I currently write quality and SEO oriented content for Fatfish Marketing and dabble in freelance writing as well. With my educational background in English Literature, I have developed a sophisticated writing style and understanding of the nuances involved in writing not only successful but enjoyable content. I write anything and everything - blog posts, product descriptions, social media posts, and everything in between.I am also continually gaining experience in the field of marketing generally - applying techniques to optimize SEO through advanced keyword development, managing client's expectations and building relationships, and ultimately creating client specific, unique, effective content.

Worked closely with Scott’s media development team to restructure and re-write all content for his personal website.I had the unique opportunity to research and re-write the personal website content for one of Canada’s most prominent venture capitalists, G Scott Paterson.Created unique content to replace all copy on Scott’s personal websiteWorked closely with his media team to manage all professional expectationsWorked to their deadlines to ensure all content was written and approved in a timely mannerDeveloped a strategy to ensure tone was developed precisely to the client’s standards

Support the collecting timekeeping information, incorporating a variety of deductions into a periodic payroll, and issuing pay and pay-related information to employees. Process company's payroll every pay periodMaintain payroll processing system and records by gathering, calculating, and inputting dataCompute employee take-home pay based on time records, benefits, and taxesAnswer staff questions about wages, deductions, attendance, and time recordsFile and keep accurate employee records pertaining to payrollchecking how many hours employees have worked and calculating this to make up their month’s pay. This can include overtime and under-time.calculating and issuing pay by BACS transfercalculating overtime, shift payments and pay increasesprinting off payslips and handing them out or sending to relevant office to be handed out

As a payroll Administrator, I support the collecting timekeeping information, incorporating a variety of deductions into a periodic payroll, and issuing pay and pay-related information to employees. On a monthly basis, I:Process company's payroll every pay periodMaintain payroll processing system and records by gathering, calculating, and inputting dataCompute employee take-home pay based on time records, benefits, and taxesAnswer staff questions about wages, deductions, attendance, and time recordsFile and keep accurate employee records pertaining to payrollchecking how many hours employees have worked and calculating this to make up their month’s pay. This can include overtime and under-time.calculating and issuing pay by BACS transfercalculating overtime, shift payments and pay increasesprinting off payslips and handing them out or sending to relevant office to be handed out

Support the development of implementation processes and procedures in maximising the efficiency and effectiveness of product adoption within the wider business.Provided assistance to re-write sales verification scripts, improving the sales process to become more compliant at the point of sale.Performing logging and record keeping for sales complaints, with specific attention to patterns of agent behaviour and process trends.Investigated and develop sales process quality analysis with an emphasis on creating positive change including verification scripting, complaints categorisation, sales complaint process mapping and quality calibration.Liaised with authorised third-party sales partners to ensure the swift resolution of any product performance issues.Maintaining consistency of service in achieving expectations and internal SLAs.Examined sales complaints through call listening and transcription. Created complaint managing cases on complaint management software.Exhibited knowledge of compliance specific to energy and broadband sales in face-to-face, telesales and online journeys.Demonstrated expertise in utilising various office software including word processing, spreadsheets and presentations.

Demonstrate strong initiative, problem-solving and analytical skills to assist the team in resolving queries as quickly and efficiently as possible. Acted as the first point of reference between the Energy Ombudsman and First Utility. Contributed to a root cause analysis initiative that indicated key customer-driven complaints resulting in propelled business-wide change.Recorded the receipt of general postal complaints and assigned and distributed tasks to the appropriate team.Ensured inbound communications including emails were communicated clearly and effectively to the appropriate team or member.Validated and quality checked all call transcriptions as part of the Subject Access Request process. Ensured caseworkers and First Utility as a whole met external SLAs to safeguard against additional costs.Processed all incoming emails from the Ombudsman including new complaints and all subsequent communication throughout the complaints process.Tracked, logged, and updated case statuses to ensure caseworkers receive all relevant data and information. Analysed and extracted customer data on company software. Constructed a timeline of customer complaints to create visibility surrounding key factors and indicators.Maintained the integrity of the data within internal systems is consistently accurate, complete and up to date.Demonstrated confidence and effectiveness with communicating information to senior management.Generated data to propel feedback, analysis, and change to current individual behaviours and processes.Managed high-level complaints and resolved within given SLA. Identified and highlighted potential areas that require improvement through training, mentoring and support.

Contributed to the efficiency of the overall business by ensuring all assigned administrative duties were completed. Arranged and organised all aspects of stakeholder events, including flight itineraries, hotel accommodation, transportation, car rental, restaurant reservation and catering, diary management and event planning. Assisted administrative HR-related tasks including the creation and maintenance of international staff directories, emergency contact lists, risk assessment templates, new employee checklists, and work health assessments.Maintained and organised meetings, schedules, conferences and travel of existing and new buyers and investors.Performed IT-related tasks including setting up computers, software, and phone systems for new employees. Demonstrated efficiency in Microsoft Excel and Onenote and operated general office equipment.Maintained strong relationships with internal and external stakeholders by acting as the liaison between international investors and the company. Enhanced effectiveness by providing information management support.