Matthew Young Email & Phone Number

Moreton-In-Marsh, England, United Kingdom

On track to exceed the Corporate Gifts budget, a growth of ~25% YOY.Drive sales and motivate a team of advisors to achieve and exceed team targets.To be a point of contact for all Gift related queries, with particular attention given to communication between the Gifts Team, Distribution Centre and Head Office.Provide a professional, engaging and inspirational team environment to allow all advisors to excel in the Gifts role.

Identifying and reporting on both usability and functionality issues within a new in-house system.Following up on reported bugs with Chennai based QA team to bring resolutions.Following scheduled test runs.Liaising with various departments to assist with the end to end testing and resolution of bugs.Assisting with customer service in bringing current data up to date ready for migration.Rolling out new system to wider business through training and focus group.

Delivered a highly successful 2017 & 2018 peak gifts campaign, exceeding both the budgeted (+£45k) and forecasted (+£90k) target and finishing +26% up on revenue compared to 2016.Deliver impeccable standards of customer service and ensure attention to detail is achieved in operational roles, particularly with email communication and order processing.Ensure optimum individual and team productivity throughout the campaign.Be able to deal with team and customer enquiries on a daily basis, being a point of authority at all times.

Responsible for the performance of team of Customer Service Advisors, working closely with colleagues to achieve operational and performance targets.Proven track record of leading, coaching, developing and managing a team of Advisors providing structured feedback.Comfortable working in a fast paced target driven environment.Able to adapt to change and pro-active in helping shape an ever changing environment where I’ve influenced and contributed to improving process deficiencies.

Lead by example and be a mentor to the rest of the Customer Service Team.Deliver exceptional levels of Customer Service through all channels including emails, click to chat, social media.Responsible for dealing with escalated customer queries ensuring full ownership through to resolution.Working closely with Team Managers to ensure the Customer Service Support Team is resourced effectively to achieve Service Level Agreements.Extensive knowledge and use of multiple systems used within the Customer Service Support Team including Grapevine, Wineseller, Ignite and AX

Consistently exceeded performance based targets.My service driven nature enabled the Customer Service Team to be consistently responsive to customer and corporate queries.Considerable in depth understanding of the Company’s processes and social media channels.Very strong attention to detail and flexibility to switch between any of the processes within departmental operating systems.Proven track record in making decisions and prioritising work loads. On-going mentoring of individuals within the Customer Service Support Team.Ownership and control of more complex and escalated enquiries.

Integral to the launch of a Beer club, working closely with the innovation team to deliver a highly successful project from a standing start to its first year of full trading.Full ownership of all customer service contacts from a customer base of 1,000 customers, while developing operational processes to ensure a seamless ‘on brand’ customer experience.Work alongside a distribution centre operative to ensure order fulfilment within agreed KPIs, and stock management is fully controlled.Managing all aspects of orders, payments and deliveries via a standalone ecommerce system (Shopify) and third-party applications.Drive shop sales via all channels to maximise revenue, while merchandising offers, products and short-life stock to assist with stock clearance, achieving a margin target.Build relationships, both internally and externally, to develop a website, drive recruitment, and implement key operational processes.

Bachelor Of Science - Bs, Sports And Exercise, 2:1

Btec National Diploma, Sport & Exercise Sciences, Triple Distrinction

Gcse, 10 Gcse’S All A-C Grades