Michael Brown Email & Phone Number

Frome, Gb

United Kingdom

Working within an exciting and fast-expanding sector within the UK, supporting business to protect their staff, profits, reputation and future.Responsible for the delivery of:- Building relationships with staff to ensure productivity within their job roles- Communicating job expectations to the team- Planning, monitoring, appraising and reviewing job contributions of the team- Company policies and procedures- A seamless end-to-end customer experience- Handling client and customer queries at all levels- Excellent customer service during any point of contact- Maintaining customer satisfaction by providing problems-solving resources- Achieving customer service objectives by contributing information and recommendations to strategic plans and reviews.- Implementing production, productivity, quality and customer-service standards- Identifying customer service trends and determining improvements - Meeting customer service financial objectives by forecasting requirements- Determining customer service requirements by maintaining contact with customers and visiting operational environments- Improving customer service quality results by evaluating and re-designing processes and establishing & communicating service metrics and monitoring & analysing results- Maximising operational performance by providing help desk resources and technical advice- Shipping and Logistics of all products- Ensuring that all products hold specification needed to comply with governing laws- Adhering to import procedures both in the UK & EU- Inventory Management- Product & Service quality checks- Supplier Management & Evaluations- Supporting Business Development projects- Business Quality Objectives- Adherence to external ISO standards- Preparing and completing action plans- Resolving problems and disseminating advisories & warnings- Detecting and diagnosing network problems- Accomplishing information systems and organisation missions

London, United Kingdom

London, United Kingdom

London, United Kingdom

Trained as; Key-holder, Duty manager, Disciplinary and Grievance manager, Hiring Manager• Line managing partners – Managing absence by ensuring that Notifications of Absence, Return to Works and any investigations are all completed promptly and correctly. Managing performance, ensuring each partner has a Personal Development Plan set up which is based on their awareness and performance, recording all conversations with partners and taking appropriate action. Using support such as Policy Advice when necessary.• Running the branch operation on a day-to-day basis – Ensuring all aspects are covered including Compliance, Replenishment and Customer Service. • Managing the Customer Service department – Planning strategy and addressing issues within hospitality areas, customer service desk and e-commerce operation. • Focusing on the e-commerce section – Leading a team of drivers and personal shoppers to deliver customers shopping complete and on time.• Dealing with escalated customer complaints, sometimes leading to investigations.• Analyzing branch results in order to plan for improvement both within the Customer service sector and branch as a whole.• Liaising with the Head Office eCommerce team, setting up regular meetings to ensure that branch targets are challenging but achievable. Building a relationship with the Business Development Manager, securing support when needed.• Partner Voice representative for 2018.Completing Branch Self Assessments and following up any priorities

London, United Kingdom

Duties at work included but were not limited to;- Leading Unexplained Wastage project- Partner Voice Chairman- Analysis and communication of monthly branch Profit & Loss documents- Managing a vast range of maintenance jobs throughout the entire branch- Managing the section on a day to day basis - Handing over shifts to managers to highest possible standards- Leading promotional changeovers- Liaising with Head Office regarding store layouts and implementing changes- Working closely with section managers to greatly enhance efficiency throughout the branch- Price auditing- Layout reviews- Layout sequencing

London, United Kingdom

CUSTOMER SERVICE SUPERVISOR (Feb 2015 - Jan 2017)- Coordinating partners’ shifts and breaks - Adjusting staff in order to manage queues in real time- Dealing with returns and complaints including abusive customers- Liaising with other departments for till cover throughout the day- Cashing in/up tills- Dealing with unhappy staff- Building relationships with other branches for different types of support- Implementing streamlining processes creating more efficient workplace- Running the section in manager’s absence - Successfully handing over shifts to managers to high standards expected- Working in both core and convenience branches- Receiving incoming and making outgoing calls- Fixing broken tills and other fixtures when neededSELLING ASSISTANT (Aug 2013 - Feb 2015)- Receiving and organising deliveries- Cross-trained on multiple sections across the business- Organising warehouses and chillers to the highest of standards- Carrying out delivery audit processes- Working, reducing and destroying stock- Working flexibly through the branch- Great level of customer care- Following good stock management procedures- Taking pride in the branch

Sydney, Australia

12 weeks full time work in the SEO department of a top digital media company in Sydney, Australia. Offered permanent SEO Assistant position at the end of contract due to high quality performance. As well as learning all the basic SEO developing understanding of various aspects of digital marketing, such as, Paid Media, Mobile marketing, CRO and Social Media. - Worked with clients such as McDonald’s, Weight Watchers and NIVEA. - Taking part in creating a campaign pitching for Huggies Pull-ups product. - Analysing performance against previous time frames as well as against competitors in order to make improvements. - Using Google Analytics to monitor performance- Drawing insights from subtle figures and statistics. - Providing recommendations on marketing strategies based on these insights.- Researching changes in the market that are key to improving strategies for clients. - Compiling updates about the industry and presenting during weekly meetings.- Creative writing – meta data, marketing scripts, product descriptions- Other tasks included Url mapping, keyword research, updating google my business profiles, on-page optimization and website audits

London, United Kingdom

Working with the Director of this company provided great insights into the world of corporate social media, including paid posts, copywriting, analysis of post engagement, creative post design and research into unfamiliar demographics. Working with one particular brand provided an experience which led to greater understanding as to how to create posts with a target audience in mind. Job included creating posts, researching current affairs, analyzing trends, analyzing and comparing what worked with certain posts and what didn’t in order to change.

Hammersmith, London

Working in this sports coaching app creator company’s customer service department required great customer service skills on a digital platform. Among other tasks, the position required; - Managing workflow and liaising between different departments.- Responding to customers’ feedbacks and any issues. - Part taking in creating knowledge base systems. - Researching and collating data. - Internal reviews, making plans/storyboards and creating video tutorials.- Compiling list of people to network with on Social Media and Internet at large.

United Kingdom

Chronicles of Syntax is a Sci-Fi TV show aired on the 1st of February 2013. Working as a sound recordist, running errands supporting the filming crew. Ability to juggle many duties at the same time under great pressure and display flexibility in a colourful yet very demanding environment with people’s various needs and opinions proved to be of a great value.

Osterly

Working in the postproduction sector, learning about filming with green screen, and how that gets transformed to the final edit. Experience gained working with 3D filming, editing, and the perspective feature. Supporting senior staff with various tasks. As a result an open invitation to return received.(Position held Feb 11 - Mar 11 & Aug 11 - Sep 11)

Kensington High Street

Kensington High Street organic health food shop and café was a fast paced environment serving large number of customers daily. Working on a busy shop floor as well as doing various background tasks such as; stock taking, liaising with suppliers, attending food fairs, searching for and researching new products, book keeping, banking, managing floats.

Bachelor Of Science (Bsc), Mathematics And Statistics

Activities and Societies: Studio Team, Radio Host, Antibullying Steering Group

Mathematics, Biology And Chemistry, A Level, A* - C'S

Activities and Societies: Mathsbusking, Table Tennis clubStudied Mathematics, Biology and Chemistry for 2 years. Active in social clubs.

Gcse'S

Activities and Societies: Table Tennis club, Chess club,