Melanie Puttnam
About Melanie Puttnam
Melanie Puttnam is a Senior Customer Service Manager at The Economist, where she has worked since 2020. She previously managed customer support at Ladbrokes Coral and has a strong academic background in microbiology and biology.
Work at The Economist
Melanie Puttnam has served as the Senior Customer Service Manager at The Economist since 2020. In this role, she has focused on enhancing customer service operations through the development of technology improvement roadmaps. She has implemented process-driven strategies aimed at improving quality assurance and complaint handling within the customer service department. Puttnam has utilized her advanced proficiency in Salesforce and ServiceNow to streamline customer support processes, contributing to a more efficient service delivery.
Previous Experience at Ladbrokes Coral
Prior to her current position, Melanie Puttnam worked at Ladbrokes Coral as the Customer Support Team Manager from 2014 to 2019. During her five years in this role, she was responsible for overseeing customer support operations and ensuring high standards of service. Her experience at Ladbrokes Coral provided her with valuable insights into customer service management and team leadership.
Education and Expertise
Melanie Puttnam holds a Doctor of Philosophy (PhD) in Microbiology from Imperial College London, which she completed from 2008 to 2012. She also earned a Bachelor of Science (B.Sc.) in Biology from the University of Kent, where she studied from 2005 to 2008. Her academic background in the sciences complements her expertise in customer service management, particularly in process improvement and technology integration.
Background as Research Scientist
Before transitioning to customer service management, Melanie Puttnam worked as a Research Scientist at the University of Exeter from 2012 to 2013. This role allowed her to develop analytical skills and a strong understanding of research methodologies, which she later applied in her customer service career.
Skills in Team Development and Collaboration
In her current role, Melanie Puttnam has led training initiatives aimed at enhancing team skills in real-time customer service and user acceptance testing (UAT). She has contributed to the integration of collaboration tools such as NiCE, Slack, and LucidChart, which have improved team efficiency and communication within the customer service department.