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Summary

Customer focused, motivated, articulate and tech-savvy with six years of experience in Customer Service and Online Reputation Management I am looking to supplement my knowledge gained whilst utilising the organisational and communication skills developed through my customer service background. I successfully combined my part-time studies with work and other commitments showing myself to be self-motivated, organised and capable of working under pressure.

Skills

Customer Service

Microsoft Office 

Social Media

Wordpress

Blogging

MailChimp

Examples of writing

Work History

TheSnugg.com

Jul 2015April 2016

Reputation Assistant

• Contacting customers, via phone or email, who have submitted negative Amazon reviews to turn them into positive reviews

• Removal of unauthorized (counterfeit) sellers of our products on Amazon and eBay

• Relaying customer feedback to management

Centura Group

January 2015February 2015

HR Administrator

  • Typing and compiling varied documents
  • Updating and maintaining internal databases
  • Maintaining effective filing and archiving systems
  • Administer HR-related documentation, such as contracts of employment
  • Ensure the relevant HR database is up to date, accurate and complies with legislation

South Thames College

October 2014November 2014

Marketing Assistant

Work experience placement:

  • Developing copy content for South Thames College’s website and copy emails for their clients
  • Admin duties such as preparing marketing materials for Open Day events and finding quotes on promotional items for purchase
  • Researching keywords on Google Adwords to increase the amount of traffic passing through the website.

Joseph Media

January 2014June 2014

Administration Assistant

  • Being the first port of call for all enquiries by answering the telephone and communicating with potential customers on the Live Chat system
  • Respond to emails enquiries, making bookings for courses and sending out regular letters for the courses.
  • Processing attendance sheets for employees
  • Filing and creating documentation such as client letters and proposals.
  • Writing and creation of the monthly newsletter and mail outs using MailChimp.
  • Sourcing, investigating, and writing feature articles on relevant topics for the company blog
  • Website editing and maintenance of the Joseph Media site.
  • Managing client information and delegation of tasks and projects on CRM system, Insightly
  • Maintaining mailing lists - import/exporting from various systems.
  • Book appointments and arrange meeting rooms for clients, guests and delegates who attend training sessions.
  • Welcome and offer guests water, teas and coffees etc. and make sure these and associated utilities are always available.

Call Britannia

October 2010July 2012

Call Centre Agent

Working with various contracted clients;

TalkTalk - Call Quality Assessor:

  • Listened to calls from TalkTalk's Customer Loyalty and Sales department.
  • Allocating calls to Call Monitoring team members from the call database
  • Marked calls following guidelines given by Ofcom, in order to improve customer service levels and the customer experience.
  • I was made a point of contact for the Call Quality monitoring team. I would analyse their work and ensure that they were marking accurately and performing to Ofcom’s standard.
  • Prepared collaboration sessions for team of 20-30 agents.
  • Distributed work to agents and checked any flagged calls put through, ensuring accuracy
  • Provided feedback to agents to improve their performance level.

 

Recyclebank - Customer Care Advisor:

  • Took inbound calls from members who were looking to order vouchers through the reward scheme.
  • Answered general enquiries and set up accounts for new members.

 

Homeserve - Customer Claims Advisor:

  • Answered calls of customers who required an engineer to fix an issue in their homes.
  • Directly phoned engineers to book appointments.
  • Noted complaints or issues a customer had onto the system and forward it to the Complaints department.

 

Education

Shaw Academy

May 2015June 2015

Foundation Diploma in Social Media Marketing and Online Reputation Management

Kingston College

September 2008July 2010

A-Levels

English Language and Literature [A], Sociology [B] and Media                    

Studies [C]                 

Bishop Thomas Grant

September 2003July 2008

9 GCSEs including English and Maths, Diploma in Digital Applications (Equivalent 4 A grade GCSE)