I am fully trained on Xsellco Fusion. I have also used Desk before. I am confident on both software's. I have been a Customer Service Support Manager for 5 years. I trained up a team of 7 all via conference calls over in India. I spent 4 weeks training them. I was responsible for ensuring they performed well, and assisted with queries that were out of their skillset. For this, I had to be available most hours. Working 5 days a week, and being available for any needs on the weekend. This role has shown the dedication I put into my work.My duties in this role;- Using Linnworks to navigate orders which were processed or in open/pending- Using Stripe for taking orders over the phone and processing card transactions - Accepting returns from marketplaces and actioning returns on their arrival- Issuing refunds/replacements/cancellations/discounts/money requests- Dealing with all Amazon A-Z Claims, Chargebacks, and Negative Feedback- Dealing with eBay Resolution Cases and Negative Feedback- Dealing with PayPal Claims - Analysing data from Amazon and eBay satisfaction reports, late dispatch reports, and returns reports- Completing E-mails from eBay, NOTHS, Direct website customers and all Amazon Channels (UK,DE,FR,US & CA) through Xsellco Fusion.- Contacting customers for any stock issues- Answering phone calls/making calls- Dealing with customers who come to HQ for collections- Managing Xsellco for support metrics - Managing customer service teams, processes, and policiesSkills I have developed in this role;- The ability to analyze and troubleshoot complex problems, then propose solutions or recommendations- Effective communication skills, the ability to express thoughts clearly, listen carefully and respond appropriately- Interpersonal Skills- Safeguarding customers’ card information- Extensive knowledge of online Marketplaces- Extensive knowledge of Linnworks- Extensive knowledge of Xsellco

Whilst working at TGO doing Customer Support. I was taught all about SERP/SEO, I took on from this point the product optimisation job. It's only been the past 18 months where I have really stepped up my knowledge of how this works, and become quite good at it. My duties in this role;- Product Optimisation - Ensuring all SKU's are listed, titles have accurate keywords which are common for that search engine, pricing, categorisation, specifics, imagery, competitive pricing and delivery costs.- Monitoring Sales Data - I would ensure SKU's are monitored per Excel sheet, each sheet has different criteria, this is based on how well the SKU performs, if at all, and per channel, per season. - Stock Control - Ensuring hot sell SKU's are monitored closely- Communication with Purchasing - Ensuring I keep in close contact with the purchasing team, giving them information of performing SKU's so they can re-order even before their data is in their hands.- Product End of Line - Discounting and price management on SKU's that do not sell anymore.- Product Sourcing - Extensive research on current stock that sells on Marketplaces, emailing agents and submitting those to purchasing.- Marketplace Cleansing - I ensure all marketplaces are kept in good order, living up to the demands of metrics within the channels.Skills I have developed in this role;- Developed an extensive knowledge of our Inventory- Excel skills - Developed extensive knowledge of all Marketplaces (Amazon, eBay, NOTHS, CDiscount and NOTHS)- Attention to detail- Planning - Coordination