Shauna Hatch

Customer Service Advisor

FollowUnfollow

Join our Pro Plan to message Shauna

You can only message people who are following you. If you’d like to message this person, simply join our Recruiter Pro Plan.

  • LocationUnited Kingdom

About me

 

I'm a first class BA (hons) business management and marketing graduate from the University of Westminster (class of 2014). I'm currently a customer service advisor at Paperchase (head office) for customer communications received through digital and traditional channels. Knowledgable in communications, social media and exceptional service, I am currently looking for my first full step into marketing and PR.

Skills

 

  • Marketing PR
  • Copywriting
  • Blogging
  • Email Marketing
  • Market Research
  • Marketing Strategy
  • Social Media Marketing
  • Proofreading
  • Web Content
  • Popular Culture
  • Communications
  • Excel
  • Office
  • Powerpoint
  • Word

Work history

Currently

Customer Service Advisor

Paperchase

Mar 2015
  • Providing daily support for customers throughout their 'customer journey' in physical Paperchase stores and our eCommerce websites (UK , EU, FR and US) and aftercare via the customer service email helpdesk via Zendesk and over the phone. Key areas of support include product queries, stock locating, order tracking and maintenance of fulfillment (for orders placed on a standard UK, international, Collect Plus and Click & Collect service), payment troubleshooting (PayPal and Sage Pay), international order support (specifically US and Canada), website functionality troubleshooting, mail and bulk order accommodation and feedback handling for complaints and positive feedback. Additional duties also include customer support and query escalation via social media platforms (primarily Twitter and Facebook) and Feefo; alongside assisting in the development of Paperchase's new Treat Me loyalty and perk-based reward card on both a store and customer support level. In reflection of my background and interest of social media and marketing, I have also been co-supporting the marketing team with daily engagement, monitoring and customer communications over Paperchase's Twitter and Facebook handles since September 2015; with a total audience of 136,000 fans and 26,000 followers. Core systems used on a daily basis includes Zendesk, Merret for omnichannel supply chain management and Magento as a content management system for eCommerce, customer account management and order support.

2015

Team Member Jewellery Ambassador

Oliver Bonas

Jul 2013 - Feb 2015
  • Daily duties included customer sales through service, POS till transactions, rotational stock replenishment and general visual merchandising. Additional duties included the monitoring and analysis of sales statistics and best-selling lines (particularly jewellery) to logically aid the display and placement of specific product lines in store, daily banking, maintaining inter-branch transactions and click and collect orders and implementing both in-store and online sales promotions. Occasional duties also included training new staff store hires; both permanent and temporary.

2014

Marketing & Public Relations Assistant

Simply Media Publishing Ltd

Mar 2014 - Jun 2014
  • Marketing and Public Relations Assistant for LeadPoint UK, an operating brand of Simply Media Publishing Ltd. Duties included running and maintaining LeadPoint's social media platforms including Twitter, Facebook, LinkedIn (As Simply Media Publishing Ltd) and the LeadPoint blog. Activities within this included updating all platforms daily (where applicable), generating discussion amongst followers, clients and potential clients, informing clients and others of communication updates from LeadPoint (such as new blog posts) alongside sharing/discussing industry specific news regarding consumer finance. Additional duties included copywriting generated blog posts and advertorials for LeadPoint before they are made publicly available or sent to press while occasionally writing blog posts independently on behalf of LeadPoint. Alongside this, tasks regarding branding for LeadPoint and front of house clerical duties were also implemented.

2010

Human Resources Advisor EMEA

Bloomberg

May 2010 - Sep 2010
  • (Summer internship placement) Duties included maintaining and updating databases and internal systems for all professional skills courses and linked components within the Bloomberg ‘terminal’ system, assisting in general HR duties such as new hire orientations, intern events and internal/external telephone enquiries, assisting with the delivery of professional skills - courses to employees alongside writing and publishing a series of ‘follow-up’ development guides for such professional skills courses that are currently in use in the London, New York and Tokyo Bloomberg Offices.

Education

2014

Business Management Marketing

University of Westminster

Aug 2011 - May 2014

    Awards

    2013

    University of Westminster Achievement Award

    • Awarded for being one of the highest achievers in terms of level 4 and 5 achieved individual module grades and overall degree grade within Westminster Business School.

    2011

    Career Academies UK 2011 graduate

    • Alongside graduating from The Academy of Information Technology, I was also the recipient of the

    2011

    Gold Level Scholarship Award

    • I was awarded a gold level scholarship based on academic achievement to study at the University of Westminster during the course of my degree. The scholarship itself waivers all fees I would usually be required to pay to study at the university.

    2010

    Lambeth College Student Ambassador of the Year 2010 and 2011