Kayla Hayward
Available

Kayla Hayward

Social Media AnalystBracknell, United Kingdom
+ Info

0

Connections
Kayla Hayward
Available

Kayla Hayward

Social Media AnalystBracknell, United Kingdom
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.
Projects credited in
  • Waitrose - Recipe Cards
    Waitrose - Recipe CardsImagery for Waitrose Recipe cards featured in-store and POS.
Work history
    W
    W
    Case ManagerWaitrose & Partners
    Bracknell, 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