Work history
Operations & Customer ManagerLeaf Envy
London, United KingdomFull Time
Operations
- Order management to ensure all D2C orders were processed in time.
- Team manager for 10 dispatch team workers for 1 year - Recruiting, reviews, flexible rota scheduling, HR disputes, weekly meetings & monthly socials.
- Management of courier services - DPD, Quiver, Amazon.
- Reporting and evaluating budget, spend and waste. Since I began in May 2021, I reduced our 'dead stock' value by 75% in the first 5 months and maintained this steady low rate until we moved warehouses in May 2022.
- Created & reported on KPI’s for our 3PL team.
- Buying for all plants, accessories and packaging.
- Interpreting sell through rates.
- Weekly and monthly stock takes.
- Monthly inventory value workings.
Customer Service
- Exclusively responsible for all Customer Service channels since May 2022. This included socials, live web chat, emails and calls.
- Processing returns, disputes and claims with our courier.
- Maintaining an average 4.7 star rating across review and CS platforms
Other projects worth mentioning
- Re-design of packaging that reduced our spend by 50%.
- Project Managed a whole warehouse move from London to Birmingham.
- Completed a project on Retention Rate’s for our new website.
- Start to finish on-boarding for various drop-shipping partners. Including Heka Happy, Juno, Woo Marketplace.
Small tasks I’ve been involved with
- On-site installations.
- Rotering & payroll calculations.
- Purchase orders & invoices.
- Social media help.
- Content creation, video content, blogs.
- E-commerce administration.
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Studio AssistantAbstract House
London, United KingdomFull Time
Customer service - Dealing with customer queries via email and phone. This task needed to be done in a timely and efficient manner whilst keeping in mind the brands tone of voice and guidelines.
Administration - Creating VAT invoices, custom documents and return forms in Adobe Acrobat. Data entry via Google sheets. Efficiently editing website and adding new products via Shopify. Handling courier pick up and drop off deliveries and contacting when necessary - myDHL, DPD local and Royal Mail Click & Drop.
Print technician - Taking orders from Shipstation, printing artwork at correct size using Professional Print & Layout Canon software to then cutting, quality checking and assigning artwork.
Graphics - Creating visuals for branded newsletters, social media content, product lifestyle images etc. All done using programs such as Photoshop, Canva and Adobe Spark. Scheduling content into a social media calendars (Tailwind & later) and programmes.
Order management - Organising and leasing with the production team regarding on-going orders, motivating the team to stay on target and helping when I could to meet the 5pm deadline.
Stock - Keeping check on which items of inventory needed replenishing, checking inbounding deliveries to its corresponding invoice and contacting/chasing suppliers.
Packing - Safely packing each product with 100% recyclable packaging and ensuring they were to a safe standard before dispatch. Loading parcels onto the delivery van is a physical task but not one I was willing to pass up on.
Framing - I was taught the hand-making craft of framing. This requires a high number of quality checks and is another skill I’m proud to have added to my skill set.
Health and Safety - Ensuring that the studio was in line with all Health and Safety requirements and that staff were abiding by these regulations. This involved constant cleaning and voicing solutions to potential risks. During this time COVID-19 regulations were in place.
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Skills
- Shopify
- Sage
- Social Media
- Microsoft
- Adobe Suite
- Admin
- Design
- Textiles
Education
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BA(Hons) Costume Design and MakingNottingham Trent University
- Nottingham, United Kingdom