• Maintain and manage the site catalog by updating new products and ensuring accurate information for existing ones.• Collaborate with the Products team to optimize search results, product descriptions, and images.• Develop focus pages for significant events or product launches, leading to increased traffic and conversion rates.• Coordinate with the Marketing team to create promotions and update the website with appropriate banners and layouts.• Work alongside the Graphics team to edit and create graphics that adhere to brand guidelines.• Communicate with European branches to maintain consistent merchandising across regions.

This role involves communicating with Code Institute students on a daily basis, anticipating and reacting to their needs online and over the phone. This includes welcoming new students, helping them get started on the course, and dealing with queries. Also requiring the timely and careful use of data management systems, a very high level of verbal and written communication and attention to detail on a par with the rest of the Code Institute's business offerings.Responsibilities:Onboard new students onto the course and manage their details via a Customer-Relationship Management (CRM) system.Maintaining regular contact with every student on the programme by phone or other methods with the intent of helping them get the best possible student experience.Rapidly respond to any issue raised by a student by email or phone, resolve their issue based on company policy and keep the students satisfied.Actively maintain and improve support procedures and related knowledge bases.Strive to get students engaged with the various forms of support that we provide. Whenever needed act as a mediator dealing with student issues with the other forms of support, while keeping both the student and Code Institute perspective in mind.Keep records of student issues, collaborating with colleagues as needed and follow up on issues until solved. Whenever relevant, strive to turn particular student issues into suggestions for improvements to the course or our procedures.Maintain connections with graduates and support them in their job search.

• Expansion of previous Customer support role to work with multiple departments and stakeholders.• During project inception meetings I would provide feedback and advise regarding the effect on customers and alternative routes for better CX.• Developed documents for training and troubleshooting for Customer Service staff as well as separate guides for in-store staff, including online order processing and customer experience training.• QA tested updates and new features to the eCommerce platform as well as identified bugs and issues with the live site and advised the eCommerce team of the best course of action to correct issues.• Triaged, identified and implemented fixes and responses for many customer facing issues. (Incorrect promotions/communications, bad press, court claims)• Acted as the escalation point for the Finnish, Swedish, Danish, Norwegian and Irish Customer Service as well as for Irish brick and mortar stores for any troubleshooting, technical or customer facing issues. Any unresolved issues were then documented and reported by me to the head of Customer Support.• Streamlined processes and procedures, managing orders through the eCommerce platform as well as creating automations and responses to resolve urgent or reoccurring issues from customers.• Built and maintained rapport with stakeholders from Products, eCommerce, IT, Marketing and Northern European departments.• Collaborated with the marketing team to develop and host a series of YouTube videos to promote promotions and products

• Communicate and resolve customer’s issues via Zendesk and Social Media.• Advise and process customers warranty claims and returns queries.• Administrated ecommerce sales – o Manage orders stuck in the system (Find new locations or cancel).o Edit shipping dates and push orders to the Warehouse for packing.o Communicate with customers regarding failed payments.o Attach promotional items and issue Digital content.o Review orders for fraudulent patterns and activity.

Keeping store standards high is the top priority, even when the store manager is absent. I've trained in opening and closing of the store, cash deposits and end of day procedures. Weekly TOH/CDC/daily counts as well as delivery processing are some of my regular duties. Instore Marketing is a daily endeavour, maintaining the ever changing games and loot sections to Gamestop's high standards. This includes creating attractive window displays based on current trends and movie/game launches as well as highlighting key titles and loot products in store.I've managed to sharpen my communication skills during my time here, customers young and old come through and knowing how best to approach, upsell, and/or defuse difficult situations on the fly all with a smile was a tough one to master.

The service industry is a tough one, but rewarded me with great discipline and strengthened work ethic. Put through my paces in a fast moving work environment, be it up early for huge functions of all kinds or late nights serving in the hotels Metropolis nightclub. It's taught me to stay on my toes under pressure, quickly decipher issues and tackle them and not sacrifice quality of work in the meantime.Trained in Manual Handling, Chemical Safety, Fire and Theft procedures.

Dealt with customer issues and queries, shop opening and closing procedures, cash handling and stock maintenance procedures. Specialising in Games Workshop products and multiple Trading card games.During my time here I organised game day events, painting classes, tournaments and competitions. This gave me insight into the planning and process of pulling off events of all kinds.