About me
A hardworking, self-starter and highly reliable customer service professional, with a passion for helping others. Worked across a number of diverse organisations, namely within retail. Possess valuable experience with delivering solutions for both customers and colleagues under pressure, in a sensitive and diplomatic manner. Able to deal with colleagues at all levels of an organisation with a helpful and cheerful disposition. Highly organised, hold good interpersonal skills written and verbally, including fluent German.
Work history
Customer Service ManagerTime Inc UK
London, United KingdomFull Time
Customer Service:
• Ensuring that all communication with both customers and suppliers is in an efficient and clear manner.
• Managing all customer queries across phone, email, and social channels (Facebook, Instagram, Twitter)
• Ensuring that all sales orders from phone and mail are entered onto the system (Salesforce/Shopify), and delivery dates acknowledged back to the customer are feasible.
• Certifying email correspondents are dealt within agreed SLA timeframes
• Key liaison with third party suppliers to ensure customer orders are managed efficiently and in a timely manner
• Managing six direct report
Admin:
• Producing and delivering reporting to senior management. Reporting across trading, tracking number of emails and calls, returns/cancellations rates
• Analysing sales, customer, acquisition, behaviour and marketing data (Google Analytics, Salesforce and Shopify)
• Organising and supporting content and marketing projects
• Collaborating on Social Media and CRM campaigns
• Reviewing and evaluating weekly KPI achievement and producing an end of week spreadsheet
• Organising weekly and monthly reporting and analysing meeting with the Marketing and Content team
• Finding new ways to increase efficiency, including creating flowcharts, checklists and trackers
• Dairy management for Customer Service team, including keeping team calendars up to date, logging holiday and absences
Radio Presenter
London, United KingdomFreelance
• Presenter of the IndiePendent Session on Shoreditch Radio, a one-hour Specialist show on all things Indie, Electro and Rock.
• Finding new music on Blogs, online and the Radio. Getting into contact with PR companies about Artists.
• Sourcing information on up and coming Bands, reviews of Live shows and latest Gig information.
• Getting Band/Musicians in for interviews and Live sessions.
• Updating and maintaining a great present on Social Media, promoting the show on Twitter and Facebook.
• Weekly uploads of the show on Mixcloud.
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Skills
- Account Manager
- Blogging
- Customer Service
- German
- Radio
- Communication
- Computer Literate
- Excel Skills
- Organisation Skills
- Managment
Education
BA(Hons) . Film Broadcast Production
- London, United Kingdom
Radio Production, Scriptwriting, Lens and Sound, Post Production, Production Management, Researching Communications, Visual Studies, Communications Research Methods, Ethics in the Media, Fictions Production.
A Level
- Swindon, United Kingdom
Media Studies, German, Drama