Customer Experience Manager
Aimee.
I’m a Customer Experience Manager at Resolvable. I support our clients and teams to make sure we’re getting the most out of each campaign.
“Things can go wrong. It’s about how you handle that journey.”
In conversation with Aimee.
Last week, we sat down with Aimee, our superstar Customer Experience Manager, to talk about supporting clients, helping people grow and the balance between human judgement and AI.
What experience has shaped how you work?
I used to work for one of Resolvable’s clients, so I’ve seen the benefits from both sides. Having that understanding of customer service from a client’s perspective, as well as the outsourcing side, really helps me know what our staff and clients need to make a campaign a success.
What’s a recent moment you felt proud of?
There’s a lot to choose from! One of the most rewarding parts of my role is seeing people join the business as advisors and then progress. I get to be part of their initial training journey at Resolvable, so seeing them grow from there is really satisfying.
Where does the human touch matter most?
I think empathy and proactiveness are a huge part of what makes a great customer service experience and brings customers back. Things can go wrong; it’s about how you handle that journey. While AI can benefit us across customer service, I believe a human touch in team management and coaching is essential for a cohesive team.
How does AI help you day to day?
For me, AI has transformed our quality assurance and agent assistance at Resolvable. It’s given us the ability to understand our customers and service at a scale that’s often difficult to achieve through human review alone, because of the volume. It’s the perfect supplement to internal quality assurance.
Away from work.
Of course, we couldn’t leave without asking about life outside work.
Where will we find you outside work?
You’ll find me on a walk, in the pub, or doing both!
Something we might not know about you?
I collect vinyl and can’t visit a new place without buying a record. I also have an unhealthy obsession with Le Creuset!