Tracey Reid Email & Phone Number

Snodland, England, United Kingdom

West Malling

My main role is to answer customer enquiries either via social media channels or via the website’s Contact Us system. I have to ensure high standard of responses both in terms of spelling and grammar and with regards to content. I am also responsible for ensuring outgoing communications have a standardised tone and are suitable for each channel.I am responsible for providing accurate, relevant and timely information to our customers to assist with their travel plans. This role requires me to liaise closely with other departments, including Customer Service, Products and IT. I also have the responsibility of managing the system and ensuring that other users of the system are maintaining the high standard expected, and replying within the agreed response time. I recently took the initiative to create a report of the system with the aim of presenting my findings to help enhance the Contact Us system.My responsibilities in relation to our Social Media channels primarily started with the need to make more proactive posts, rather than being reactive. From here, I took it upon myself to develop our pages further, to the extent of teaching myself HTML coding to enhance our Facebook page. I have also been involved in several Social Media campaigns from concept through to conclusion, that were designed to increase brand awareness, drive traffic to the company website and have also resulted in increasing sales. I also assist in the creation of ideas and content for the company blog.In addition, I have developed beyond my job description by volunteering to unite crisis communications and becoming the focal point for external communication to customers when travel plans are disrupted. In times of travel disruption, I am responsible for identifying affected customers and drafting emails to advise of the situation and options available. Information within such emails has to be accurate, clear and concise, as well as in keeping with the company tone of voice.

I offered to assist local Kent based show band The Vintage Corporation with their social media presence and advertising. I set up and developed their channels and provided information on how to maintain engagement with their followers.I also sent press releases to local media outlets to gain coverage for upcoming shows.

West Malling

I started with Rail Europe in the call centre taking calls from the general public and providing excellent customer service in terms of product information and booking tickets for European Rail Travel. I regularly made bookings for rail journeys on the continent, using a trade-specific booking system and taking payment.I also worked at our London Travel Centre in a face-to-face sales role.I subsequently trained as an Internet Helpdesk agent, providing technical support to those having difficulty booking via the website, either by telephone or by email. I then moved to the Ticketing department, where I was responsible for completing refunds and exchanges in a timely manner, as well as assisting customers who have not received their tickets.Working within these departments allowed me to develop the ability to prioritise tasks that need to be completed. I also increased my organisational skills so that anyone covering a rest day was able fill in with ease. I was also able to enhance my written and verbal communication skills as I had to provide clear, concise answers to sometimes complex email/telephone enquiries

Strood

I worked on both the delicatessen and hot delicatessen counters. Responsibilities included:Always providing excellent levels of customer service as well as maintaining high standards of health and hygiene practices. Working as part of a team which developed my communication and teamwork skills. Taking the opportunity to use initiative in terms of merchandising and was often asked to train others

1St Class Ba (Hons) Business Administration, Business

Graduated top of the class, achieving the university's "Outstanding Achievement" award. Modules included Business Strategy, Finance.

Hnd Business Studies, Business Strategy, International Business, Marketing, Project Management

During the course of my HND, my skills in teamwork developed greatly, and I am most proud of the progress I made in making and giving.

Education record

3 A Levels: English Language (A), Business Studies (B), Biology (C) 2 AS Levels: Chemistry (D), Critical Thinking (C) 9 GCSEs: 8 A Grade.