Matty Smith Email & Phone Number

Dundee, Scotland, United Kingdom

Dundee, Scotland, United Kingdom

Perth, Scotland, United Kingdom

Perth, Scotland, United Kingdom

Dundee, Scotland, United Kingdom

Dundee, Scotland, United Kingdom

• Assisted customers with their queries regarding their prospective orders and supplied them with the appropriate information needed to finalise their orders. • Maintained the accuracy of customer records by successfully implemented new ways of working while within this role to help the customers journey. This was achieved by pulling data from purpose built ordering system and pinpoint those outstanding/pending orders that were due for either collection or delivery. This was then used to highlight those orders that had been sitting for 4 weeks which we then would now contact those to make them aware that their order was still available. • Re-organised the collections area within the business by building a purpose-built spreadsheet which consisted of daily data pulls from the admin site. This spreadsheet was altered and organised accordingly to show the orders which should still be in the warehouse and in order by alphabetic order (surname). This would be checked by hand daily to ensure the accuracy of the data and became a new process within the business. • Engaged with suppliers daily following up on orders that were placed, to ensure that our customers were being kept informed in relation to their lead time for delivery. This would also include using • Finance systems such as SAGE to process payments to suppliers.

Blairgowrie, Perth And Kinross, United Kingdom

• Key member of the Invoicing Team where I would be a point of escalation internally and externally for reviewing and resolving complex queries. • Lead relationship contact for the business for the companies 3rd party/outsourced departments such as Printing and Customer Service. This included the daily management of organising and arranging for the print of 25million scheduled invoices to ensure that they reach customers in a timely manner. with training, day-to-day queries, and developing/streamlining processes to ensure the highest quality of output.• Ensuring that individual and team KPIs were reached and, where required, liaising with various levels of stakeholders (agent, team leader, manager and director) when issues arise.• Regular monitoring and control of several mailboxes within the Invoicing Team. This would range from resolving customer contact/discrepancies to assisting colleagues within other departments with simple and complex invoicing queries, this would help build relationships and trust with colleagues that was strained previously before I was in this role.

Blairgowrie, Perth And Kinross, United Kingdom

• Led a team of 2 FTE's within newly formed department. Quickly demonstrated excellent leadership skills as the team within 6 months managed to reduce the misallocation of payments by re-allocating over 6million pounds which helped reduce customer complaints and reduce overall business costs.• Gained trust within the Customer Service department across various locations to become main escalation point for all payment/missing allocations queries. This was due to having an open and honest approach while setting realistic expectations which were often exceed and this had positive reactions through the business and through customer service surveys such as trip advisor.• Introduced customer contact within the team when resolving the payment query. This was to be more business effective and reduce offline time for customer service agents, also by being the customers point of contact the team would be able to work with the customer to ensure the query was fully understood and resolved appropriately.

• Handled customer queries/complaints as first point of contact regarding products they purchased or experiences within stores. Listened to what the customers had to say to find ways which would help re-build that trust with the brand and improve their future customer journey.• Documented all customer contact on the companies purpose-built CRM system. This ensured that if they would not need to repeat themselves which would further damage the customers opinion of the business and showed that they were listened to.

• The Entertainment department was 30% of all online non-food sales across the whole company and was the main point of contact between multiple levels within the business including Commercial, Buyers and the customers.• Held bi-annual workshops with customer engaging agents throughout the 2 contact centres. This was to gather qualitative and quantitative insights with internal and external stakeholders to enhance and simplify the customer journey. By doing this, it would help improve the relationships that were strained by the previous role holder and build trust in that the feedback was being taken onboard.• Provided support and up-to-date information to the contact centres as well as Higher Management based in Head Office and within the Contact Centres from all things from delays in shipments of products to customers and stores, to ensuring that our contact centres (Scotland/Wales) and customers were aware of any amendments to release dates of Games/DVD’s and CD’s.

Svq, Nq Physical Eduction, Pass

Taking classes of school children for P.E, while progressing our skills of putting together sports sessions, putting together a business.

Svq, Intro To Sports, Pass

Learning how to put together classes and run them for the class, taking into account learning abilities and age groups. Also learning.

Gsces, Business, Management, English, Physical Education

Activities and Societies: Football 8 GCSE's/Standard Grades: Includes Maths, English, Business Management and P.E