams in Germany & Spain to acquire the biggest peer-to-peer car sharing fleet in Europe.

Providing friendly and efficient service to a growing community of car owners and members. Leading the  customer support team to onboard new members to a peer-to-peer lending platform.

Responsible for creating, contributing to and updating help centre resources, improving the customer experience and reducing the workload for the support team.

Launching and managing a company blog working closely with the development team to design the look, navigation, and features.

Project Manager

Conducted quantitative research trials (B2C & B2B) to support marketing & PR campaigns for automotive clients including BMW, Bobcat, John Deere, Scania UK & Honda.  

Managed a team of interviewers who were handling accounts in Australia, Canada, USA and UAE. 
Working shift patterns such as night and early mornings, this role equipped me with the skills to manage a diverse team and keep them motivated to hit targets. 

I still regularly surprise construction workers and builders with my knowledge of Skid-Steer Loader Models 😁

Call Center Supervisor

Ambitious about Autism

Supporting senior board members & marketing director for a newly formed Academy Trust, as part of a project set up by two national charitable organisations.

Gained significant experience in digital communications targeting key stakeholders, developing content and managing an monthly e-newsletter. 

Running a series of events for stakeholders to visit the site where the school would be built, 6 across 12 months. 

Maintaining donor records using fundraising tools, ensuring accurate and accessible record keeping of all activity and relationships and effective use of the database.

Communications Assistant for The Rise School Project

Intern

LUSH | UK & Europe

Sales assistant in various London stores (including Covent Garden flagship store) while I was a student

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