- Team lead for customer service and admin team- Involved in the interview & hiring process for new customer service/admin team members- Provide new team members with full training on customer service and admin protocols- Create & improve the training programme for new starts. Collaborating with other management in SOP creation- Working in ecommerce platforms such as: Shopify, Re:amaze, hootesuite and sprout- Daily use of warehouse & inventory management systems such as: Peoplevox, Shipstation & Sendcloud- Handling domestic & international shipping services and filing shipment claims using carrier claim sites, liaising with our reps or our package protection partner- Collaboration with our 3 distribution centres located in the UK, US and EU as well as other departments such as marketing or product teams to resolve issues and ensure cohesive operations - Customer complaint/escalation resolver- Spearheading our outreach to customers on the back of their product reviews via Okendo to filter- Ensuring customers reaching out to our social channels in need of customer service are assisted- Encourage our team to know that they are absolutely empowered, trusted and encouraged to make decisions on customer scenarios- Assigning workloads to team members by way of creation of a start of day and monitoring throughout shift in case of any needed adjustments- KPI management- Carrying out quality checks & providing feedback and coaching to peers

Here at KILLSTAR I work in our customer service team answering any queries our customers have via email. I make use of various platforms such as Shopify to be able to help our customers with all of the different reasons they contact us, this could be to do with a return, a refund or maybe they aren't quite happy with something. From there I will do my best to make the customer experience enjoyable and put right any wrongs.We have a strong team and always work together and collaborate with each other to make sure we can delight our customers.I also give support to our social media team when cover is needed, this has me responding to DMs and also monitoring our own posts and comments received. Platforms I have gained experience on from this role:ShopifyReamaze Shipstation Peoplevox

My role at Sky involved me interacting with customers who were looking to leave Sky. This could be for various reasons, they're maybe having ongoing technical issues, they are no longer able to afford it or they are moving home. It was my job to obtain as much information as possible for the customer and come up with a resolution that suits them and discuss the options available to them. I would find out why they chose us and what they love about Sky and identify the key things I can help them with. There was always time to chat to our customers about what they are watching and recommend each other new things to watch whether it was on Sky or another platform it didn't matter.Taking part in trials for a couple of months within Sky’s priority team which was a change from working calls to handling written letters and emails sent in from customers and assisting the customer either via email or I would outbound call them to resolve any problems they are having.During my time at Sky I also worked within my unit on compliance quality. This would have be dip checking calls and arranging feedback along with my CEL. I would use platforms available to me to be able to compile briefings to deliver to teams in regards to any areas the department or Sky as a company aren't doing so well on and demonstrate how we could make sure we are always doing the right thing.All of the platforms used were specifically made for Sky's use only.

I started as a sales assistant and worked up to a temporary assistant manager in Aberdeen before I moved to Glasgow where I took up the role of retail sales supervisor.In this position I was a key holder, worked on the tills and also completed end of day reports, completed stock takes and also placed orders to replenish any stock running low. General store upkeep and helping in training new starts on the job. I would measure people for custom kilt outfits or suits, help pick cloth and all other small details including buttons and linings. When the outfit was complete and the customer came back in store we would pick out accessories and get the customer to try things on and recommend various looks for them to choose from.I also had access to the companies twitter social account where I would update this periodically and engage with customers.

Working as cabin crew I was highly trained in first aid, fire fighting and emergency procedures. This role was business class and would include me being sent to other locations to work for up to a week.

Working as cabin crew I was highly trained in first aid, fire fighting and emergency procedures. These flights were economy and sales focused with the onboard service.