Leah Baldrick Email and Phone Number

Streaming on certain platforms and creating content on various social media accounts. Doing this has lead to me gaining great skill and knowledge in: - Social Media, analytics and SEO.- Marketing.- Analyse audience retention data and viewer trends to produce targeted content, and change content to reflect audience wants and needs. - Setting up and using video and audio capture equipment, including web broadcasting software. - Producing, scheduling and broadcasting video content to a remote website on a weekly basis.- Managing and controlling an online community. - Organizing community based events , and charity fundraising events. - Editing video content for various platforms.- Creating materials for social media including animated videos, logos and brand designs.

Currently responsible for educating and supporting new hires on the role they are about to start within the company, and ensuring they are confident speaking to customers whilst using the systems and understanding the job. Mainly I conducted training within a classroom environment within the business but in recent months, due to the global pandemic, have recently moved to training virtually via zoom. Responsibilties :- Create and deliver educational material. - Conducting role-play activies to develop interpersonal skills. - Ensure new hires learn soft skills, ie building relationships, empathy, team work and problem solving.- Facilitate in providing upskill training to tenured agents or returnees from materinity, and long term sick. - Communicate and work alongside other managers to ensure a smooth transition for new hires, from training to business as usual. Ensuring minimal level of leavers from the company. - Support and mentor new employees.

Responsible for overseeing the daily activities of multiple teams over the course of five months, including a support team which serviced the purpose of supporting struggling agents with additional coaching and guidance to help with achieving KPIs. Within my first month in the Team Leader role, I had been recognized by client for improving KPIs including NPS, which increased by 15% within a month. Also improved all other KPIs and the team was awarded 'Most Improved'.

Workd as a customer service representative outsource for company EE. Dealing with customers account wether it be billing, genera enquires, sales or complaints. As well as being online dealing direct with customers, I also offer floor support for other agents on the floor looking for advice with a call there are dealing with.

Worked in store taking and carrying out orders for customers whilst ensuring the highest of quality in the product being delivered. Also dealing with customer complaints if any arose and ensuring these were resolved with highest satisfaction. Ensured other staff were trained in all aspects and delivering within or above the expected stats set to meet.

Assisted customers in finding clothing for all occasions, organised the store to be inviting and well organised. Handled cash daily.

The job included tasks such as taking in deliveries, stocking shelves and keeping the aisles tidy to a high standard. I also dealt with customers in assisting them to items and helping scan their items at checkout. Dealt with high amounts of money when on tills, making sure floats where also counted every morning and night.

Took in orders, cleaned and sanitised the restaurant. Ran social media pages and often helped in the kitchen.