Customer Performance Administrator
Virgin Media
Total years of experience :3 years, 0 Months
Part-time job, whilst studying in my final university year, secured as a result of a successful 12 month work placement at Virgin Media. Administrator for the customer experience tool, Acts of Random Kindness (ARK), online portal in which frontline staff suggest random acts of kindness to be sent to Virgin Media customers following significant conversations they have recently had.
Responsibilities:
-Sourcing gifts online suggested by our staff to be delivered to our customers thus improving customer experience/relations
-Determining whether ARK suggestions are worthy to be actioned or closed
-Identifying changes to the staff online portal to make it more user friendly
-Liaising with Knowledge team specialists to implement these changes to the online portal
-Composing personalised messages for customers receiving ARK's encapsulating the significant 'moment' they shared with our frontline staff
12 month work placement for my year in industry as part of my Sandwich degree. Part of the Virgin Media Angel team under the Internal Communications and Engagement department in the Manchester contact centre. Responsibilities:
Updating intranet forum 'Message Centre' with daily written communications regarding information on local business updates and upcoming engagement events
Liaising with local businesses such as the local McDonalds regarding exclusive staff discounts for our employees
Spending time with contact agents in the call centre gathering feedback on morale around the centre as well as their opinion on our computer process systems
Feeding any issues agents had with the process system to our Knowledge team for further analysis
Supporting Virgin Media/Liberty Global leadership forum events as well as product road shows
Implementing changes around the centre to make life easier for staff e.g. the setting up of a free fruit
basket and installing hand sanitizers across the centre
5 week unpaid internship at advertising agency Responsibilities:
Assisted in digital marketing via Google for clients such as catering company Searcys
Assisted in Search Engine Optimisation (SEO) projects and social media content planning for their client 3M
Social Media content planning for client 3M
My responsibilities within the business was to sell the weekly events that Sheffield Parties held to potential customers. This involved marketing via social media platforms such as Facebook and Twitter, as well as approaching potential consumers face to face to sell tickets for events.
Part time job at magazine subscription company
Responsibilities:
Undertook queries from customer inbound calls who wanted to either set up or renew subscriptions
Took part in efforts to up-sell and offer customers exclusive deals such as trial periods of magazines free of
charge or at a discounted rate with the opportunity to transfer to a full subscription later
Sold magazines on behalf of companies such as; Conde Nast and Bauer
Predicted grade 2:1 (60%-69%)