Experience

PORTICO ACADEMY TRUST

• United Kingdom
• Primary and Secondary Education
• 1 - 100 Employee

• Estates and Facilities Manager

  • Oct 2023 - Present



Firstbase.com

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• CX Specialist

  • Apr 2022 - Sep 2023

  Remote - Acted as a point of contact for clients and their employees to manage the deployment, lifecycle, and return of remote employee equipment. - Helped maintain and build on world-class CSAT scores by proactively targeting problem areas. - Refreshed and updated internal help centre to ensure information is up to date and easy to locate for the Support team to ultilise. - Wrote new help centre articles and process flow documents for newly introduced processes. - Proactively identified… Show more - Acted as a point of contact for clients and their employees to manage the deployment, lifecycle, and return of remote employee equipment. - Helped maintain and build on world-class CSAT scores by proactively targeting problem areas. - Refreshed and updated internal help centre to ensure information is up to date and easy to locate for the Support team to ultilise. - Wrote new help centre articles and process flow documents for newly introduced processes. - Proactively identified and fed back client pain points to product and Customer Success teams. - Utilised Jira to work with logistics, vendor management, and data operations teams to manage and track client issues effectively. - Managed personal Zendesk queue and monitored new inbound tickets and assigned them to other team members based on type and complexity. - Managed specialised Zendesk queues for complex and/or sensitive issues. - Introduced a Customer Experience QA process to identify areas of improvement and capture repeat issues to feedback to management and highlight possible process or training gaps. Show less



B2C Distribution

• United Kingdom
• Retail
• 1 - 100 Employee

• Head Of Customer Operations

  • Mar 2018 - Apr 2022

  Essex, England, United Kingdom - Lead Customer Service, Warranty, and Product Enrichment teams. - Improved team engagement through the introduction of process documentation, training plans and regular 1-2-1s. - Identified and reported on KPIs for operational activities to support resource planning. - Reduced resolution time from 48 hrs to 24 hrs (CX) and 2 weeks to 5 business days (Warranty) through resource management improvements. - Reduced first response time from 4 hours to 1 hour. - Developed SME… Show more - Lead Customer Service, Warranty, and Product Enrichment teams. - Improved team engagement through the introduction of process documentation, training plans and regular 1-2-1s. - Identified and reported on KPIs for operational activities to support resource planning. - Reduced resolution time from 48 hrs to 24 hrs (CX) and 2 weeks to 5 business days (Warranty) through resource management improvements. - Reduced first response time from 4 hours to 1 hour. - Developed SME opportunities to promote staff ownership and improve service-level offerings. - Undertook customer journey analysis and basket analysis sessions with the development and trade teams to eliminate customer pain points. - Performed and reported on regular competitor analysis to ensure best-in-class service offerings. - Introduced content improvements website wide including product translations, size guides, and bespoke product descriptions. - Drove image improvements for own brand product offerings through building relationships with 3rd party photography studios. - Acted as account and operations manager for brand acquisition Optimum Time to include: - Responsible for the day-to-day operational management of all trade operations. - Dealt with new and existing trade inquiries, logistics, order management, and general product inquiries. - Worked with the buying and merchandising teams on forward order planning, production run, and shipping forecasting. - Monitored and processed warranty claims. - Worked with end retailers to educate and encourage self-service solutions and set a process flow for reporting warranty issues. - Lead website refresh, including organising product photography with a third-party studio, technical descriptions, and instruction booklet updates with the factory. - Ensured regular stock counts were undertaken and reported by warehouse teams. - Ultimate responsibility for managing stock at hand, in shipping, in factory, and call off based on forecast

• Ecommerce Content Manager

  • Jan 2014 - Mar 2018

  Shoeburyness / London - Lead the team responsible for on site product content across multiple retail and own brand websites. - Managed team workflow to seasonal launch deadlines in conjunction with Merchandising and Buying departments. - Developed relationships with brands to ensure appropriate assets were received in line with company deadlines. - Reduced product list error rate by working with the warehouse team to highlight and feedback on product issues to brands. - Improved product description and… Show more - Lead the team responsible for on site product content across multiple retail and own brand websites. - Managed team workflow to seasonal launch deadlines in conjunction with Merchandising and Buying departments. - Developed relationships with brands to ensure appropriate assets were received in line with company deadlines. - Reduced product list error rate by working with the warehouse team to highlight and feedback on product issues to brands. - Improved product description and brand pages through keyword research, title structure, imagery, and sizing guide improvements. - Managed product bundle offering to increase cross-sell conversions. - Lead category and filter improvement projects - Lead localisation of product pages through improved translations and iconography. - Wrote technical product copy for own brand and hero product selections. - Managed relationships with third-party studios to improve product photography.



Wetsuit Outlet

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Experience Team Lead

  • Oct 2010 - Jan 2014

  Shoeburyness - Lead the Customer Experience team responsible for advice on and sales of technical watersports equipment and clothing. - Implemented customer contact tracking to gain an understanding of inquiry types coming in. - Introduced fluent language speakers to serve the largest European markets. - Set and managed shift patterns to increase the available cover time. - Acted as an escalation point for complex logistics issues and / or complaints. - Worked with management to introduce a… Show more - Lead the Customer Experience team responsible for advice on and sales of technical watersports equipment and clothing. - Implemented customer contact tracking to gain an understanding of inquiry types coming in. - Introduced fluent language speakers to serve the largest European markets. - Set and managed shift patterns to increase the available cover time. - Acted as an escalation point for complex logistics issues and / or complaints. - Worked with management to introduce a tiered system within the team to provide development opportunities and recognise senior team members.

• Customer Service & Sales Associate

  • Feb 2008 - Oct 2010

  Shoeburyness - Provided advice on product range to customers via telephone and ticketing system. - Exceeded set company metrics for service levels and timescales. - Actioned complaints quickly and escalate if required. - Liaised with warehousing & dispatch teams to action any pre-dispatch changes required by customers. - Act as a main contact point for customers throughout purchase & after sales processes - Liaise with couriers on behalf of customers and resolve any shipping issues within set… Show more - Provided advice on product range to customers via telephone and ticketing system. - Exceeded set company metrics for service levels and timescales. - Actioned complaints quickly and escalate if required. - Liaised with warehousing & dispatch teams to action any pre-dispatch changes required by customers. - Act as a main contact point for customers throughout purchase & after sales processes - Liaise with couriers on behalf of customers and resolve any shipping issues within set timeframes.



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• Commercial Property Claims Handler

  • Jan 2005 - Feb 2008

  Southend-on-Sea - Owned commercial property claims from notification, through to settlement/repudiation. - Adhered to tight company & regulatory requirements and maintained detailed knowledge around current legislation. - Responsible for caseload management and prioritisation to meet internal & external deadlines within a constantly changing environment. - Developed an ability to explain detailed and complex information in a clear manner to external clients. - Liaised with external stakeholders… Show more - Owned commercial property claims from notification, through to settlement/repudiation. - Adhered to tight company & regulatory requirements and maintained detailed knowledge around current legislation. - Responsible for caseload management and prioritisation to meet internal & external deadlines within a constantly changing environment. - Developed an ability to explain detailed and complex information in a clear manner to external clients. - Liaised with external stakeholders within each case to facilitate a fair and quick outcome for clients. - Maintained detailed case files for each claim to demonstrate adherence to regulations at the audit stage. Show less



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Specialist

  • Jun 2002 - Jan 2005

  Southend on Sea, United Kingdom - Appointed to deliver expert, quality-driven service to existing account customers. - Acted on customer prompts to capture data and make changes to accounts in line with agreed procedures across the service centre. - Consistently achieved targets set by the team leader. - Demonstrated ownership of all queries from initial contact. - Proactively educated customers on the features and benefits of their existing business and identified opportunities to cross-sell appropriate products.