Experience

Everyone TV

• United Kingdom
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Senior Customer Experience Agent

  • Feb 2021 - Present

  In this role, I play a key part in the Customer Experience Operations by providing excellent frontline customer support to over a 2 million-strong customer base. I improve the customer service response times, I improve first-time resolution and overall customer satisfaction. In addition to supporting customers, l identify gaps in the self-serve content offering on the Help Site and propose new FAQs as well as amendments. A critical part of my role is helping with technical escalations with the development team, providing clear descriptions to help with the efforts to identify new issues and find quick resolutions. Main Tasks and key responsibilities • To consistently deliver an outstanding level of customer service. • To respond to emails in a timely and professional manner. • Resolve customer queries across multi-channel platforms when required to do so e.g. phone, emails, social, online reviews. • Convert positive customer experiences into online reviews. • Correctly categorise and take details of enquiries & complaints. • Escalate any issues or complaints to your team lead where necessary. • Identify knowledgebase gaps and propose new FAQs and templates to better serve customers. • Identify, escalate, and drive solutions for new issues, trends, and potential bugs. • Develop and maintain customer reports through social analytics tools along with analyzing findings and providing product recommendations, tool tips and/or bug fixes for partner teams. • Provide analysis and insights from customer contacts, and present the data that helps us understand how our users interact with our product. • Provide support for our outsourced call centre. While I was working at Freesat we went through a merge of companies with Digital Uk. This meant I was an integral part of training the managers and staff coming from Digital UK on all Freesat customer service systems and the products that we sell to the public and the services we provide. Show less



onefinestay

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Service Executive

  • Jan 2020 - Feb 2021

  In this job I was responsible to the following tasks • Responsible for responding to all customer communication and resolving all queries and complaints. • Using Jira and Salesforce to note all communications with customers. • Making sure I follow all GDPR rules when corresponding with customers. • Handling customer complaints in a quick and precise manner. • Answering calls from customers with issues or just general queries. • Creating service tickets for issues using Jira. • Creating home issue tickets using Jira. • Troubleshooting issues for customers with the homes wifi/ Heating / TV • Corresponding with other teams in the business to get issues sorted for the guests quickly, such as getting something delivered to the customer or getting a repair person round to fix home issues. • Following up with customers who have reviewed their experience with my service. Show less



A2Dominion Group

• Non-profit Organizations
• 700 & Above Employee

• Customer service advisor tier 1

  • Dec 2019 - Jan 2020

  In this role, I was responsible for the following tasks. • Answering inbound calls from customers. • Using live chat software to talk to customers. • Using Zendesk to change details on the customer's profile. • Responding to emails from Customers. • Taking Payments for people's rent. • Creating service tickets for issues in people's homes using Zendesk. • Following GDPR rules. • Handling customer service complaints and raising to higher teams if need be. In this role, I was responsible for the following tasks. • Answering inbound calls from customers. • Using live chat software to talk to customers. • Using Zendesk to change details on the customer's profile. • Responding to emails from Customers. • Taking Payments for people's rent. • Creating service tickets for issues in people's homes using Zendesk. • Following GDPR rules. • Handling customer service complaints and raising to higher teams if need be.



Petplan UK

• United Kingdom
• Insurance
• 1 - 100 Employee

• Customer service

  • May 2019 - Jan 2020

  In this role, I was responsible for the following tasks. • Answer inbound calls from customers • Follow GDPR rules. • Take information and explain the claim process to the customer. • Inform guest of the terms and conditions of there policy. • Understand and be proficient in several different tiers of pet insurance. • Understand the laws of the insurance sector. • Understand that I was in a regulated industry. • Answer any question asked by the insurance ombudsman. • Deal with customer complaints and raise to higher teams if needed. • Sort out and help people with debt in payments. • Help people with the grief of their pets death. Show less



Kingdom Services Group Ltd

• United Kingdom
• Security and Investigations
• 400 - 500 Employee

• Environmental Protection Officer

  • Dec 2018 - May 2019

  In this role, I was responsible for the following tasks. • Issuing fixed penalty notices to offenders, in contravention of the Environmental Protection Act 1990 and Anti-Social Behaviour Crime and policing act 2014. • Monitor and approach offenders if they break the rules. • Go to court if need to put across evidence of this. In this role, I was responsible for the following tasks. • Issuing fixed penalty notices to offenders, in contravention of the Environmental Protection Act 1990 and Anti-Social Behaviour Crime and policing act 2014. • Monitor and approach offenders if they break the rules. • Go to court if need to put across evidence of this.



WHSmith

• United Kingdom
• Retail
• 700 & Above Employee

• Supervisor

  • Oct 2018 - Dec 2018

  My roles at this job are below. • Talk with customers and assist them with any help they need. • Take in stock of the delivery van. • Scan all stock into the system so we have a correct and up to date stock profile. • Work on and understanding the cash register. • Understand the terms and conditions of the returns policy. • Cash up the tills in the store. • Open and lock the store on a daily basis. My roles at this job are below. • Talk with customers and assist them with any help they need. • Take in stock of the delivery van. • Scan all stock into the system so we have a correct and up to date stock profile. • Work on and understanding the cash register. • Understand the terms and conditions of the returns policy. • Cash up the tills in the store. • Open and lock the store on a daily basis.



Cineworld Cinemas Ltd

• United Kingdom
• Movies, Videos, and Sound
• 700 & Above Employee

• Team member

  • Sep 2018 - Oct 2018

  My roles at this job are as follows. • Talking to customers face to face. • Following and understanding health and safety protocols. • Following food health guidelines. • Preparing popcorn and hotdogs for customers. • Cleaning multiple cinema screens in a tight time frame making sure everything is as clean as possible. • Helping customers by rectifying issues with tickets My roles at this job are as follows. • Talking to customers face to face. • Following and understanding health and safety protocols. • Following food health guidelines. • Preparing popcorn and hotdogs for customers. • Cleaning multiple cinema screens in a tight time frame making sure everything is as clean as possible. • Helping customers by rectifying issues with tickets



Haven

• United Kingdom
• Leisure, Travel & Tourism
• 700 & Above Employee

• Call Centre Advisor

  • Aug 2017 - Sep 2018

  My role for this job is as follows. • Answering inbound calls from customers. • Following GDPR rules's • Selling caravan or camping holidays to guests. • Responding to complaints from guests and putting to higher teams if need be. • Making strict targets on sale and call time. • Helping with issues the customer had on the website with not being able to find the holiday they want. • Helping with payment issues on the website. • Understanding all terms and conditions within the company. Show less