Summary
Overview
Work History
Education
Skills
Accomplishments
Custom
References
Timeline
Generic

Amelia Hammond

Bury St Edmunds,Suffolk

Summary

Accomplished professional with extensive expertise in data analytics, SQL, and Google Analytics. Proven track record in process optimisation, automation, and customer support. Adept at using Zendesk Explore and Snowflake for comprehensive data analysis and reporting. Skilled in project management, stakeholder engagement, and team development. Demonstrated ability to implement practical solutions, analyse complex datasets, create business cases, and ensure compliance with security/GDPR standards. Proficient in SQL, advanced Excel competencies, and fundamental Python. Career goal: to leverage analytical skills to drive business growth and innovation.

Overview

7
7
years of professional experience

Work History

User Experience Specialist

Jagex
Cambridge, CAM
01.2022 - Current
  • Specialised in data-driven decision-making, utilising SQL, Google Analytics, and Explore dashboards to enhance operational efficiency
  • Led Jagex account recovery and hijacking Level-Up Initiative, providing insights that informed senior leadership/exec decisions regarding recovery route for Jagex accounts based on ROI, retention, and lost revenue
  • Created template to audit reporting throughout department conducted audits for 4 teams ensuring data accuracy and GDPR compliance - highlighting 1 critical security/GDPR issue within data warehouse and over 20 issues ranging from minor to major within departmental reporting
  • Worked to resolve most critical problems, allowing department to achieve data maturity and reporting accuracy
  • Gathered and presented data to support live chat business case for executive funding, analysed ROI, retention and CSAT
  • Developed reporting dashboards in Explore and Periscope to track business metrics and optimise support operations
  • Developed comprehensive research plans for 3 project, allowing for successful project execution, via stage gating
  • Acted as Zendesk SME, filling critical knowledge gap and leading process improvements for customer support backend
  • Spearheaded Live Chat setup, configuration, and quality assessment, improving retention (+10%) and CSAT (+17%)
  • Led Lost Items Overhaul, refining processes to save 10.5 hours per week via improve efficiency
  • Additionally ran Lost items trial resulting in +21% CSAT
  • Designed and implemented best practice HTML guide for online knowledge base articles
  • Trained successor for Zendesk admin role, created best practices and training guide, then delivered training over 6 month period with regular check in's with senior leadership
  • Identified and mitigated 1 malicious security risk that could have halted all Player Support operations
  • Identified 1 critical GDPR risk and resolved, saving Jagex from fine of up to £10million

Player Support Specialist

Jagex
Cambridge, CAM
01.2020 - 01.2022
  • Provided frontline player support, handling risk-to-life escalations, outreach complaints, and technical inquiries
  • Acted as Knowledge Base point of contact during sponsor absence. Reviewed and overhauled over 25 tech articles, ensuring accuracy
  • Acted as lead Outreach curator, overhauled internal quality review process for complaints, ensuring agent actions were sampled on daily basis
  • Ensured Jagex Support site was appropriate for Age Appropriate design when legislation was released
  • Created HTML best practice guide to ensure standardised code across support centre
  • Managed Zendesk configurations and optimisations, improving agent workflows and resolving major bugs affecting player support UX
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Fitter

Halfords
Bury St Edmunds, Suffolk
01.2018 - 01.2021
  • Implemented systems to enhance operational efficiency and customer experience, such as toolkit accountability system that reduced costs by £70avg per quarter
  • Designed key tagging system to streamline customer drop-offs, reducing time between fits by 7%
  • Managed store’s website feedback, sharing positive responses with team and addressing recurring issues such as tool availability to reduce fitting delays
  • Provided daily management updates on sales and service targets, driving high standard of customer service
  • Received 2 flash bonuses for outstanding service based on customer feedback

Education

Some College (No Degree) - Forensic Science

West Suffolk College
Bury St Edmunds

Skills

  • Data Analytics
  • SQL
  • Google Analytics
  • Zendesk Explore
  • Snowflake
  • Process Optimisation
  • Customer Support
  • Experience Research
  • Zendesk Administration
  • Compliance
  • Knowledge Base Management
  • Project Management
  • Training
  • Competitor analysis
  • Python (Object oriented programming)
  • Advanced Excel competencies

Accomplishments

  • Reduced queue type volume by 75% through proactive player support enhancements.
  • Identified and mitigated a major security threat, leading to company-wide best practice adoption.
  • Saved 10.5 hours per week by streamlining Player Support workflows.
  • Led training initiatives, ensuring knowledge transfer and team skill development.
  • Improved reporting accuracy and provided key data insights for strategic decision-making.

Custom

Available upon request.

References

References available upon request.

Timeline

User Experience Specialist

Jagex
01.2022 - Current

Player Support Specialist

Jagex
01.2020 - 01.2022

Fitter

Halfords
01.2018 - 01.2021

Some College (No Degree) - Forensic Science

West Suffolk College

Similar Profiles

CREATE PROFILE
Amelia Hammond