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• Main point of contact for escalating queries above Customer Service level directly to Head Office, and responding to customers with their answer/decision • Call, email and social media quality marking and providing feedback to 30+ agents • Weekly reporting through spreadsheets and conference calls. • Processing refunds and awarding credit • High level complaint handling • Dealing with high volume queries through various channels • Setting up and closing customer accounts, loss prevention and account blacklisting
• Edit suite supervisor for a thriving independent TV Production company • Hiring equipment and purchasing tape stock and other media for the post production department. • Greeting external clients, freelance staff and high level TV talent • Organising edit assistant and runners schedules • Overseeing the cataloguing of tape deliveries and ingesting tape and digital media into edit suites • Completing broadcaster delivery requirements (largely Word, and Excel documentation) • Lots of other admin, spreadsheet work, telephone and face to face support