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University Of Wales Trinity Saint David

Swansea Metropolitan University

Cyfarthfa High School

Customer Success Manager at Conversocial

Greater Newport Area

Conversocial is a cloud solution that enables businesses to deliver excellent customer service across various social media channels, at large scale. It’s designed to give businesses the chance to offer swift, effective resolution to customer queries.I look after a portfolio of clients where I identify their key business objectives and develop intelligent solutions for their Social Media department to become industry leading, focusing on making the customer's journey effortless.

Conversocial

Customer Success Manager

- Reduced contact & improved the experience for customers & colleagues, e.g implementing a Twitter BOT - creating welcome messages, menu options of high volume customer queries & automated responses - this reduced agent Twitter responses by 17% (equivalent of 6.5 FTE & an annual cost saving of c. £60,000).•	Ensured front line agents were knowledgeable on all Marketing/Trade initiatives by liaising with internal/external stakeholders. I landed huge brand campaigns into the Engagement Centre, such as; Christmas, Valentine’s, Food Love Stories, Tannoy Takeover and Black Friday.  I drove Customer Satisfaction by gathering information our frontline agents required & worked with our internal Knowledge Team to create briefings & knowledge articles•	Crisis Management - I analysed data and created reports or summaries of events that describe how they impacted the business, the centre's & customers, detailing trends, opportunities & learnings, where our brand had been at risk or we have a high profile breaking issue. This includes feeding back resolutions and actions to our Leadership Team•	Spotted areas for opportunity to develop the department so we are one of the leading Customer Service Social Media department’s in the country, where extensive research and awareness of the market allow for a strong, future-proof strategy. This includes working closely with external stakeholders (e.g. Conversocial, Twitter, Facebook, Microsoft) to implement and strategise opportunistic areas through to deployment, and land them in the Engagement Centre

Tesco

Social Media & Marketing Business Support Partner

- I dealt with press related issues on a daily basis and ensured the correct areas of the business were updated with any breaking issues by sending daily reports to our Leadership Team, including company directors, Corporate Affairs and Business Partners. •	Provided insight to action and proposed business changes to improve KPI's. Develop & deliver business processes taking into account risks to the business and implementing any fixes or changes to ensure the best customer experience. •	Build, create and deliver effective, concise information and communicate to operational & business stakeholders. This includes updating our Central Knowledgebase ensuring information is readily available and easily accessible for our front line agents.•	I worked alongside our Social Media Marketing team on anything that would impact Social Media or the wider business. The contact driven from posts fell directly within the operation, so a close working relationship was vital as often, there were potential breaking issues as a direct consequence. •	Working with all areas of the business to ensure I got the best possible outcome of issues, including internal and external stakeholders. This includes Corporate Affairs, Buyers, Technical Managers, Business Partners and Directors. Provide support to front line agents through many different channels (Conversocial, email, Lync, verbally, telephone).

Social Media Business Support Executive

- Effectively monitoring customer contact and sentiment across all Social Media platforms – Facebook, Twitter, Google+, YouTube, via Conversocial•Real time analysis of the queues•Be decisive with my actions to prevent or mitigate increased customer contact•Early indicator of potential and emerging breaking issues•Liaise with resourcing on current status of Social Media queues and take appropriate action•Be responsible and drive forward the service level for the operation•Pinpoint any necessary training requirements or resourcing requirements to maintain service level•Review and moderate all user-generated content and user profiles (pre-, post- or reactive moderation) on all managed Social Media platforms•Monitor our online Community Guidelines, coordinating with stakeholders to ensure its effectiveness•Produce reports on relevant moderation statistics, issues and outcomes•Provide real time insight and trend analysis

Social Media Moderator

- Reviewing the quality of our Social Media and Web Chat written responses in real time and retroactively •Ensuring brand protection, brand voice and tone, first time resolutions and a personal, human and transparent approach•Delivering constructive feedback that supports my colleagues to improve their responses•Coaching colleagues on multi channels to improve the level of customer service we offer•Provided feedback asking for changes to be made if procedures are not followed correctly, highlighting any opportunities for improvement using the Approval system within Conversocial or BoldChat•Involved in the review of Social Media and WebChat processes/business updates to ensure a consistent approach in the delivery to all colleagues and customers•Participate in synergy sessions to enable consistency in our approach to provide a great customer experience•Keep up to date with current affairs and monitor competitor activity to make sure I am aware of the latest news, trends and activity that can hit Social Media and the wider business•Feedback any conflicts or issues that are noticed to avoid brand damage and to ensure a quick, customer friendly response keeping the brand voice and tone in mind•Working closely with different areas of the business and liaising with Operational Managers and Business Support Teams to achieve targets and goals.

Social Media & Live Chat Quality Assurance Executive

I was one of the first to be chosen to take part in a new Web Chat trial for Tesco as well as supporting Social Media. This allowed us to find different channels to interact and help our customers. I would manage the end to end conversations with customers including but not limited to;•	Customer service•	Media enquiries•	Marketing activity•	Competitions•	Companies position on sensitive and emotive issues•	Highlighting trends•	Surprise and Delight marketing initiative •	Brand engagement•	Adhering to Data Protection•	Dealing with company and customer sensitive information

Customer Service Manager - Social Media/Live Chat

- Receiving customer complaints and queries via email•	Resolving all customer queries to the best of my ability•	Responding via email or telephone, whichever was best suited to my customer•	Adhering to Data Protection•	Dealing with company and customer sensitive information

Customer Service Manager - Emails

- Dealing with many different customers with many different issues and queries•	Exceeding targets with my business statistics•	Exceeded expectations on a customer service level•	Entrusted with making outbound calls when supporting the Business Support Team•	Adhering to Data Protection•	Dealing with company and customer sensitive information

Customer Service Manager - Calls

- Quickly trusted with processing returns•	Remerchandising sale and the shop floor•	Supporting other stores for high peak seasons •	Cash-up and perform the till floats for the store

New Look

Sales Assistant

- Lead a team through the peak periods of the year•	Supported 6 Peak Sales•	Till Manager•	Able to process refunds•	Witness refunds for colleagues•	Remerchandised•	Promoted special offers

Amy Jones