Experience

Virgin Trains Ticketing

• Travel Arrangements
• 300 - 400 Employee

• Customer Service Assistant

  • Jul 2014 - Present



Dixons Carphone

• United Kingdom
• Retail
• 700 & Above Employee

• Loss Prevention Specialist

  • Aug 2008 - Jun 2014

  • Responsible for ensuring all two-man returns, totaling £17million last year, were processed by reverse logistics teams effectively in order to maximize the value recovered by exiting stock out of the business.• Drove down write offs from returns from £175k to £60k in a 12 month period by reviewing processes and implementing improvements.• Prevented the write-off of £400k worth of stock in the last year where return information for suppliers was incorrect or invalid.• Clawed back a further £50k worth of stock that had been written off by reverse logistics by challenging suppliers who initially refused payment on returns.• Developed and produced KPI data for management team relating to online two-man returns write-offs.• Liaised with reverse logistics teams and contact centre teams to ensure online returns processes were followed correctly with minimal impact to the overall operation and customer experience.• As a result supported stock loss target for the last year of £ 291k (0.07% of total online sales), beating target by £233k• Upskilled to become an online fraud specialist, supporting industry leading cash loss results of £283k (0.05% total sales) and underlying fraud rates of 0.04%. Show less

• 2 man Delivery Support Co - Ordinator

  • Oct 2006 - Aug 2008

  • 1st contact for 16 two-man delivery depots across the UK responding to IS, process, security and ad-hoc support queries.• Responsible for producing KPI data for management team relating to depot performance.• Replaced & upgraded 48 Distribution Centre IBM printers to reduce downtime within a budget of £30K.• Developed & Implemented disaster recovery process for 16 depots across the UK.

• Principal Service Desk Analyst

  • Oct 1996 - Oct 2006

  !st & some 2nd line support for all computer systems (104) in the GroupAnalyst data and create & present reportsPerform UAT on new and updated systemsService Desk representative on Change Advisory BoardLiaison with support group and 3rd party suppliersSet up I T Support Operations in IndiaPerformed job training to Service Desk personnel