Experience

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  YT Industries

  • Customer Service

    • Jun 2020 - Present

    Part of a core team of six tasked with bringing a mid-sized, B2C bicycle brand to the UK. My specific role was primarily within customer service, tasked with putting in place the processes to ensure effective after care for UK customers.As the business has matured, my role has evolved to encompass oversight of the overall customer care provided by the team, ensuring consistent and exemplary service, through effective monitoring, as well as training and mentoring.I am also involved in several projects around social good and environmental responsibility. * Tasked with creating and implementing effective UK based customer service protocol for UK customers. * Took company Trustpilot score from 2.2 to 4.8 in the first 2 years, where it has remained since. * Delivery of exemplary customer care on the phone, via email and face to face at events around the country. * Ensure UK team consistently meets or exceeds global CX KPIs. * Collaborated on industry wide solutions for end of life carbon fibre and ebike batteries. * Established and spearheaded charitable foundation supporting community based, volunteer led trail access groups, raising over £10k to date.

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  Freemotion Cycle Tours

  • Las Palmas de Gran Canaria, Canary Islands, Spain

  • Sales Staff

    • Nov 2019 - Mar 2020
    • Las Palmas de Gran Canaria, Canary Islands, Spain

    Taken on as seasonal staff in a chain of stores offering cycle rental, tours and complete holiday packages on Gran Canaria. Within the first month of starting with the company, had been tasked with running the newest addition to the chain, set within a luxury hotel in the south of the island.The next phase of my employment, to oversee the expansion of the business to the island of La Gomera, was brought to a close when the company filed for ERTE as a result of the Covid lockdown.

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  Evans Cycles

  • Sheffield, England, United Kingdom

  • Assistant Retail Manager

    • Apr 2018 - Oct 2019
    • Sheffield, England, United Kingdom

    Employment started as shop staff at a prominent chain bicycle shop during a temporary stint while traveling. My professionalism, flexible approach and attention to detail meant I was promoted to the management team. Played a pivotal role in overseeing day-to-day store operations, including keyholding responsibilities, coordinating staff deployment to meet store requirements, providing comprehensive training and mentorship to personnel, and monitoring and reporting on key performance indicators (KPIs) as part of a collaborative management team of four.As the designated order book manager, assumed ultimate accountability for all incoming inventory. Directly engaged in managing customer bike orders, facilitating seamless communication between customers, warehouses, and workshops to ensure exceptional service delivery. I thrived on being a single point of contact for anything relating to customers, being able to service customers’ needs to a high standard by creating strong and meaningful relations with all relevant departments.

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  Yonder Climbing Wall and Co-Working Space

  • London, England, United Kingdom

  • Startup Manager

    • Feb 2016 - Jun 2017
    • London, England, United Kingdom

    Member of the three-person core team behind a revolutionary indoor climbing facility, now recognized as one of the premier centres in the UK. Leveraged extensive prior experience within the indoor climbing industry to translate the visionary concepts of the design-oriented directors into tangible, operational realities. Collaboratively executed on the design directives to deliver a polished and functional end product.The centre focusses on being a community hub, whilst still being able to host national level competitions. It has created over 100 jobs, with borough councils looking to recreate the model elsewhere.

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  Mechrom Limited

  • St Mawgan, Cornwall, United Kingdom

  • Director

    • Jul 2013 - Jan 2017
    • St Mawgan, Cornwall, United Kingdom

    Founder, owner and director of a company developing a cost effective, modular children’s attraction to be used in climbing walls. Within this understandably diverse and varied role, I was involved in all aspects of the business, from operations, customer relations, design, project management and marketing, to oversight of manufacturing, finance and engineering.Throughout my time in this venture I’m proud to see my vision become a reality. With sales as far afield as Asia and Latin America I know Mechrom apparatus will be used by children all across the world.

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  Southbrook School

  • Exeter, United Kingdom

  • Science support

    • Sep 2011 - Dec 2014
    • Exeter, United Kingdom

    Teaching support, teaching and lab technician within the science department at a school for secondary aged pupils with multiple, complex learning needs.

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  Woodbury Salterton C of E Primary school

  • Exeter, United Kingdom

  • Teacher

    • Sep 2010 - Jul 2011
    • Exeter, United Kingdom

    Primary school teacher to Years 4 and 5