Callum W. Email & Phone Number

Cofton Hackett, Gb

United Kingdom

• Managing and continuously improving all customer facing chatbots resolving 25% of all inbound conversations through the bots without an agent.• Gather and investigate key data points to make data led decisions, such as Agent Handling Time, Contacts to Solve, CSAT & QA through using the DMAIC Six Sigma methodologyAmending or creating new process and monitoring processes by success of our key metrics (CSAT, AHT, CTS, MTC, FCR)• Investigated and implemented solutions to improve the… Show more • Managing and continuously improving all customer facing chatbots resolving 25% of all inbound conversations through the bots without an agent.• Gather and investigate key data points to make data led decisions, such as Agent Handling Time, Contacts to Solve, CSAT & QA through using the DMAIC Six Sigma methodologyAmending or creating new process and monitoring processes by success of our key metrics (CSAT, AHT, CTS, MTC, FCR)• Investigated and implemented solutions to improve the cost of compensation created from CS and monitoring usage of discount codes, gift cards and refunds.• Lead assigned projects while collaborating with CS teams, key stakeholders and SLT on a regularly basis.• Completed 'Lean Six Sigma - Yellow belt'• Supporting our customer support team and the wider business with any request for process information or updates. Show less

• Designed and managed a quality assurance system in Microsoft Excel which allowed auditors to complete reviews and managers to provide feedback to their agents for live feedback• Created multiple unique reports and data views for all different roles from Head of Dept, Manager and Agents so that feedback could be provided efficiently.• I helped create a new system and framework that worked for all managers and agents for more accuracy so that we can continue to celebrate the good and… Show more • Designed and managed a quality assurance system in Microsoft Excel which allowed auditors to complete reviews and managers to provide feedback to their agents for live feedback• Created multiple unique reports and data views for all different roles from Head of Dept, Manager and Agents so that feedback could be provided efficiently.• I helped create a new system and framework that worked for all managers and agents for more accuracy so that we can continue to celebrate the good and improve in some developmental areas.• I created documents in order to help the agents improve data capture consistently so that we can find out areas which we are able to improve on. Show less

Solihull, England, United Kingdom

• Worked alongside customer support providing them up to date information on delays and ongoing issues so that we be transparent with the customer when they contacted us.• I created weekly reports to ensure that the warehouse team were dispatching orders on time to meet the promises which we are setting ourselves online.• Improved the daily orders dispatched on time by 26% by working with the warehouse on priority and SLA's.• Spent time with other departments improving and creating… Show more • Worked alongside customer support providing them up to date information on delays and ongoing issues so that we be transparent with the customer when they contacted us.• I created weekly reports to ensure that the warehouse team were dispatching orders on time to meet the promises which we are setting ourselves online.• Improved the daily orders dispatched on time by 26% by working with the warehouse on priority and SLA's.• Spent time with other departments improving and creating process maps which will help improve the customer experience and the business to be as efficient as possible.• Completed NLP training which helped me to communicate and be resilient in the role on a daily basis.• Opportunity to attend the Birmingham pop up store to engage with all Gymshark fans in person to create a memorable experience for all. Show less

Solihull, England, United Kingdom

• I was tasked to improve the data capture process and create reports allowing us share them with other departments.• All agents increased their output KPI by 50%+ which put all agents above our target KPI’s while maintaining CSAT above 94% as a team.• I continuously created and improved processes to allow agents to resolve customer queries quicker, which saw the first response time below 24hrs consistently outside of peak volume.• Supported and encouraged agents to look at career… Show more • I was tasked to improve the data capture process and create reports allowing us share them with other departments.• All agents increased their output KPI by 50%+ which put all agents above our target KPI’s while maintaining CSAT above 94% as a team.• I continuously created and improved processes to allow agents to resolve customer queries quicker, which saw the first response time below 24hrs consistently outside of peak volume.• Supported and encouraged agents to look at career progression, with some becoming managers, training executives and others moving into different roles in the business. • Completed the Pragmatic Manager Development Program (PMDP) allowed me to develop and understand how to give effective feedback, handle difficult conversations and how to create a high performing team. Show less

Solihull, England, United Kingdom

• Consistently exceeded targets to provide the Gymshark experience to all of our customers during peak periods.• I was with working with the warehouse team to help communicate warehouse errors and delays directly with customers.• I was chosen by senior leadership to attend the ‘The Sunday Times : 100 Best Small Companies to Work for 2018)• Gained recognition by the senior leadership team and CEO for exceeding KPIs/internal benchmarks associated to output and customer satisfaction.

Bromsgrove

• I have successfully used Peoplevox to pick and pack orders using a two scan method, to guarantee a high quality experience to our customers in over 171 countries worldwide.• During busy dispatch days I have consistently been at the top of the KPI’s and proudly hold the record for the most items picked in a single dispatch day.•Working closely with my line managers, I was tasked with distributing orders on a B2B level, which includes shipping orders both to Gymshark Scandinavia and… Show more • I have successfully used Peoplevox to pick and pack orders using a two scan method, to guarantee a high quality experience to our customers in over 171 countries worldwide.• During busy dispatch days I have consistently been at the top of the KPI’s and proudly hold the record for the most items picked in a single dispatch day.•Working closely with my line managers, I was tasked with distributing orders on a B2B level, which includes shipping orders both to Gymshark Scandinavia and Expeditions.• Opportunities for me to work at Expeditions events such as BodyPower, the UK’s largest fitness trade show, where I had the pleasure of working all 3 days.• Within a team, I have achieved accurate stock takes ensure stock accuracy for financial purposes and customer experience Show less

Northfield

• I was tasked with the responsibility in maintaining and improving the standards of the Fitness centre.• Within 3 months of taking the job, my team went from operating at a 60% to a 90% level on these KPI’s.• Occasionally worked shifts at the front of house, which allowed me to improve both my communication and selling skills.

Birmingham, United Kingdom

• I worked as part of a team which would provide food and entertainment for customers on match days.• The job would involve organising and planning the room prior to the guests arriving• On the days I would interact with directors and owners from football clubs along with former and current professional footballers.• After 8 games, I was promoted to Team Leader and also took charge of the area on several occasions. This added responsibility allowed me to improve my communication… Show more • I worked as part of a team which would provide food and entertainment for customers on match days.• The job would involve organising and planning the room prior to the guests arriving• On the days I would interact with directors and owners from football clubs along with former and current professional footballers.• After 8 games, I was promoted to Team Leader and also took charge of the area on several occasions. This added responsibility allowed me to improve my communication, problem solving and leadership skills. Show less