Business Management. Responsibility for entire day-to-day running of e-commerce site(mycondom.com). All aspects of purchasing, marketing, advertising, sales, fulfilment and after-salescustomer care. Approx. 600 SKUs and 50 daily orders.• Purchasing. Negotiating purchase prices to ensure lowest prices paid for products.Inventory control in warehouse to maximise efficiency for pick & packing of orders.• Product selection. Delivering a fresh and exciting stream of product offerings to customers.• Marketing. Copy-writing for product and category website pages, maximising positive SEO effects.• Advertising. Responsibility for Google Adwords spend. Creating and sending marketing emails tocustomer database showcasing new products, special offers or seasonal products that were available.• Sales. Developing trade customer relations as well as regular website customers. Up-selling previouslyunknown products to high volume customers.• Order fulfilment. Hiring and supervising pick-packing staff. Ordering of specialist packaging and materials.• After Sales / Customer Care. Resolving any customer issues with service or products at first contact.

-Introduced daily compliance checks to ensure customer experience and order value were maximised. -Provided one-off reports on agent's call behaviour as and when needed by appropriate Team Leaders. -Built easy-to-use MS Excel based checking sheet to enable Team Leaders to quality check their own staff without having to rely on quality checker. -Supported in-house training staff with unique insight into to what makes a good/bad call.-Supported team leaders managing sales floor as and when needed. -Assisted with setting call settings and agent profiles on Nortel Contact Centre Management.Customer Escalations.- Completed call listening requests and contacted customers if needed to resolve queries regarding details discussed on telephone. - Made copies of telephone calls available to customers (if needed) within PCI DSS security standards. -Provided feedback for sales agents if needed following a call listening request.Fraud Prevention.- Fraud has been a major problem for online/telephone travel agents. Criminals often take cash from unsuspecting customers and book with an agent over the phone using a stolen credit card. The customer travels on the holiday before credit card owner realizes the money has been taken and the credit card company retrieves the money from the travel agent. The agent loses out as they cannot reclaim the money from the tour operators. - Investigated previous fraudulent bookings made over the telephone to assist with company guidelines for sales agents on how to avoid accepting such a booking. - Retrieved details from phone calls to be passed to Greater Manchester Police to assist in investigation of travel booking fraud.

- Ensuring holiday orders are booked as efficiently and accurately as possible. - Using knowledge of flight and hotel booking systems to up sell and switch sell holiday elements to ensure each order makes maximum profit possible.

- Liaising with existing customers of the condensate pump ranges to discuss sales and feedback from engineers. - Training distributor staff on technical details of the product. - Setting up trade stalls in distributor outlets to boost awareness and sales of CAP products. - Meeting with potential customers of CAP linear pump range.

Assembling and testing whole pumps as efficiently as possible using kit lists, diagrams and test rigs.