Experience

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  We Are Hydrogen

  • Community Manager

    • Aug 2021 - Present

    In my current role I am responsible for building and engaging with online communities for and on behalf of our clients. Our community management service involves different ‘sub-services’ which include first line customer service, outreach, and brand protection/crisis management. I am the sole community manager in Hydrogen and responsible for delivering this service effectively to align with the wider strategic direction of our accounts. Since starting this role, I have built confidence in presenting in front of an audience, by delivering training sessions on social media customer service/community management to both my colleagues and clients. I have also been involved in working on new business pitches and proposals for potential clients, and in summer 2023 I was successful with a community management proposal for AGS Airports which is currently worth almost £55,000 per year to Hydrogen. Other responsibilities and achievements include:• Manage our in-house social media management tool, Agorapulse, research other tools to improve our ways of working and service offering.• Develop community management strategies and processes specific to individual client needs. • Keep fully up to date with changes in community capabilities across all relevant platforms. • Provide regular reporting on community management for both clients and internal purposes, showing key highlights, number of conversations handled, average response time etc. • Build trust and relationships with clients and work with the wider Hydrogen team to grow each account. • Oversee a partnership with another agency to provide out of hours support for AGS Airports, by reviewing their performance and regularly provide feedback, training and updates.

• 

  Capita Remediation Services

  • Glasgow, Scotland, United Kingdom

  • Case Handler/Reviewer

    • Oct 2018 - Aug 2021
    • Glasgow, Scotland, United Kingdom

    I assessed claims for a number of different reasons, including negligent financial advice, investment fund mismanagement, fraud and return of property. I was fully in charge of my own caseload which involved working on up to 40 cases at the same time, from start to finish. It was my job to investigate claims and assess them strictly based on internal procedures and wider regulatory rules set by the FCA to reach a fair conclusion. If a claim was successful, I calculated compensation for any loss customers suffered and provided detailed correspondence explaining decisions. Due to consistent performance, I was selected by senior management to be the sole handler in the office for tax mitigation claims, which were often claims from High Net Worth individuals and required a lot more diligent work. I was also accredited as an investment QA case reviewer and performed this in a step up basis. Other responsibilities and developed attributes included:• Knowledge of different investment products including portfolios, bonds, CIS and UCIS, EIS and other tax mitigation schemes.• Claims assessment from start to finish, communicating with customers, clients and representatives throughout the full claims process, either through free flowing written or oral correspondence.• Examined complex entities such as Estates, trusts and small companies. • Ability to manage and present large amounts of files and make reasoned and justifiable decisions based on claims evidence.• Review claims assessed by other handlers and provide appropriate and constructive feedback. • Perform background checks on individuals for security processes and claim eligibility.

• 

  Three UK

  • United Kingdom
  • Telecommunications
  • 700 & Above Employee

  • Social Media Care Advisor

    • May 2016 - Oct 2018

    In this role I worked as a part of a team of social media advisors responsible for managing customer interactions over emerging social media channels, communicating Three’s vision and facilitating brand engagement, whilst taking end to end ownership for complaint resolution.• Managed customer interactions over social media channels, including Twitter, Facebook and GooglePlay.• Ensured conversations covered both reactive and proactive engagement.• Executed social media strategy ensuring escalations were managed from start to end.• Complaint resolution for complaints generated through social channels as well as webchat and email. • Worked with wider team to provide insight and feedback on both customer and employee processes. • Consistent in meeting and exceeding individual monthly and yearly KPIs.

  • Customer Relations Advisor

    • Aug 2014 - May 2016

    This role saw me work as part of a team of advisors taking inbound customer complaints. It was my responsibility to take full ownership of every complaint, seeing the case through until a suitable resolution could be found. First Contact Resolution was one of my KPIs, but with certain complaints this could not be achieved. As well as taking inbound calls on a real time basis, I also had to manage a caseload for the complaints which could not be resolved on the first call and provide call backs on behalf of other unavailable team members. The general nature of the calls and environment as a whole proved to be quite stressful at times, especially as I was working on top of my studies, but I was always able to remain calm and positive under extreme pressure and within emotive conversations with customers. I feel that this role in particular has developed skills that could be applied to any role – I now have a personal resilience to keep going and achieve goals when I am faced with a complicated issue whatever it may be.

• 

  Parseq

  • Customer Service Advisor

    • Jul 2012 - Aug 2014

    In this position, I took calls from potential customers to arrange appointments for loft and cavity wall insulation and boiler surveys. My main responsibility was to provide excellent customer service on every call whilst maintaining a polite and professional manner in a busy call centre environment. I also carried out admin work and data collection during certain campaigns, as well as provided training and assistance to new starters.