I currently work for Tesco's Social Media Team as a Business Support Executive at the Customer Engagement Centre based in Cardiff.
I've held a background in Creative Media for a number of years; working for the Social Media Department here at Tesco has allowed me to develop my existing skill-sets and learn new ways to incorporate my abilities into a customer focused role.
I have a keen interest in Social Media Marketing, and work on various Media related projects in my free time, alongside my voluntary teaching work.
I increased positive contact for Tesco with a post that went viral covered by the following news and lifestyle websites:
Original post here, along with a few articles posted in relation.
- https://www.facebook.com/photo.php?fbid=1256528577711069&set=o.112463368812803&type=3&permPage=1
- http://www.bbc.co.uk/news/uk-england-37014050?post_id=10153164616696526_10153768738561526#_=_
- http://www.mirror.co.uk/news/weird-news/customer-finds-dead-worm-tesco-8587799
- http://www.telegraph.co.uk/news/2016/08/08/tesco-customer-finds-worm-in-his-cucumber---complaint-takes-unex/
- http://www.unilad.co.uk/viral/man-finds-dead-worm-on-cucumber-supermarkets-response-is-hilarious/
- https://www.facebook.com/LADbible/posts/2828474263866412?pnref=story
Projects
- William The Worm - Viral ContactI'd received contact from a customer; using tone mirroring and thinking outside the box, I believe I promoted Tesco in a positive light and generated a high amount of contact for the business. http://www.bbc.co.uk/news/uk-england-37014050?post_id=10153164616696526_10153768738561526#_=_
Work history
Social Media Executive
Cardiff, United KingdomFull Time
I've recently joined the brilliant Business Support Team with my focused role being that of a Web Moderator.
My role involves spotting potential hot issues, managing and distributing contact that we receive via Facebook, Twitter, Youtube and Google + and ensuring that customers are adhering to our Community Guidelines; removing any inappropriate content accordingly.
I review and moderate all user-generated content and user profiles, whilst relying on analytics to produce hourly and daily reports based on the contact we receive on a day to day basis.
The other side of my role involves dealing with serious customer service issues.
Day to day this involves liaising with our press office, buyers and tech managers in order to assist and respond to escalated customer complaints and queries whilst ensuring we adhere to the polices set in place.
Social Media Manager
- Cardiff, United KingdomFull Time
I'm involved in the day to day management of Customer Engagement, handling contact from customers via Facebook, Twitter, Youtube and Google Plus.
Additional duties include Quality Assurance,ensuring posts are of a satisfactory standard to be delivered to customers, and Web Moderation; organising and distributing contact for other agents to handle.
Skills
- Management
- Social Media
- Marketing
- Retail
- Customer Service
- Media Production
Education
Foundation Degree - Humanities
- Newport, United Kingdom
Studied my foundation access humanities degree with intentions of heading onto Primary Studies with QTS.
Completed my Foundation Degree, moved onto Year 1 of Primary Studies with QTS, however decided to pursue further experience elsewhere as to benefit future pursuits within the education sector.
Bachelor of Technology
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* BTEC Level 2 Certificate in Creative Media Production
* BTEC Level 3 Extended Diploma in Creative Media Production
* Fully CRB Checked