Carl Faulkner

Senior Customer Happiness & Operations Executive

  • LevelMid Level
  • LocationLondon, United Kingdom
  • AvailabilityLocked Pro Plan feature
  • ProfessionsCustomer Services Executive - Operations Manager - Product Development Manager

Projects

Skills

  • Customer Experience
  • Experience Design
  • Customer Care
  • Communicating Ideas
  • Communications Strategy
  • Customer Communication
  • Customer Journey
  • Product Development
  • Product Innovation
  • Operations

Companies I’ve worked with

View all
  • Songkick

    Songkick

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    • Music
  • T

    TR Fleet Ltd

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    Work history

    2017

    Fulfilment Assistant

    Songkick

    Jan 2017 - Apr 2017
    • London, United Kingdom
    • Internship
    • From August 2016 until the end of March 2017, I worked for Songkick, the world’s leading artist-ticketing and concert discovery platform. As my contract as a Community Assistant at Songkick came to an end in December, I moved over into a new role within the fulfilment team as a Fulfilment Assistant. Key responsibilities included: - Meeting deadlines to ship customer orders on time and with minimal errors. - Logging & monitoring stock levels - Constantly working together with the customer ops team to identify areas in which we can improve processes in order to increase efficiency, cut costs and enhance customer experiences. - Assisting with the organisation and running of live music events. The intended scope for this role was for me to take on more project/reporting responsibility as we moved into Q2, but unfortunately the horizon has changed and we were unable to extend my short-term contract beyond the end of March.

    2016

    Community Assistant

    Songkick

    Aug 2016 - Dec 2016
    • London, United Kingdom
    • Internship
    • When I first joined Songkick, I was on a three-month Community Assistant internship, working in the customer support team. My tenure was extended by a further month in order to cover the biggest campaign in the company's history when Adele’s Wembley Finale shows went on sale during December. Key responsibilities of this role included: - Front-line customer support (Predominantly email & social media) - Direct liaison with artists, management teams and labels - Moderating event listings & ensuring a high standard of data quality - Assisting with the organisation and running of live music events.

    2015

    Product Development Executive

    TR Fleet Ltd

    Oct 2014 - Oct 2015
    • United Kingdom
    • Full Time
    • TR Fleet is a company in the fleet consultancy space, which through DriveSecure; its innovative driver risk management software, helps organisations to manage the risks of employees driving on business. Key responsibilities included: - First point of contact for all DriveSecure customers, suppliers and prospective clients; liaising with both business customers and end users in an account management role. - Project management of a product development roadmap for v2.0 of the Drivesecure software. By capturing user feedback and reporting on the system's usability and technical spec, plans were put in place to relaunch v2.0 in winter 2015/16. - Managing the implementation of various new DriveSecure customers. This helped me to understand the need to take a customer centric approach to client-facing work and ensure that communication is kept at a strong level to facilitate a faultless customer experience. - Marketing responsibilities; digital marketing strategy, e-shots, social media content, writing press releases & rewriting website copy. - Liaison with TR Fleet Australia to ensure our AU/NZ client requirements are being met.

    Education

    2014

    Business Management and Marketing

    Nottingham Trent Univeristy

    Sep 2010 - Jul 2014
    • Nottingham, United Kingdom