Jodie Botha Email & Phone Number

Although I officially attained this title in 2022 I had in reality been doing most of this role beforehand. The change in title, however, meant I was able to take an active role in recruitment and deputise more for our team manager. This has involved being involved in more adhoc tasks and troubleshooting of system and distribution model roll outs. For example, last year I identified and raised a specific issue with the forthcoming transfer of distribution from UK to Italy on a specific market. My operations position meant I had experience of those particular customer returns and what impact the move would practically have given the differences of importing into Italy as oppose to the UK. This meant we were able to launch an education initiative with the customer care teams and target specific clients to minimise the impact once the distribution transition was in effect. While we all have responsibility for investigating customer claims and identifying fraudulent behaviour, I am one of the key people in developing loss mitigation policies and processes in our team and I also work with other departments internally and externally to raise fraud awareness to aid our anti-fraud strategies. A key example of this would be when I discovered a pattern of fraudulent claims while working on an unrelated task. I raised this with my manager and we looked at the rate this appeared to be occurring at and then broke down the narrative into a set of criteria we could use to evaluate claims on - changing the investigation assessments we had been doing to identify fraud as a clear possible outcome and defining how we came to conclusions. This also had to be explained to team members so they could implement the new system as well as communicating this to internal teams also invested in the process.I also work closely with our teams compliance specialist and assist him with ad hoc tasks such as customs auditing and troubleshooting product compliance issues with carriers.

London Area, United Kingdom

The staff trainer on the customer fulfilment team left the company so I volunteered to return to that team to undertake this role - due to their leaving rather suddenly I did not have a formal handover period but instead had to immediately on-board two new starters to the team as well as refresh myself on the teams work after a few months learning another teams role.Training on the customer side of the business is continuous largely due to the fact it is an ever-changing landscape as it is an international business. We have also seen large scale fulfilment process changes during my time at the company, for example the gradual shift from the UK warehouse being the global distributer to the Italy warehouse being the centre of operations. The developments in fulfilment model have many practical implications, one of my key roles on this has been to assimilate the higher level view of these and to communicate these appropriately to the team – explaining how these will impact our day to day work and putting either new reference literature in place or new processes. On the fundamentally rewarding side of the role, I have been privileged to work with a number of intelligent people at different points in their career. Helping them learn how to improve their written communications, navigate different tech systems and discover how to solve a multitude of problems has been at the core of what I have done on a daily basis for a long time. Our company is serious about compliant shipping - I am enthusiastic in learning and applying regulations to our work to ensure we stay in line with what is relevant in each given scenario, often I have to take the lead in learning a particular regulation and then communicating this to the team.Being the first point of contact for the team’s escalations I spent a lot of time dealing with the more knotty problems which can often mean conducting my own research, liaising with other internal teams or external ones to provide solutions.

London Area, United Kingdom

From September 2015 till October 2016 I mainly worked on the team that handled customer fulfilment for a global luxury ecommerce platform. General day-to-day team tasks included but were not limited to - navigating courier pickups and troubleshooting transit and customs issues.A large part of the job is problem solving whether it was looking into why a courier has been unable to complete a delivery or why a shipment is stuck in customs clearance. We also had to conduct investigations into missing shipments or items. This involved being the co-ordinator of the flow of information between customer care teams (who effectively represent the customer), differing internal teams, and the carrier to ascertain where the liability was. This typifies the key responsibility of communication of this team.The role was fast paced with changes in either shipping or international customs regulations meaning we had to assimilate new information quickly as well as remembering procedures both in house, with couriers and with different destinations.During this team I made some suggestions into operations within the team that were adopted – including streamlining the customer care escalation process which had been somewhat chaotic beforehand and needed to be more efficient to stop numerous team members working on the same issue at the same time.In October 2016 I was transferred to the team that handles stock shipments to begin inter-department cross-training. The general pace or work was slower but very detail orientated as you had to cross check each product coming in to make sure it was appropriately catalogued and vetted for any restrictions that would need to be placed on it. I had the opportunity to learn about HS coding classification and other systems used by the business in more depth as well as the process of stock approvals and the relationships between the different brands and the company.

London Area, United Kingdom

This role focused mainly on importing media and matching this with the appropriate meta data. With this being a major global news organisation new footage would be constantly uploaded and fact checking would be required to make sure sources and shots were labelled correctly.I also provided A/V technician cover when required. While the team was massively scaled down due to the change in operations from tape to digital fulfilment, specialist skills were still required on some requests meaning I had the opportunity to broaden my skills.I still performed archive management duties in this role similar to my previous role in this department.

London Area, United Kingdom

My line manager went on maternity leave and I had been providing insight into how the AV team could better operate so was promoted to cover running this team and remained in the role until the disbanding of the team due to the evolution of online fulfilment. I managed a team (at one point consisting to as many as 10 freelancers) providing A/V support to our London and US archives. This would often be a high pressured and fast paced role dependent on the time of year, major news stories and production cycles. While working on this team the business moved through various stages of media fulfilment which meant constantly adapting to changing technologies, ensuring the team were up to date with changes and working with other departments to make sure we were well equipped to handle the updates.Perhaps to my detriment as it essentially made my role obsolete, I assisted with the development of the online digital fulfilment archive which allowed for our previously physical media archive to be readily available to download for customer use – essentially meaning there would no longer be a need for mass manual fulfilment. It was a big development which I aided with in numerous ways, from assisting with the movement of the physical collections, digitisation of material, and testing and implementing of various digital fulfilment systems as part of the journey to automated delivery.I also attended technology development sessions in order to provide insight into what a digital delivery system would need for the end user to be able to use it comfortably as well as functionality for the different teams within AP. My practical experience in digital fulfilment coupled with hands on technical experience meant I was able to translate concepts and needs into terms the system development team could use as well as explain the technical language into everyday speak for the benefit of my Archive colleagues.

London Area, United Kingdom

The AP Video News Archive had begun to see a revamp in purpose around the time I joined the team. Prior to 2006, although it had been a commercial archive, the company had really viewed it as mainly a repository of footage. As I joined this team in August 2006 as an Archive Assistant the focus had turned to making the sub-business a viable revenue stream. My role was initially as a sort of jack of all trades, supporting the archive management of physical video assets and storage, providing sales support and also AV technician duties which involved transferring specified news stories or clips from a variety of mediums to the customers chosen format - for example a collection may be stored on 16mm film but the customer would require the footage via digital file, this would involve several machines and software to facilitate delivery. Although I had no previous experience in this, I picked it up quickly as essentially it's a series of logical processes and rules.

London Area, United Kingdom

This was my first position in international shipping. As a global media organisation, AP Television News would ship a variety of media products (mainly in tape form) and various equipment worldwide.Obviously the news happens fast and I could find myself waking up to find out the Pope had passed away so the next 9 hours of work would be high pressured while we shipped equipment and people over to cover a key news story. As such keeping a cool head and reacting to orders was a must as well as being flexible on tasks as priorities shifted.A large part of my job was maintaining the recording schedules and shipping of news programmes recorded and distributed by the company. This required me to be organised and disciplined to ensure the orders were met as well being accurate when completing shipping and customs documents on the various courier platforms.I gained a good basic working knowledge of international shipping which stood me in good stead for my later role at YOOX Net-A-Porter.

St Albans, England, United Kingdom

General bar staff dutiesWaiting on tablesDeputising for restaurant manager

Manchester Area, United Kingdom

General bar dutiesDeputising for bar managerTable serviceHotel receptionRestaurant management

Manchester Area, United Kingdom

I worked in the Immigration and Nationality Directorate as an administrative assistance at a reporting centre. We would assist with filing and record retrieval for caseworkers, sorting communications and attaching them to records.We would also facilitated the bail reporting process of asylum seekers. Monitoring attendance, assisting with miscellaneous queries from the attendees, writing to solicitors about attendance failures, using telephone translators for better communication with non - English speakers.

Manchester Area, United Kingdom

I assisted with the paperwork for the closure of deceased customer accounts. The duties mainly consisted of filing letters and documents and processing letters of account closures with the relevant documents as supplementary information.General Administrative duties

Manchester Area, United Kingdom

This role gave me a good grounding in office work. I had to be able to cover a lot of different tasks, from digital switchboard, extensive filing, senior management diary management, post room duties, conference and meeting planning, arranging and literature preparation.