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