Will Swift Email & Phone Number

Bristol, Gb

Bristol, England, United Kingdom

Remote

I manage logistics across our network of nationwide antenatal courses, interacting with clients and instructors to ensure our courses run smoothly and our clients receive the best experience possible.This includes organising all social events across the country and managing all information within our back office system, which feeds our website and sends out information to clients, instructors and venues. I create new processes to improve operational efficiency and I provide first-class customer service support, handling customer issues in a casual, warm, friendly and sensitive manner.

Bristol, England, United Kingdom

As the contributor engagement program manager, I cared deeply about all aspects of the user experience. I was constantly striving to make contributing to IMDb better for the community, by bringing Product, Engineering and Leadership teams closer to customers. As a part of this role, I managed a variety of multi-stakeholder company-wide projects at the same time, all within strict non-negotiable timelines and delivered to a high quality. I planned and conducted qualitative, quantitative and mixed methods user research including Qualtrics surveys, interviews and UserTesting usability case studies, to understand user behaviour and identify customer problems and needs. I synthesised results and utilised a range of storytelling techniques to present insights to leadership, connecting with partners to influence strategies and future roadmaps. I collaborated with stakeholders in Product, Engineering, Operations, Data Science and Marketing teams in an AGILE environment, acting as the voice of the user in the product development process.

Bristol, England, United Kingdom

As a Data Editor, it was my job to ensure that all information on IMDb is accurate for customers. This information supports the Consumer website, IMDbPro and various Amazon experiences, whilst maintaining IMDb’s reputation as the premier source of entertainment information online. I created internal vetting processes, front-end mappings and wrote configs, driving innovation by identifying patterns in data to increase auto-processing rates at scale and improve manual efficiency.I was the community platform manager for IMDb data issues, communicating daily with contributors on the IMDb public forum. I represented the customer with internal teams, raising user issues with product and tech and pushing for fixes. I also presented the first-ever deep-dive into the top 250 contributors to leadership teams, recording their motivations and habits, and what UI changes would improve the contribution experience for all users.

In this role I was responsible for creating monthly internal reports depicting desk & supplier activity; the key findings of which I presented to senior management quarterly. I produced end-of-year retrospectives highlighting service level improvements and areas in need on attention. I contributed key data to summary reports to the client (Lloyds TSB), supplying evidence that all contractual targets had been met. I actioned one-off internal and client requests, investigating and reporting on a wide range of issues. I monitored and managed third party supplier performance on a daily basis, preventing and mitigating any potential SLA breaches in advance.I used data analysis to forecast and predict how any contractual amendments and variations in the total number of managed devices will impact the overall service. I assessed agent productivity numbers to highlight both positive and negative performance trends to the service desk team leader.In this position I was responsible for improving the information added to the web-based data management system. I created processes to standardise and structure the data provided by the Service Desk, and I managed and created various asset clean-up projects to improve the accuracy of the data content. I also made edits to the web-based data management system to meet evolving operational demands.

I was the main contact supplying technical assistance to engineers installing new devices within Lloyds TSB as part of the national site refresh project. I learned how to communicate with our third-party suppliers to pre-empt and combat customer escalations. In this role I entered and maintained the data content to provide comprehensible and precise records, and I ran clean-up projects on the database content. I wrote SOPs and trained new members of staff to the standards expected, and I also provided comprehensive cover for every department, including the management of the 15-person service desk when required.

Bachelor Of Arts (B.A.) Hons, Ancient History And Archaeology, 2.1

Education record