Laurence Langan Email & Phone Number

London

- Promoted to exclusively handle social media and webchat, recognising my exceptional work and experience on these channels. - Handled high level complaints on these channels and on Trustpilot which provided a vital boost to our reputation in a challenging time for the industry. - Interviewed and onboarded new members of the team. Created training materials for social media and trained new entrants on these platforms as well as continuing to update and streamline processes.- Selected as “The Voice of So Energy”, providing the voice for an IVR and helping write and maintain our IVR system.

London, England, United Kingdom

- First point of contact with customers over a wide range of channels, phone, email, webchat and social media. - Managed a successful project to create/update FAQs and canned responses to increase productivity of the call centre. This involved researching the energy industry, writing copy, learning SEO and organising the project through our CMS.- Solely responsible for social media contacts for several months during the beginning of the pandemic. Became responsible for creating processes and making decisions for social media as well as training new entrants in the skills and day to day use of several platforms.

London

- Writing, editing and producing a bi-monthly film podcast made up of features, reviews and profiles. - Began life as a film blog named Cell Magazine, but re-launched in 2020 as the podcast. - Crafted my own on air style and recurring segments to give each episode its own recognisable style and humour.- Maintained a social media presence, updating followers with the latest epsiodes and establishing the brand.- Sourced musicians, illustrators, writers and other contributors, editing and proofing their work.Designed and printed a one-off special magazine, distributed free throughout Norwich and available online.

- Responsible for processing every secondhand product that comes through Wex Photo Video.- Writing and editing information on the condition of a variety of photographic, video and audio equipment for publication on Wex's website.- Photographing and packaging every secondhand product.- Managing a variety of other admin tasks including processing returns, correcting errors on the website and sending products away for repair.

Norwich

- Processing compensation claims from customers travelling across the U.K.- Using Excel, kept an up to date log of the compensations to avoid duplicate claims and improve customer service.- Communicating with customers via email and over the phone about their complaints and escalating if necessary.- Assisting the admin staff with any out of the ordinary office tasks.

Norwich, United Kingdom

- Lead groups of visiting foreign students on educational trips to locations in Norwich, London and Cambridge.- Responsible for organising the groups and giving them a great social experience as well as getting them to participate in activities organised by the school.- While on a trip I managed money and tickets for various attractions.

Norwich, United Kingdom

- Received incoming and made outbound calls handling insurance claims, customer service and technical support for a variety of companies including O2, Microsoft, Samsung and Littlewoods.- Maintained a relationship with customers and clients through emails and over the phone- Updated a database of our correspondence using Excel.- Responsible for the Microsoft inbox, responding to all emails within 24 hours, escalating complaints and chasing up customer and client issues.- Represented our team in the monthly inter-office meeting with the business and office managers.

Norwich, United Kingdom

- Received inbound calls to make sales with speed and efficiency, handling complaints with care and courtesy around the busy festive season.- Working under my own supervision, I had to complete a customer service diary for issues that take more than a working day to complete e.g. personally tracking a re-delivery- Met several targets in terms of up-selling customers on seasonal deals and products they wouldn’t have otherwise purchased.

Norwich, United Kingdom

- Working on leads I pitched private healthcare to business owners around Norfolk and arranged meetings for our sales team.- Maintaining and updating a personal database of appointments and leads.

Colchester, United Kingdom

- Responsible for all matters to do with the station and advancing and developing the station with my own brief.- Created promotional materials for the station.- Created a catch up service using BBC iPlayer as a model so students could download previous shows.In charge of the social media for the station, updating listeners daily through Twitter and Facebook.- Organised social events such as pub crawls, the Red Radio club takeover and freshers fair events.In charge of a team of co-managers, delegating daily jobs and supervising the training of new presenters. Also interviewed and appointed the new manager.

Bachelor Of Arts - Ba, Humanities/Humanistic Studies

A Levels, Media Studies A, Film Studies B, Sociology D

Gcses, 6 A*-C Grades Including Maths, English And Science