My Customer Service career started In August 2019, after working in the Entertainments industry from 2014-2019. I started working for BrewDog in their Big Smoke office in London, where I gained valuable office experience working in the Customer Service Crew. I gained experience of using FreshWorks, Jira, Coinify and Stripe. I was also very proud to hit world-class service levels consistently in my role here. This gave me my first introduction to using Customer Service Systems. I also took ownership of Brand & Culture updates and Cryptocurrency transactions.So lockdown happened, my time at BrewDog came to an end, and I joined Goodlord as a Customer Support Hero in July 2020. This was a whole new area of expertise, where I have learnt a lot about the ever changing rental process. This was extremely interesting and insightful to learn about during the Coronavirus Lockdown. I was able to expand my Customer Service Skills by being competent on Live Chat and Phone, alongside my previous email experience. I was involved with delivering company updates to the whole team at Goodlord within my first 6 months, which was a rewarding experience. I also helped to train up other new staff members, which was great to test my knowledge and skills I had learnt in a short period of time.These experiences led me to be promoted to Senior Customer Support Hero in May 2021. Shortly after this promotion, I went on Maternity Leave in July 2021. However, I was able to gain senior level skills in that short time-frame, including assisting heroes with more complex queries and dealing with escalations. After returning in February 2022 and moving from London back to Aberdeenshire, I came back into my role ready to relearn. Shortly after this, I was given the opportunity to interview and was promoted to Technical Support Team Trainer in March 2022. I trained new Customer Support Heroes from their initial onboarding, which was an invaluable learning experience for myself on how to effectively train staff remotely in an engaging manner. I was able to continually improve training by taking on additional courses to further my own training and to develop my programme further. I was able to contribute to the sentiment in the Customer Service team improving, resulting in improved productivity scores, as well as developing a continuous training plan for experienced heroes so that their knowledge can continue to effectively assist our client base. This experience as trainer led to me being promoted to one of the Customer Support Team Manager’s in June 2023, where I sit today.