Portfolio of 10+ websites and growing. Specialising in affordable website solutions for individuals and businesses across the North West. We also specialise in the production of written content for businesses worldwide and overseas. Assisting in blog writing, copy writing, article publication and link-building.info@hazedesigns.co.uk

Servicing the shop estate, depots and head office.

Manage the call volume, daily attendance and program break schedulesWork closely with the operations team to analyse and help improve their delivery processesGenerate ideas for process and service improvement planningProduce daily, biweekly, and monthly internal reportsUnderstanding the tactical mechanisms to drive operational performanceCreation, revision and publication of rotas for teams across the contact centre. Creation of reports and dashboards through Salesforce for a more holistic view of productivity and workloads Contributing to and implementing changes in process to streamline overall operational performanceAssist with projects and other duties as requested or assigned

- Running and analysis of reports in relation to stock management levels, shorted products and ensuring that all products have all the data needed to be set live ahead of a product cycle change.- Adhoc analysis in real-time of the website, reactive & proactive badging and unbudging of products in relation to stock level changes.- Ensuring new products coming into a future product cycle have sufficient information. Liaising with the buying and trading teams to ensure all information and media is correct and accurately representing the product. - Ensuring where possible and viable that products have alternatives in place.- Execution of SQL queries across the database of the estate to ensure products have data, to oversee live stock levels etc.- Liasing with third parties where necessary for necessary materials such as data feeds and XMLfiles ready for products to be uploaded ahead of a cycle or amended live.

- Taking inbound calls regarding online deliveries.- Dealing with email queries from customers.- Working on the digital webchat channel answering customers queries.- Use of Salesforce CRM to effectively log calls, raise cases and resolve issues.- Adhere to KPIs such as ATT, PCH, Adherence.- Liaise with Store employees where necessary to resolve issues with orders made by customers across the UK.- Raise any GDPR concerns and/or breaches where necessary using standard procedures.

- Creation of club website www.flintgolfclub.co.uk- Overseeing the creation and implementation of content.- Implementation of SEO- Manging the creation of users for members of the golf club- Implementation of Woocommerce in order for members to be able to pay green fees/membership through the website.- Planning of reports that will be produced when the payment facilities are introduced on a weekly and monthly basis.- Routine reporting of Google Analytics figures including traffic sources, demographics, conversions and suggesting areas for improvement.

Freelance content writer specialising in the production of optimised and non-optimised content for SME's and entrepreneurs. Coveries industries including accountacy, IT, business, e-Commerce, business management, information security and much more. For enquiries email athayescommunications@gmail.com

- Providing BI insights through the creation of reports using SAP Crystal Reports for clients.- Remote desktop & CRM system support.- Setting up and installation of new hardware for clients.- Ongoing maintenance for clients websites.- SEO (Search engine optimisation) for clients.- Running of AdWords Campaigns, Analytics Reporting and Conversion Tracking. Integration of Analytics with both AdWords and the Merchant Centre.

Working for the second line of William Hills Retail Management Unit. My job consists of the following:-- Incident and Problem Management and Resolution- Troubleshooting through Networking investigations and Remote Support.- Liaising with 3rd Parties.- Working towards KPIs such as PCA and adhering to SLAs based on Incident Priority Level.- SQL Server Troubleshooting and SQL Database Restores including running of scripts on EPOS Terminals.- Troubleshooting William Hills SSBT Terminals through UNIX commands.- Adding to the Knowledge Base where necessary.- Contributing insights, proccesses and scripts for streamlining the dealing with of Estate-Wide Faults.- Project management of implementation to help with pre-emptive and passive diagnosis and handling of estate wide issues. - Assisting with the research and building of knowledge base for Cisco issues. Based on the new router and switch migration this includes pointers on port security, error disabled codes, port status, infosec etc. Currently building up a BA Portfolio via process and project documentation including life cycle flows. Including:- - Life cycle instances of betting terminal project flows including stakeholder responsibility. - Life cycle documentation of the internal ITSM system and how this is used between respective teams within the organisation.

Working for O2/Telefonica at their Arlington Office, my responsibilities as an Service Experience Management Centre Analyst include:• Responsible for monitoring service and working within service level agreements manage the end to end life cycle of an incident created on behalf of our customers.• Using a suite of monitoring systems respond appropriately to the information shown and engage the relevant support teams.• Using data analysis identify emerging trends and underlying issues and take appropriate action.• Create and update work instructions for services monitored by the SEMC.• Use fault management systems to log and manage incidents raised from monitoring or reported to us by customers, suppliers, 3rd parties and partners.• Provide support for O2 Ville services • Manage high priority service communications to customers, partners and senior management in the event of service impacting incidents.• Manage the teams various work stacks – email inboxes, remedy queues.• Chair calls between partners, customers and support teams when investigating faults.• Raise and manage changes for suppliers of various services monitored by the SEMC• Provide training on duties within the role to other colleagues.

- Dealing with inbound technical queries regarding smartphones, feature phones, tablets and wearables.- Logging transactions on the system such as repairs and troubleshooting.- Escalating repair chase ups and complaints to the relevant personnel where necessary.- Working towards KPI's such as customer satisfaction and chat quality.- Performing duties in the email department where necessary answering queries and validating proof of purchases- Exceeded 800 chats in a month also achieving targets in Quality, Chat Satisfaction and First Chat Resolution.- Achieved a recognition of attendance due to 100% in the Months since start.

Occasionally helping out the email department holding the following responsibilities:-- Responding to customers queries regarding Samsungs range of Smartphones, Feature Phones, Tablets and Wearbles.- Maintaining a professional manner when responding to the customer bringing a positive respresentation of the client.- Arranging walk-in and postal repairs where neccesary.

My responsibilities within the UK's leading Customer Management Outsourcing Company working on behalf of the Top 10 Global Brand include:-- Respond, log and troubleshoot all inbound technical queries regarding smartphones, tablets and wearables.- Develop knowledge of Samsungs Mobile and Tablet products in specific detail and responding to queries regarding new releases and capabilities of products in regards to the customers needs.- Build rapport with customers and respond to their needs including booking devices in for repair and escalating where neccesary to the Service Centres and Customer Relations Team.- Maintaining targets such as average handling time, call quality, adherence and delivered hours - Liasing with other departments where necessary in order to provide a solution to a query .Occasionally performing inbound duties when needed whilst alongside other roles.

Working in an Outbound Call Centre environment working on behalf of clients such as:-- British Gas, M&S, NRAM, Co-Op Bank and Co-Op Insurance, Leeds Building Society and many more.Conducting surveys on customers (usually warm calling, occasionally cold calling) in relation to:-- Product Open/Closure Surveys- Customer Satisfaction Surveys- Public Awareness Surveys- Recent Contact with the Client Surveys- Surveys regarding Complaints Procedures- B2B calls regarding utility usage on behalf of a client.