Lee is a brand new face at Cinapsis, having joined the team last month as Customer Support Representative. He brings with him 19 years of experience working alongside a vast range of healthcare professionals and supporting them to achieve the best possible outcomes. His passion and drive for helping others make him a great addition to the Cinapsis team.
1. Tell us a bit about yourself and your professional background.
I have been working in customer care for 19 years, and my career has certainly changed during this time. From retail services to healthcare settings, I’ve worked across a number of different industries. Within some of these, I was able to gain experience working directly with clinical leads and patients within the NHS.
Without a doubt, my favourite part of customer support is working closely within a team to solve problems and to look for ways to improve different processes. It is a privilege to be able to support my colleagues and help drive genuine improvements for my clients.
I have always believed that feedback is crucial to providing a high level of service, so embedding this in the way I help customers solve the issues and pain points they are facing helps me know I’m making a real difference. This always makes my day.
2. When (and why) did you join Cinapsis?
I have only just joined Cinapsis, taking up my role in November 2022. Before this, I worked for another health tech company that dealt specifically with men’s health issues.
It was the opportunity to pursue my passion for customer care and user experience in a fast-paced, health tech company, where I’d be helping support both patients and clinical staff, which drew me to the Customer Support role at Cinapsis. It ticked all the boxes for me in terms of the positive impact I’d be able to make.
3. What specific skills and experience do you bring to the role?
My journey in customer care began in 2005. From obtaining a NVQ Level 2 in Retail Operations to completing Part One of the Consumer Contact Association Course, I quickly gained a strong understanding of the fundamentals of customer care and consumer rights.
Since then, I have continued to develop my knowledge in a variety of roles. Working alongside a variety of different clinicians, paramedics and support staff has helped me develop a number of key skills, including building strong relationships with senior staff and communicating quickly and effectively with customers. I am always keen to learn, listen and ensure everyone is treated with respect.
Having been a team leader in healthcare settings for over 7 years, I have learnt to observe problems from a customer’s point of view. I am deeply committed to ensuring customers receive the best outcomes and are able to approach me at any time.
4. What does a typical day look like in your role?
So far, I have spent time meeting with other departments at Cinapsis and learning from my new colleagues. It’s a really supportive team to be part of and I’m excited to learn as much as I can!
Once I have found my feet, users will be able to find me in the Customer Care team checking emails, tickets and speaking with customers via the telephone and live chat functions. Any issues will then be escalated to our development team, with customers kept up to date with their cases every step of the way.
I will be passing on feedback and acting as a voice for customers to ensure our product continues to be the best it can be.
5. What’s the best thing about being in the Cinapsis team?
The team is amazing and very supportive. It was really encouraging to discover the level of teamwork that exists right across the business. During my first week, my colleagues went above and beyond to ensure my onboarding was a complete success. It’s also so exciting to be working on such a game-changing product for those working in healthcare.
6. What are your aims and ambitions for the remainder of 2022?
I am excited to continue learning all about the work Cinapsis is doing and to provide the best and most comprehensive advice to our users and customers. I’m also keen to help positively shape and develop the customer journey.
On a personal note, I’m looking forward to building on my previous experience and developing new skills. I’m always striving to further my personal growth and development, and I’m excited to learn more from my new colleagues at Cinapsis.
7. What does the next year hold for Cinapsis? What are you excited about?
I am excited to be a part of the company’s growth over the next year, with lots of exciting new projects and partnerships already in the pipeline. It will be amazing to contribute to this growth and watch the impact Cinapsis is having continue to develop and expand as time goes by.
8. Have you got any fun or interesting facts we should know about you?
I’m a Type One diabetic and completed the million step fundraising challenge in 2021. I raised £723 in total for Diabetes UK. It’s something I’m really passionate about; I’m always keen to talk about the condition I’m living with, in the hope it helps others in a similar position.
My fear of swimming and heights led to me having hypnotherapy which has subsequently allowed me to start swimming lessons and overcome my fear of heights – it really works!
I am also a published author and have written a novel, called A British War Dance. I love the 1940s and dance Lindy Hop with my wife. (If you have never tried it – look up classes in your local area.)
9. How can readers contact/connect with you?