Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I'm a customer care specialist with over eight years of experience in customer experience, client services, and user engagement. I thrive in high-volume SaaS environments, driving process improvements, collaborating cross-functionally, and building strong relationships with customers to boost retention. I’m known for empathetic communication, proactive problem solving, and using data-driven insights to deliver scalable, user-friendly support.…I'm a customer care specialist with over eight years of experience in customer experience, client services, and user engagement. I thrive in high-volume SaaS environments, driving process improvements, collaborating cross-functionally, and building strong relationships with customers to boost retention. I’m known for empathetic communication, proactive problem solving, and using data-driven insights to deliver scalable, user-friendly support.

Brian An Conway

Project Manager, Content Creator, Community Manager, +2





I'm a customer care specialist with over eight years of experience in customer experience, client services, and user engagement. I thrive in high-volume SaaS environments, driving process improvements, collaborating cross-functionally, and building strong relationships with customers to boost retention. I’m known for empathetic communication, proactive problem solving, and using data-driven insights to deliver scalable, user-friendly support.…I'm a customer care specialist with over eight years of experience in customer experience, client services, and user engagement. I thrive in high-volume SaaS environments, driving process improvements, collaborating cross-functionally, and building strong relationships with customers to boost retention. I’m known for empathetic communication, proactive problem solving, and using data-driven insights to deliver scalable, user-friendly support.

Available to hire

I’m a customer care specialist with over eight years of experience in customer experience, client services, and user engagement.

I thrive in high-volume SaaS environments, driving process improvements, collaborating cross-functionally, and building strong relationships with customers to boost retention. I’m known for empathetic communication, proactive problem solving, and using data-driven insights to deliver scalable, user-friendly support.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Customer Care Agent at GotPhoto

April 1, 2025 - April 1, 2025

Provided frontline technical support to US-based clients using GotPhoto's SaaS platform; Led rollout and optimization of live chat, reducing first-response times; Collaborated with Product and Engineering to escalate bugs and propose UX improvements; Analyzed customer behavior to refine automated responses and improve efficiency; Maintained SLA performance while managing high-volume support queues via Freshdesk and Intercom.

Associate, Client Services at Fidelity International

October 1, 2024 - October 1, 2024

Served high-net-worth and institutional clients across the UK with tailored investment support; Promoted the Fidelity brand to drive revenue opportunities; Created internal documentation to ensure clear, consistent communication across teams; Collaborated with Compliance, Product, and Transfers to resolve client issues; Mentored new colleagues through onboarding and shadowing sessions to build client communication confidence.

Manager & Customer Care Representative at Mise Beauty

April 1, 2019 - April 1, 2019

Supervised daily operations to ensure high service standards; Managed social media and marketing campaigns to attract and retain customers; Consistently exceeded sales targets and maintained strong customer relationships.

Special Needs Assistant & Librarian at Queen of Angels Primary School

June 1, 2017 - June 1, 2017

Supported special needs students in developing literacy skills through tailored instruction; Designed interactive learning activities for diverse learning styles; Coordinated school events and field trips to enrich the educational experience.

Manager & Customer Care Representative at Miss Beauty

April 1, 2019 - April 1, 2019

Supervised daily operations to ensure high service standards. Managed social media and marketing campaigns to attract and retain customers. Consistently exceeded sales targets and maintained strong customer relationships.