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Work history

Customer Operations SpecialistTrouva
Jun 2019 - Aug 2019London, United KingdomFull Time
• First point of call for customer enquiries regarding the delivery status of orders, issuing of refunds and arranging replacements in cases where original order could not be fulfilled • Became further familiarised with Zendesk and introduced to financial databases via Braintree • Engaged in effective time management such as to guarantee availability to be in liaison with relevant boutiques and delivery services, such as Hermes and DHL, should the need arise • Became further proficient at Excel through consistently and efficiently populating Excel sheets by ensuring the consistent delivery of KPIs, tracking performance and collating customer feedback for the purpose of creating performance reports and measuring insights • Maintained a consistently welcoming, engaging and high quality service throughout my time at the company – during a period in which the collective amount of tickets not yet responded to reached 0 on multiple occasions
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Energy Specialistbulb energy
Jan 2019 - Apr 2019London, United KingdomFull Time
• Became familiarised with software such as Zendesk and Amazon Connect which dealt with sensitive customer information, such as address and billing, and assessed customer queries on the basis of their account details • Served as first point of contact within the company for any queries or concerns addressed by customers and resolved any issues in an efficient and friendly manner – and, where necessary, co-ordinated with senior members of the management to attain a suitable resolution to any issues • Promoted the brand through offering an effective and coherent service which relayed the positives of the company, guaranteed continuous engagement with the company, and offered incentivised packages to encourage retention of service • Maintained the highest standard of customer service throughout by providing a warm and welcoming experience for any customers who would get in to contact via telephone or email

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Skills

• Journalism
• Article Writing
• Cultural Journalism
• Volunteer
• Content and Media Writing

Education

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U
Master of ArtsUniversity of Amstedam
Sep 2019 - Aug 2020Amsterdam, Netherlands
Comparative Literature MA - 2:1 - First (presumptive)
Bachelor of Arts (BA) King's College London
Sep 2014 - Aug 2018London, United Kingdom
Comparative Literature with Film Studies BA - 2:1