Kallidus Suite - Meet the UK Kallidus Customer Support Team

We always think it's nice to put a face to a name, so here are ours!

Summer 2022

From the left: Steve Frisby, Tilly Martin, Sheena Bolton, Jessica McFerran, Mikala Mayes, Mary Lewis, Tom Harries & Tim Pattison

Tilly Martin (She/Her) - Global Head of Customer Operations

Based in the UK, I started my career at Kallidus in mid-2014 and have worked in a number of customer-facing roles during that time, including Customer Support and Programme Coordinator for our migrations to our current infrastructure platform partner.

I really enjoy leading the Global Customer Operations teams, as it allows me to build great relationships with our customers and colleagues all over the world, influence change and continual improvement across the business, and coach the next generation of Customer advocates. 

Outside of work, I am a massive bookworm, nature lover, and creative crafter (I enjoy anything where I can make something beautiful while making a mess).

Steve Frisby (He/Him) - UK Customer Support Manager

I have been with Kallidus and working with our customers since 2002.  What has been really great about working here is that we build such strong relationships with our customers and really get to understand their needs and help them get the most out of their systems.

My role has changed over the years but my primary focus has always been helping customers and aiming for 100% customer satisfaction. I also mentor new members of the team in my role as team lead, acting as a point of escalation and also deputising for Tilly, Head of Customer Support.

On a personal note, I am married, have two teenage daughters, love cycling and going on long walks across the Cotswolds with our dogs Fletcher and Dougie as a family.

Tim Pattison (He/Him) - Technical Support Analyst

With many years experience in Software Support working with Charities and Local Authorities to provide Accessible Transport services, I joined Kallidus in November 2017 after making a move away from the Transport Sector into L&D systems.

The range of products provided by Kallidus makes for an interesting and varied time in the Support Team and as our product line expands, I’m now gaining an insight into Recruitment and Performance Management systems.

Outside of work, my main interest is music and although no longer performing professionally I still like to record the occasional tune in my home studio.

Mikala Mayes (She/They) - Senior Technical Support Analyst

I have been working in Customer Service for the last few years and came to Kallidus in April 2019, after working in a Financial Institution as a Complaints Handler. I have recently been promoted into the Technical Support Analyst role and have aspirations for further technical roles in the future. 

I enjoy working with people and problem solving, so working with the products Kallidus offers gives me a chance to do both. I am currently working on a project to rebuild and improve the tools used by the Support Team for my Personal Development, as well as increase the efficiency within the support team.

Sheena Bolton (She/Her) - Customer Support Analyst

I started with Kallidus in 2011 and during that time I have covered several roles starting as a trainer, and then later moving into more technically focused roles such as my current place within the Customer Support team. I've been involved with Learning and Development for 17 years in total, and work to apply this experience when helping customers address challenges and achieve goals. 

In my personal time proud holder of the position of Chair of the Board of Governors at my daughter's school; it's fascinating to see the inner workings of the British education system and its challenges, but I'm also excited to help shape the future of our young learners.

I am also a massive advocate for the health benefits of Yoga. 

Tom Harries (He/Him) - Customer Support Analyst

I started working with Kallidus in March 2021, having worked for five years within technical support for a Webhosting company supporting all aspects of their product portfolio. This followed my degree in Multimedia Web Design having graduated in 2015.

I enjoy investigating technical queries and supporting customers with software that can help grow and improve their business. I am excited about the challenge of continuing to work with clients and helping them overcome any obstacles they may have with the Kallidus suite.

Mary Lewis (She/Her) - Customer Support Analyst

I joined Kallidus at the start of May 2021. I have over 30 years experience in customer-focused environments and in a variety of roles: From customer-facing with members of the public to supporting client teams. Delivering training, accredited programmes guided learning and assessor marking, presenting at small and large workshop events using face-to-face as well as using virtual/remote methods.

More recently I’ve worked as part of a Learning and Development team supporting well-known High-Street retailers and I have also enjoyed working as part of a Visitor Welcome Team at our local Cathedral, now that’s an impressive office to work in every day!

Outside of work I like to spend time with family and continue my own learning when I can, most recently trying out willow weaving, I now have a lovely shopping basket and a reindeer sculpture which I’m very proud of.

Jessica McFerran (She/Her) - Customer Support Analyst

I  joined the Kallidus team in September 2021 after working for over 13 years in customer services across different industries, including international relocation.

I enjoy working with people, problem-solving, sharing knowledge, and being a reassuring ear, which is why I think Kallidus is the perfect fit for me.

I am married, with two children, and I love nothing more than making memories with them.

Jessica Bryant-Clack (She/Her) - Customer Support Analyst

As a recent addition to the Kallidus team, I am looking forward to the engagement that this role will bring. Having had experience in many areas I have found a strength of mine is communicating with customers.

I enjoy being able to collaboratively work towards solutions to a problem and all the while creating a positive experience to help guide and support any customers that will come my way.

Outside of work, I like to take the time to play games with my friends and my partner.

Matthew Chambers (He/Him) - Customer Support Analyst

Having recently joined the Customer Support Team, I'm looking forward to gaining expertise and ensuring that our customers get the positive experience and high-quality support they expect from Kallidus.

I've worked with a wide variety of customers in with my past work in customer service roles, from retail worker to lab technician, to supermarket butcher. I'm looking forward to applying my existing skills in new areas and learning a whole set of new ones.

Outside of work I am an avid reader of fantasy fiction and historical non-fiction, and I am also a keen miniature painter and table-top gamer.

Left to right: Tim Pattison, Mikala Mayes, Sheena Bolton, Mary Lewis (back), Jessica McFerran, Tom Harries, Jessica Bryant-Clack, Steve Frisby & Tilly Martin