Jack Oliver Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

Working within the Digital Marketing & Website team, focusing on Bloomsbury.com, Ospreypublishing.com and Bloomsburyprofessional.com ecommerce operations and customer service. • Develop strategies for our three ecommerce sites, by coordinating with various stakeholders within the business, to increase sales and improve customer satisfaction. • As line manager to the Customer Service Executive, the role ensures that customers’ queries are dealt with promptly, to meet customer… Show more Working within the Digital Marketing & Website team, focusing on Bloomsbury.com, Ospreypublishing.com and Bloomsburyprofessional.com ecommerce operations and customer service. • Develop strategies for our three ecommerce sites, by coordinating with various stakeholders within the business, to increase sales and improve customer satisfaction. • As line manager to the Customer Service Executive, the role ensures that customers’ queries are dealt with promptly, to meet customer expectations. Compared with the same period of time from 2022, there has been a 12% increase in customer contacts resolved by the customer services team I manage. • The ecommerce aspect of the role includes monitoring product availability, stock management, handling payment provider disputes, setting up website offers and promotions, and tracking and reporting website revenue. • Directly responsible for overseeing sales and discounts on the websites. Based on the numbers from 2022, our three week Christmas sale is expected to bring in over £70,000 this year. • Enhance website functionality and user experience by effectively liaising with third-party developers to identify and address bugs and enhancements, using Agile methodologies such as JIRA tickets, Kanbans, and sprints. • Recently responsible for assisting with the addition of a new website enhancement for restricting special edition sales for an upcoming special release. This involved creating the tickets, dictating when deployments would happen, testing the new feature and liaising with the marketing team responsible. • Managing our email marketing calendar and supplying the copy for the Bloomsbury Shop newsletter, for our base of over 10,000 currently subscribed website users. Show less

London, England, United Kingdom

• Sole customer service agent for inbound email and phone contacts relating to our Bloomsbury.com e-store (UK).• Managing customer orders and authorizing and actioning refunds for the UK, US and Canadian Bloomsbury online store through Stripe and Worldpay• Liaising with our distributors and our editorial teams to assist with customer queries • Using ContactPoint for eBook inquiries• Experience with Biblio for assisting with queries and reviewing title details

London, England Metropolitan Area

A key member of the London based Social Media and Escalations team working with our prodigious client; The Walt Disney Company, • Understanding the client's social media strategy and maintaining a consistent tone that personifies the shopDisney UK brand. • Providing excellent customer service on behalf of a globally recognised company, predominantly through Facebook private messages and Zendesk. • Solving escalations and executive complaints across different lines of… Show more A key member of the London based Social Media and Escalations team working with our prodigious client; The Walt Disney Company, • Understanding the client's social media strategy and maintaining a consistent tone that personifies the shopDisney UK brand. • Providing excellent customer service on behalf of a globally recognised company, predominantly through Facebook private messages and Zendesk. • Solving escalations and executive complaints across different lines of business by adhering to and following outlined processes while still trusted to make informed and meaningful decisions.• Community management on marketing posts and public facing customer contacts, flagging any concerning/sensitive content and liaising with the PR team.• Staying switched on to internal communications and any changes to the client's extensive database.• Staying abreast of the ever-changing product catalogue of shopDisney UK and any associated promotional activities.• Ensuring all relevant customer information is recorded accurately in the CRM, while respecting the rights granted to individuals by the Data Protection Act. • Highlighting potential contact drivers gathered from the social behaviour of followers and customers.• Maintaining a cheerful and flexible approach to my workday while setting personal goals to keep improving. Show less

London, England Metropolitan Area

• Instrumental in doubling the client base from 4,000 to 9,000 as part of the Operations team after an international company rebrand from mytaxi to FREE NOW.• Responsible for creating, updating, and managing spreadsheets detailing client finances and app statistics. These statistics helped to reduce the number of drivers being banned from the app for minor offences by almost 50%, while identifying cases of recurring fraud.• Involved in applying policies to reduce expenditure on… Show more • Instrumental in doubling the client base from 4,000 to 9,000 as part of the Operations team after an international company rebrand from mytaxi to FREE NOW.• Responsible for creating, updating, and managing spreadsheets detailing client finances and app statistics. These statistics helped to reduce the number of drivers being banned from the app for minor offences by almost 50%, while identifying cases of recurring fraud.• Involved in applying policies to reduce expenditure on a large scale and deliver against growth initiatives• Weekly late night fraud shifts where we would analyse passenger behaviour and accounts and contact drivers directly when we believed the passenger was fraudulent. • Handle calls, emails and social media queries from both passengers and drivers. Expectedminimum workload was over 100 calls a week and 80 email cases a day.• De-escalating conversations whilst maintaining a professional tone of voice in difficult Show less

London, England, United Kingdom

I worked various temporary roles through Australasian Recruitment Company including Mail Room for Mace

London, England Metropolitan Area

I was the Store Manager of The New Zealand Wine Cellar (now known as Specialty Cellars) which is a start up bar and store specializing in New Zealand wines. Based in Brixton, the premise could seat upwards of fifty patrons and could make between £2000 - £3000 a night. My responsibilities included organizing the roster of three to five employees under me, overseeing hiring of new staff and managing stock levels and data input as well as delivering great customer service and sales.

Wellington, New Zealand

• Ordering and managing stock levels for the bar side of the premise, dealing with a weekly budget of over $5000 NZD (roughly £2500) and making upwards of $15,000 per week (>40,000 including restaurant)• Solely responsible for the stock and ordering for difficult 2017 Christmas period and successful in staying under budget, with three core suppliers and as many as five independent suppliers at any one time• Responsible for the monthly stock-take with the site holding between $10,000… Show more • Ordering and managing stock levels for the bar side of the premise, dealing with a weekly budget of over $5000 NZD (roughly £2500) and making upwards of $15,000 per week (>40,000 including restaurant)• Solely responsible for the stock and ordering for difficult 2017 Christmas period and successful in staying under budget, with three core suppliers and as many as five independent suppliers at any one time• Responsible for the monthly stock-take with the site holding between $10,000 and $13,000 worth of bar stock• Managing the daily running of the premise that sat over two hundred guests (excluding standing room in the indoor and outdoor bar) as part of a successful management team• Responsible for being the ‘first face’ the customer sees and dealing with verbal, online and phone bookings• Overseeing training and development of new and existing staff Show less

Wellington, New Zealand

• Part of the team dealing with teacher licensing and compliance• Trusted to handle sensitive information regarding teacher misconduct• Tasked with filing and administration in helping the conversion from paper to electronic for teacher licensing for the whole of New Zealand• Receiving and distributing mail• Supporting the Call Center in finding the required documentation

Wellington, New Zealand

I was working in this role intermittently while studying for my degree• Solo reception and administration experience seeing over a hundred people in an eight-hour shift • Proficiency in phone and internet bookings and confirmations• Four years of Facility in Charge experience leading teams ranging from three to seven• Dealing with Customer inquiries and complaints• Confidence in my occupation specific abilities and confidence in my ability to learn new skills

Bachelor'S Degree, Classical Studies And English Literature

Full Stack Web Development Program