About me

An articulate, customer focused and pragmatic Case Manager and Social Media as well as Executive Office. Adept in the development and delivery of customer engagement strategies across a diverse range of digital and non digital platforms, with an advanced ability to build and sustain rapport with a diverse range of individuals whilst adhering to brand and compliance guidelines. Additional expertise across all areas of continuous improvement, social media management, creative problem solving, conflict management/resolution, data management, rapport building, leadership and stakeholder engagement. Communicative, diligent, and thoroughly dedicated in all pursuits, now seeking a new professional challenge in which to further develop and apply a highly transferable skill set.

PostsProjectsExperienceTeam

Projects credited in

• Waitrose - Recipe CardsImagery for Waitrose Recipe cards featured in-store and POS.

Work history

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Case ManagerWaitrose & Partners
Apr 2017Bracknell, United KingdomFull Time
November 2017 – Present: Waitrose Head Office - Case Manager – (Social Media/Operational Support and Executive Office). Maintaining full responsibility for delivering an exceptional level of service to Waitrose customers in order to promote customer retention, engagement and satisfaction. Social Media - ➢ Building and maintaining the appropriate knowledge to effectively attend to any problems that may arise through advanced problem solving skills. ➢ Social media management: utilising an array of social media platforms to engage with and support customers in relation to their queries/complaints and ensuring all customer interactions are in adherence to Waitrose brand values and policies. ➢ Utilising investigation skills to resolve any on-going customer issues and raising complaints and requests to Customer Care Managers for further investigation. ➢ Adhering to all GDPR regulations. ➢ Diligently ensuring adherence to all SLAs. Executive Office – ➢ Adapting effectively to a fast paced environment in order to deliver an exceptional level of service to a diverse range of customers. ➢ Liaising with PR and press in relation to any on-going press matters. ➢ Communicating with Branch Managers, Case Managers and CEOs/their Pa’s to discuss and resolve a wide range of customer related issues. ➢ Answering incoming phone calls and emails from customers, involving: taking full accountability for the end to end completion of the customer query/issue and providing all necessary information to ensure a seamless customer journey. ➢ Continuous improvement: proactively identifying and suggesting areas of improvement (both internally and to enhance the customer journey). Operational Support - ➢ Resolving a diverse range of concerns (including billing or product issues) in a swift and professional manner. ➢ Working closely with Buyers to collate all necessary product information. ➢ Gathering all key customer feedback in order to drive necessary service ➢ improvements, in addition to devising and implementing strategies to increase customer clarity across all mediums. ➢ Maintaining an accurate and up to date knowledge of all products and the Waitrose brand at large. ➢ Ensure Waitrose is trading legally at all times.

Skills

• Social Networking
• Social Media Marketing
• Catering
• Catering Management
• Microsoft
• Microsoft Excel
• Microsoft Office
• Microsoft Word
• Microsoft Powerpoint
• Salesforce