Experience

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• United Kingdom
• Advertising Services
• 100 - 200 Employee

• Technical Data Analyst

  • Oct 2023 - Present

  Manchester, England, United Kingdom Responsible for optimising over 400 Google Ads accounts and supporting colleagues as part of the Lead Generation department's technical team. This role includes all activities from Client Services Specialist and Conversion Tracking Specialist, along with the below - Identified effective optimisation strategies, to improve clients' campaigns conversion rates and oversaw their implementation - Worked closely with Strategists in service team to ensure optimisation implementation is… Show more Responsible for optimising over 400 Google Ads accounts and supporting colleagues as part of the Lead Generation department's technical team. This role includes all activities from Client Services Specialist and Conversion Tracking Specialist, along with the below - Identified effective optimisation strategies, to improve clients' campaigns conversion rates and oversaw their implementation - Worked closely with Strategists in service team to ensure optimisation implementation is correctly communicated to clients - Performed health checks on Google Ads account set up and maintained conversion tracking for clients' campaigns - Worked closely with Client Service Specialists in service team to ensure clear communication to client, about actions they need to take on their account or information we need - Hosted support clinics to service colleagues in the Lead Generation department, along with the other two Data Analysts - Worked closely with UX team to identify and provide custom Landing Pages for clients' Google Ads campaign

• Conversion Tracking Specialist

  • Jan 2023 - Sep 2023

  Manchester, England, United Kingdom Provided mostly indirect support to client and direct support to colleagues and internal stakeholders as part of the Lead Generation department's technical team. - Set up conversion tracking for clients' websites for their Google Ads campaign's using Google Tag Manager & Google Analytics 4 - Liaised directly with clients, web developers and platform developers for custom website/3rd system set ups - Created custom HTML, CSS & JavaScript for websites that required more advanced… Show more Provided mostly indirect support to client and direct support to colleagues and internal stakeholders as part of the Lead Generation department's technical team. - Set up conversion tracking for clients' websites for their Google Ads campaign's using Google Tag Manager & Google Analytics 4 - Liaised directly with clients, web developers and platform developers for custom website/3rd system set ups - Created custom HTML, CSS & JavaScript for websites that required more advanced conversion tracking set up - Liaised with analytics platform partners for onboarding new clients and offboarding clients who did not renew their contract - Migrated 1200 clients from Universal Analytics to Google Analytics 4, alongside another two colleagues, between January 2023 and June 2023 - Trained new colleagues on setting up conversion tracking - Supported colleagues on staying up to date with Google's conversions set up in Google Ads - Supported colleagues and stakeholders in other departments with their Google Tag Manager and Google Analytics 4 set ups

• Onboarding Support Officer (Temporary)

  • Mar 2023 - Apr 2023

  Manchester, England, United Kingdom The activities below were to support the Client Onboarding Specialists team, in the Lead Generation department, in a temporary basis: Launched new clients' campaignsa Hosted campaign review calls for clients Identified effective optimisation strategies and saw them through Assisted Client Onboarding Team Leader in seeing clients' onboarding period to the end and moving them to the Client Services team



Add People

• United Kingdom
• Advertising Services
• 100 - 200 Employee

• Client Services Specialist

  • Jul 2022 - Dec 2022

  Manchester, England, United Kingdom Provided direct support to the Lead Generation department's clients in UK, Ireland, USA and South Africa via text, email, voice call, video call and recorded video. - Held Google Ads campaign review calls with clients - Analysed data from Google Ads and Google Analytics to identify effective optimisation strategy for clients' Google Ads campaigns, e.g., keyword optimisation, campaign restructure and new campaign creation (Search, Video, Display, Remarketing & Performance Max) -… Show more Provided direct support to the Lead Generation department's clients in UK, Ireland, USA and South Africa via text, email, voice call, video call and recorded video. - Held Google Ads campaign review calls with clients - Analysed data from Google Ads and Google Analytics to identify effective optimisation strategy for clients' Google Ads campaigns, e.g., keyword optimisation, campaign restructure and new campaign creation (Search, Video, Display, Remarketing & Performance Max) - Worked closely with UX team to support clients in ensuring their website was optimised to capitalise on traffic from PPC Ads - Spotted and pitched opportunities for clients to expand their marketing, e.g., SEO, e-Commerce PPC, Social Media Marketing, Google My Business - Liaised with colleagues and internal stakeholders to ensure client's Google Ads campaigns are set up correctly and well maintained - Maintained clients updated on their Google Ads campaign health, e.g., overdue payments to Google, payment account verification and disapprovals, providing support when needed Show less



Metro Bank (UK)

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Representative

  • May 2022 - Jul 2022

  Manchester, England, United Kingdom Assisted personal and business customers, providing and maintaining Metro Bank's position as number 1 in branch customer service quality in the UK. - Provided customers with in branch account opening - Assisted with setting-up and resetting customers internet banking details - Supported customers with blocking, re-printing and setting up lost, stolen and damaged payment cards - Operated and maintained Teller Cash Recycler machine - Assisted Store and Assistant Store Managers… Show more Assisted personal and business customers, providing and maintaining Metro Bank's position as number 1 in branch customer service quality in the UK. - Provided customers with in branch account opening - Assisted with setting-up and resetting customers internet banking details - Supported customers with blocking, re-printing and setting up lost, stolen and damaged payment cards - Operated and maintained Teller Cash Recycler machine - Assisted Store and Assistant Store Managers in balancing and maintaining ATMs and Magic Money Machines - Provided teller services to customers - Identified and escalated problems in customers' accounts, potential scams, internet banking issues and customer complaints, taking ownership as the point of contact for the customer until the case was mitigated and managing all necessary internal communications for the case

• Customer Service Representative (Secondment)

  • Mar 2022 - Apr 2022

  Cardiff, Wales, United Kingdom Worked closely with store management to mentor and train new to bank colleagues, to achieve graduate level of competency. - Delivered coaching sessions - Coached new colleagues on processes and procedures - Observed and delivered feedback on colleagues' interactions with customers, to colleagues and management - Ensured colleagues had a first point of contact for any questions they had, or assistance they required

• Customer Service Representative

  • May 2021 - Feb 2022

  Bradford, England, United Kingdom Assisted personal and business customers and colleagues, providing and maintaining Metro Bank's position as number 1 in branch customer service quality in the UK. - Provided customers with in branch account opening - Assisted with setting-up and resetting customers internet banking details - Supported customers with blocking, re-printing and setting up lost, stolen and damaged payment cards - Operated and maintained Teller Cash Recycler machine - Assisted Store and Assistant… Show more Assisted personal and business customers and colleagues, providing and maintaining Metro Bank's position as number 1 in branch customer service quality in the UK. - Provided customers with in branch account opening - Assisted with setting-up and resetting customers internet banking details - Supported customers with blocking, re-printing and setting up lost, stolen and damaged payment cards - Operated and maintained Teller Cash Recycler machine - Assisted Store and Assistant Store Managers in balancing and maintaining ATMs and Magic Money Machines - Provided teller services to customers - Delivered Metro Zone sessions, these are part of a Metro Bank initiative in which selected trained colleagues tutor kids in local primary schools about banks and banking; such as, what are banks and what do they do, what are savings accounts and what is budgeting and how to budget? - Identified and escalated problems in customers' accounts, potential scams, internet banking issues and customer complaints, taking ownership as the point of contact for the customer until the case was mitigated and managing all necessary internal communications for the case - Championed the Voice of the Colleague role, as in branch first point of contact for colleagues to bump up questions, suggestions and requests



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Operations & Product Support Executive

  • Dec 2018 - Nov 2020

  Manchester, England, United Kingdom Assisted customers, suppliers and colleagues all over the world to minimise friction and ensure a seamless car rental experience for customers. - Assisted Customer Service with booking process and system requests - Confirmed bookings and requested additional services from suppliers - Supported customers, suppliers and colleagues with translations on all steps of the rental process - Found alternative rental cars for customers - Managed cancellations, no-shows and urgent… Show more Assisted customers, suppliers and colleagues all over the world to minimise friction and ensure a seamless car rental experience for customers. - Assisted Customer Service with booking process and system requests - Confirmed bookings and requested additional services from suppliers - Supported customers, suppliers and colleagues with translations on all steps of the rental process - Found alternative rental cars for customers - Managed cancellations, no-shows and urgent bookings - Ensured additional services identified for clients were successfully negotiated and delivered by suppliers - Established relationships with key supplier stakeholders in various countries, e.g. Brazil, USA, Australia, Thailand, Mexico, South Korea, New Zealand and Portugal. - Co-ordinated communication with partners in order to provide a great customer experience - Proactively and independently worked to meet team and department key performance metrics - Identified and escalated issues where necessary

• Portuguese Customer Service Advisor

  • Mar 2018 - Nov 2018

  Manchester, England, United Kingdom Managed worldwide Portuguese & English speaking clients and suppliers in regards to rental car services. - Helped customers source rental cars, translating, creating bookings and advising on journeys - Managed pre-rental requests and conducted first stages of post-rental claims - Resolved customer queries efficiently timely and ensuring internal resolution metrics achieved - Collaborated with other team members in other departments to ensure customer experience was delivered to… Show more Managed worldwide Portuguese & English speaking clients and suppliers in regards to rental car services. - Helped customers source rental cars, translating, creating bookings and advising on journeys - Managed pre-rental requests and conducted first stages of post-rental claims - Resolved customer queries efficiently timely and ensuring internal resolution metrics achieved - Collaborated with other team members in other departments to ensure customer experience was delivered to a high standard - Mediated between international guests, customers and partners to resolve easy and complex issues - Endorsed customer independence by coaching customers through our website ad app, assisting customers to easily become familiar with our platform and efficiently find any information they needed independently of browser or operating system - Managed customer enquiries by email, phone, live chat - Gathered customer feedback about suppliers and forwarded the information to the appropriate team/department - Researched customers' destination country to ensure I provided all essential information about any legal documentation needed to drive in a different country, for example, International Driving Permit and/or island/border crossing green card



Murder on the Airwaves (Music Group)

• Co-Founder & Bassist

  • Feb 2015 - Jan 2019

  Manchester, England, United Kingdom Co-founded band, created content, performed the songs live and assisted in digital branding. - Song writing, be it as primary songwriter or assisting other band members - Recorded and mixed song demos - Assisted in maintaining social media pages - Organised shows, video recording sessions and studio time



Edge Restaurants (NW) t/a McDonalds

• Crew Member - McDonald's

  • Apr 2014 - Feb 2018

  Salford, England, United Kingdom Worked within a diverse team to host customers and provide the best restaurant experience. - Managed customer orders, ensuring communication of all information necessary in case of dietary restrictions - Operated in a fast paced environment, developing effective customer relations skills - Collaborated with other team members to ensure that all areas of the premises met the appropriate health and safety standards - Assisted with stock replenishment and ordering



Sittin' Pretty (Music Group)

• Bassist

  • Feb 2017 - Dec 2017

  Manchester, England, United Kingdom Created content alongside band members, performed the songs live and assisted in digital branding. - Song writing, be it as primary songwriter or assisting other band members - Created promotional videos and managed demos audio production - Assisted in social media promotion and brand building - Developed and maintained relationships with other artists, producers and managers



HOME Fundraising Ltd

• United Kingdom
• Fundraising
• 100 - 200 Employee

• Membership Acquisition Representative

  • Mar 2014 - Apr 2014

  Manchester, England, United Kingdom Door to door charity membership sales, engaging with people to become a charity member.