Hugo Skelhorn

Assumed Analyst role within team, facilitating engagement with key stakeholders across business and broadening focus beyond real-time analysis.

Supported 20+ EMEA markets with performance data for customer service and aftersales insights.
Focused on repairs, returns, and exchanges to enhance operational efficiency.
Reduced exchange numbers by 50% through improved supply chains and processes.
Collaborated with internal teams to ensure data accuracy and actionable insights.

• This was a fast-paced role in real time to ensure we have the correct resource to deal with the demand from Dyson customers for the department and analyze data to identify areas of improvement for both agents and processes. In this role I have developed my excel and analytical skills to be able to create clear and informative dashboards to support the department over the past 2 years. Contributed to establishment of new Virtual Service team, providing essential support for home-related owner issues, becoming pivotal in resolution processes within Dyson's Customer Service in GB&I.

• Assisted customer queries via helpline, emails, and chat service to meet KPIs.
  Engaged in sales conversations to ensure optimal technology delivery to customers.
  Supported Social Media team during peak periods to maintain service levels.
  Supervised multiple teams in absence of team leaders to ensure continuity of operations.

• Organised business exhibitions for SMEs.
  Proactively sought out prospects meeting exhibition standards.
  Established communication with prospects to drive interest and finalise agreements.

• A job which requires a sense of urgency and the ability to cope with a heavy stream of customers and keeping a calm and positive attitude to ensure customers' expectations are met.

• Gained insight into office environment and engaged with opportunity at reputable company while entrusted with analysis of spreadsheets and client folders.