Gwion Tomos

• Improved user experiences and journeys through targeted research and analysis.
• Produced analysis quickly for responsive, adaptable support in fast-paced, evolving environments.
• Monitored new and emerging technologies to evolve in-house reporting and analysis possibilities.
• Supported portfolio development through strategic web analytics and user insight.

• Took ownership of escalated customer issues and followed through to resolution.
• Recognised issues and implemented corrective actions for continual improvement.
• Reviewed processes and practices regularly to achieve business goals.
• Recruited customer service team members and mentored in company policies and best practices.
• Sought customer feedback and applied data to inform service-level improvements.

• Employed tactful, diplomatic communication skills when dealing with dissatisfied customers, earning “excellent” in post-call customer evaluations.
• Exceeded targets by delivering comprehensive and consistent service.
• Escalated complex issues quickly to supervisors to avoid formal complaints.
• Audited calls and service levels to maintain high standards.
• Improved company processes by analysing customer feedback and service trends.
• Resolved complaints with proactive problem-solving and analysis.

- Undertake programmed and routine inspections of commercial premises in accordance with relevant legislation, regulations & codes of practice, and within written procedures where appropriate so as to ensure their compliance in respect of food safety, health and safety and relevant statutes.

- Investigate and carry out follow up procedures in respect of complaints made by the public regarding food safety.