About me
Accomplished Customer Care professional with an interdisciplinary arts background, seeking to utilise my skills and expertise in a new role within Film, TV & Advertising. Well-versed in helping innovate processes that benefit both clients and colleagues.
Work history
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Customer Care ManagerNa'vi Organics
- United KingdomFreelance
- Customer Care Manager for a British health and wellness brand.
- Customer query resolution, maintaining client satisfaction.
- Aligning brand values with tactful communication that effectively resolved customer queries and engaged the brands' customer base.
- Shopify order management.
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Customer Care SpecialistWaitrose & Partners
- United KingdomFull Time
- Managed & responded to 80+ inbound customer calls, emails and enquiries daily, while handling administrative duties which included; signing up new customers, coordinating orders with suppliers and couriers, processing payments in compliance to GDPR, and updating company databases.
- Exceeded first contact resolution targets for customer complaints by pioneering and implementing an agent messaging system to aid colleagues whilst working from home.
- Managed 50,000-60,000 client support requests from Waitrose & Partners over a 3 year period, consistently surpassing Service-Level-Agreement (SLA) rates
- Managed employee training for new recruits over a 3 month period and offered continuous advice, guidance and mentorship on duties and best practices
- Outstanding communication by actively listening and empathetically identifying customers’ needs to achieve satisfaction.
- Key member of the customer service team that consistently scored 96%+ in customer satisfaction surveys.
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Skills
- Problem Solving
- Creative
- Programming Python
- Software Testing
- Social Media
- Email Campaign
- Microsoft Office
- Film Production
- Customer Care
- Customer Engagement
Education
Awards
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Silver Arts AwardParadigm Arts
Specialism - Film Producer