Adam Ember Email & Phone Number

• Design and implement strategy to optimise knowledge base in support of meeting and exceeding operational and internal goals and metrics.• Proactively look for ways to improve how we share information to users resulting in positive customer experience interactions. • Work closely with Instructional Designers, Project Managers, Subject Matter Experts, Media, Quality Assurance, as well as Training Team and Design and Delivery Managers

Slough, United Kingdom

• Responsible for identifying knowledge gaps, generating and creating content for the ‘OnlineGenius’ (OG) support tool. OG supports agents in providing class-leading guidance to BMW & MINI Customers• Liase with client to develop new knowledge base material and deliver reports on OG statistics • Supporting Training Dept to keep them updated on the latest technology and content updates, supporting a constant evolution of their own documentation for new starters• Working with team managers & agents to drive OG usage and supporting them on a 1 to 1 basis to improve quality and knowledge improvement

Slough, United Kingdom

Slough, United Kingdom

• Actively promoting products and giving customers using the BMW Genius online process, sales support that they will remember. • Communicating via web chat, telephone, email and social media.• Ensuring expert product knowledge to help customers make the right choices and co-ordinate back office activities to deliver a seamless journey.• Resolving issues with diplomacy and effective negotiation.• Identifying potential retail leads and ensure BMW Group UK can realise their full potential

• Building and maintaining relationships with a variety of clients including private, commercial & public • Managing client expectations and project managing contracts (resources & materials)• Liaising with clients; providing estimates and invoices in person, via email and telephone• Supervision of subcontractors

Watford, United Kingdom

• 1st /2nd level customer technical support assisting clients ranging from sole traders to multinational corporations. Assisting clients with all queries from arranging new cards to invoicing• Expertise with custom Unix database and processing system and SAP reporting • Invoicing and liaising with external partner networks BP & Shell and other franchisors• Won award for defining, designing and implementing automated customer satisfaction survey saving the company approx. 600 hours of data entry

High Wycombe

• Face to face sales of electrical goods. Discussing and advising customers on the best products for their requirements• Managing the stores IT department & training staff with IT skills

Watford, United Kingdom

• Processing credit card & fuel card details through an online payment system, reducing backlog of invoicing from 2-4 days to 1-2 days.• Contacting service stations to resolve queries & help them with processing.

Watford, United Kingdom

• Conducted asset audit for servers used for Lottery, web hosting & satellite: cataloguing all h/w and s/w and application dependencies.• Information enabled SLA’s to be met more accurately.• Liaising with internal teams and external suppliers to gather information about equipment usage.• Assessing service change requests from development teams.

Rickmansworth, United Kingdom

• Supporting the Specialist Web Team for laskys.com & kitchenscience.com.• Responsible for acquiring images from manufacturers’ databases & prepare them for deployment on the sites.• Creating promotional graphics (e.g. banners) for offers & shop-in-shops.

Amersham, United Kingdom

• Assisting the Senior Developer with updating the website.• Developing dynamic flash powered galleries to allow easy updating of publication information.

Rickmansworth, United Kingdom

• Managing the company online database of members to amend details & add new members• Creating and maintaining the company Intranet• Designing flyer's & tickets to support company events & annual conference• Answering telephone enquiries• Taking bookings and payment for member events & annual conference