Experience

capcad.io Brasil

• United Kingdom
• Software Development
• 1 - 100 Employee

• Web Developer & Digital Marketing

  • Mar 2023 - Present

  - Redesign and development of responsive website. - UX copywriting - Set up and management of Google Analytics, Google Tag Manager and Google Ads - Optimisation of Google Ads - Social media management. - Redesign and development of responsive website. - UX copywriting - Set up and management of Google Analytics, Google Tag Manager and Google Ads - Optimisation of Google Ads - Social media management.



The Book of Everyone

• United Kingdom
• Consumer Goods
• 1 - 100 Employee

• Customer Care Supervisor

  • Jan 2020 - May 2022

  - Management of a customer happiness team that delivered >97% rate of customer satisfaction. - Supporting customers to use services and create meaningful personalisations, providing creative alternative solutions when needed.Investigating issues raised by customers, taking steps to replicate them in order to raise concise technical investigation, and following up with final testing upon resolution.- Ensuring our help centre held relevant up to date information required by our customers to fully understand our products and services.- Presenting salient customer service metrics and issues through weekly team meetings. Show less

• Content Writer

  • Oct 2019 - May 2022

  I wrote campaign emails for Christmas and other special occasion campaignsI created SEO content to drive organic traffic to our site.

• Customer Insights

  • Jan 2018 - Jan 2020

  What is our customers’ experience like? How do they engage with our products? And which emotions drive them to become connected customers? These are the questions that I sought to understand in my role as customer insights, with the aim of using these insights to improve our customers experiences’ on their journey with us, increase their engagement through messaging and to develop our products.

• Project Manager

  • Feb 2016 - Jan 2018

  I facilitated the communication between teams leading to the delivery of products on time and according to the scope of the brief.

• Customer Service

  • Mar 2014 - Feb 2016

  Satisfying customers every day with a 'can do' attitude and a seamless service experience.



Airbus

• Aviation & Aerospace
• 1 - 100 Employee

• IT Incident Manager

  • Aug 2008 - Jul 2014

  In this role I took ownership of transnational escalations of IT incidents. By communicating clearly with customers, IT resolvers and service delivery managers and applying an analytical framework to my work I frequently enabled incidents to be resolved promptly. I often received positive feedback on my work, having taken the responsibility for the user’s issue until it was resolved. Activities - Facilitation of daily operational meeting; linking up key stakeholders within the service desk, desktop, mainframe, network and server teams to highlight operational issues. - Communicating clearly and respectfully with the customer in order to fully understand the issue, with the result of quicker incident resolutions and increased customer satisfaction. - Creating positive relationships with IT service delivery managers and resolvers in order to expedite incident resolution for customers. - Root cause analysis into escalated incidents; facilitating an improvement in the integrity of the incident management process. Providing an insight into common escalation points and affected service lines. Furthermore by creating open channels of communication between resolvers and service line planners it has been possible to improve the knowledge base. - Keeping an organised trail of interactions in order to pro actively track incidents. - Participation in strategic team workshops and weekly service reviews. Show less



Althea Park House

• Residential Support Worker

  • Apr 2008 - Aug 2008

  I supported young women experiencing eating disorders/self-harming/OCD. Examples of support provided were as follows: Emotional support during and after meal times. Trips out in the community. Carrying out observations during the day. Contributing to daily activity and well-being reports. I supported young women experiencing eating disorders/self-harming/OCD. Examples of support provided were as follows: Emotional support during and after meal times. Trips out in the community. Carrying out observations during the day. Contributing to daily activity and well-being reports.



Essilor Ltd

• Medical Equipment Manufacturing
• 1 - 100 Employee

• Loyalty Club Coordinator and Assistant Database Administrator

  • Jul 2005 - Nov 2007

  Initially I was employed to set up and coordinate Essilor's new Loyalty Club. As I progressed in this role I became involved in the administration of their relational database Saratoga CRM. I carried out the following activities in these roles: Administrated the CRM relational database and assisted in its development to meet the sales and marketing department’s evolving needs. Successfully created and disseminated a training program enabling 100+ employees to create query reports. Developed and administrated the U.K. subsidiary’s Loyalty Club. I effectively established an exclusive club for the most profitable 150 independent customers Worked across sales and marketing to develop the future strategy for the loyalty club; including carrying out a piece of research into the competition: I conducted and analysed face to face interviews with our competitor’s customers and evaluated the research. Show less



Wm Morrison Supermarkets Plc

• United States
• 1 - 100 Employee

• Graduate Management Trainee

  • Aug 2004 - Jul 2005

  Departmental management; including leading department employees and maintaining correct provision of stock levels. Departmental management; including leading department employees and maintaining correct provision of stock levels.


Computershare investor services plc
• United Kingdom
• Financial Services
• 1 - 100 Employee
• Administrator

  • Sep 2003 - Aug 2004