Aimee Carr Email & Phone Number

United Kingdom

- Answering customer queries/complaints/tech issues via social media, email, and live chat.- Survey data analysis, feedback, reporting, and presenting to management. - Completing admin work and online research - Building community and social media outreach- Assisting the marketing team with posts and scheduling

Newcastle Upon Tyne, United Kingdom

I have worked as a chat room moderator for over 4 years at a company called Virtue Fusion who provide CMs to online gambling companies. I've personally worked with William Hill during this time from home and have thoroughly enjoyed the role. I received audits during this time which check my performance and I've passed each one while also getting full marks on most of them. I am really dedicated when it comes to customer service and can build a good rapport with players which improves their overall experience on the site. My main job roles were to engage players in conversation, promote the latest offers and games, play mini games in chat where players can win bingo bonus for joining in, answer any questions/assist with any issues and ensure that they understand responsible gambling. In cases where customers inform me they have spent too much money or won't be able to pay bills, I reach out to them and make sure they know that there are options available where they can put themselves on a deposit limit etc so they do not have to be in that situation again. I take customer satisfaction very seriously and I will always work hard to meet all targets while also trying to make sure each customer enjoys their experience.

United Kingdom

Quality analysis In this role I was responsible for the quality monitoring of over 60 members of staff. I created a monitoring form which addressed each of the client requirements and gave a score for each section. I would assess a random communication (for inbound calls, outbound calls, management calls, online chat support, email support, and social media customer services) and generate a score for each employee of 3 communications a month. I would provide these scores to their supervisor with both positive and constructive feedback that needs to be passed on. If I noticed an area that was regularly failing, I would create training documents and arrange a session with all staff involved to ensure they're fully up to date on this information. At the end of each week, I would create a summary document for senior management which would show the average score for each area of the business, the areas which require improvement and plans of action. I would also do this in a monthly, quarterly and yearly format. Customer satisfaction analysis In this company, customers were offered a survey to complete at the end of all communication types. These surveys were linked to each member of staff by employee ID. At the beginning of each day, i would gather all the raw data from these surveys, generate the NPS for each business area, categorise keywords in the comments from the customer and create graphs to show any common issues, positive feedback, product issues and score given. I would do a small graph of this each day but I would use the data to do a weekly, monthly, quarterly and yearly overview. At the end of each month, I would create a presentation of these results and plans of action then present this to the higher management of the client.