Georgia Lindow Email & Phone Number

• Creating and managing reporting in Excel and Google Data Studio, including presenting findings in a visual way through Google Slides presentations• Creating and managing a process for knowledge base feedback raised via a JIRA form, including:o Creating a JIRA work flow that was tailored to the Knowledge team’s needs.o Creating a triaging guide, and method for prioritising work.o Using labels to describe characteristics of a ticket (eg: high priority vs low priority).o Creating and managing a process for assigning work and working the feedback (including when to verify with the relevant SME).• Prioritising multiple ongoing projects, such as: incoming feedback, managing and updating the feedback process, and the full audit of the knowledge base. • Work directly with SMEs from across the organisation to review, develop and approve new content for front line and supporting teams. • Use of HTML to format articles, adding anchors to link to specific.• Using initiative to identify ways to improve the knowledge base content.o I separated out any processes into their own knowledge pages, so we could then link to one article whenever the process was mentioned in another article. This meant there was ‘one source of truth’ for the process, and if there was a change to that process only one page would need to be updated.• Build trust in the knowledge base articles, so that it is treated as the one source of truth.o Working as a team to audit all the articles, and ensure they are verified by the relevant SME.o Ensuring feedback is responded to, and any updates that are needed are completed promptly.o Filling in gaps in the knowledge base to ensure as far as is reasonably possible, all information on processes is held – or linked to – in the knowledge base.

Remote

 Use of SQL in BigQuery. Expertly respond to technical complaints raised in a variety of ways (predominantly live phone support for front line, complaints and collections agents and working cases). Took an active role in a project to remove a backlog of escalated technical complaints and prepare for the work to go to a new team.o Took proactive action to clear over 1000 cases in a month and a half, to do this I looked for patterns in the tickets being raised and: Used the advanced searching tools in JIRA to close repeat “easy win” tickets where a previous technical issue had been resolved. Linked repeat tickets waiting on bulk fixes together into JIRA “problems” so they can be quickly found and resolved once the issue is resolved. Spoke to the team we were raising tickets to about repeat issue we were raising and key information that needed to be included in the tickets (cutting down on time spent sending tickets back and forth).o Assisted in training the new team by: Creating a guide for the new team to ensure key information was included in the tickets. Running meetings (daily, then twice a week) to go through tickets and answer any questions.o Wrote a collection of knowledge pages to help agents self serve and reduce the number of tickets raised, using: Patterns indicating gaps in knowledge in the tickets raised. Conversations with stakeholders about pain points (eg: excess tickets raised for specific issues, or unclear processes). Key words from tickets and comments to ensure the articles would come up when searched for.o Assisted in a project removing duplicate cases raised to decrease the case back log.

Responding to queries about all aspects of the customer journey through phone contact, emails and contact forms (including switching, billing, payments, industry objects, industry rejections, home moves and opening and closing meter read disputes)Taking ownership of customer complaints and technical issues experienced by customer’s, to work towards and first time resolution across all customer contact Working to targets to ensure excellent customer service

Leicester, England, United Kingdom

Cashing Up.Stock takes. Taking customers through the process of selecting a bespoke frame, making recommendations, and ensuring the mounts and moulding selected brings out the best in their item. Answering the phones and processing click and collect orders.

London, England, United Kingdom

Answering the phone and processing bookings through Collins online booking systemKeeping a clean and tidy work environment, both front and back of house (including cleaning the cellar)

London, England, United Kingdom

Acting manager for half of my tenure, which resulted in extra experience in carrying out staff payments, making the rota and organising cover. As well as maintaining stock levels, organizing, and overseeing trial shifts and training new co-workers. Normal responsibilities included, being a keyholder, opening and closing the store, taking, and unpacking deliveries, whilst making juices, coffees, teas, in conjunction with checking out customers from the shop.

Bachelor Of Arts - Ba, Fine And Studio Arts

Foundation Degree, Fine And Studio Arts, Merit