Summary
Overview
Work history
Education
Skills
References
Timeline
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JOSEPH MARTIN

JOSEPH MARTIN

Sheffield,South Yorkshire

Summary

  • Leadership capabilities acquired from being a Duty Team Manager
  • Gained marketing experience in global business manufacturer - Wavin Ltd - increasing my proficiency in how to increase interest in products and services
  • Graduated with a degree in Business and Marketing from Sheffield Hallam University providing me insight into analysing market trends, increasing market interest and how to develop USP's for products and services
  • Customer service experience in all my roles helping to increase interpersonal skills, communication (written and verbally) and confidence

Overview

8
8
years of professional experience
5
5
years of post-secondary education

Work history

Duty Team Manager

First Customer Contact
Sheffield
12.2024 - Current
  • Supporting my team where necessary - conducting coaching, quality feedback and 1-1s, to enabling professional development
  • Supporting agents on the floor in terms of service knowledge (policy, terms and conditions and how to locate certain information)
  • Assisting agents in both the immediate team and other teams via escalations with customers to mitigate frustration and engage in conflict resolution - while adhering to company values of First Group and policies of TOC's
  • Working across 5 TOC's (Train Operating Companies) - GWR, TPE, AWC, Hull and Lumo; engaging in knowledge, and cooperating and liaising with them with them to support in conflict resolution and networking capabilities
  • Supporting SLA's (Service Level Agreement) support, to ensure that lines are protected and all customers problems are answered - we would engage in this by switching agents to certain lines if necessary to support the entire floor and prioritise customers enquiries and complaints
  • Assisting other departments such as Delay Repay, Refunds and Passenger Assist and helping them where necessary
  • Developing an aptitude for welfare of agents - through mental health support

Customer service advisor

First Customer Contact
Sheffield
07.2023 - Current
  • Understanding of five train operators and their different processes and policies - implemented this into finding the best solution for the agent, in which they relay this information to the customer
  • Acquired knowledge of internal systems and appropriate resources which I utilise to find the most appropriate and effective resolution for the customer
  • Display excellent verbal and written communication skills which I use to support the customer extensively and offer solutions to their enquiries/complaint
  • Increased my performance level as I prioritise efficiency in my daily activities, push to perform at a high level, leading me to be promoted into the position of Duty Team Manager as I am an ambitious individual
  • Positive experience as my self-confidence and leadership capabilities have developed through time as completing additional duties such as floor support to encourage my superiors that I am effective within a leadership position

Marketing Internship

Wavin Ltd
07.2021 - 06.2022
  • Worked on marketing and PR campaigns to make product guides, posters, banners, leaflets and banners to be displayed at trade shows and in merchants
  • Built product knowledge and learnt about the construction industry and pipe manufacturing
  • Worked with a variety of design agencies to support the development of work increasing my networking capabilities
  • Supported other companies overseas such as Sun Belt Marketing to support launches of Wavin based products with the RV market (USA)
  • Networked with external public relations agencies to increase foot traffic to websites, social media channels and extend the product range out to a wider demographic

Personal Stylist

All Saints
07.2022 - 07.2023
  • Delivering good customer services and building strong rapport with the customer
  • Giving tips to customers on how to dress and style themselves
  • Meeting KPI and personal targets through achieving good sales

Customer Services Advisor

Cool Milk
02.2018 - 05.2018
  • Ensuring high quality service to internal and external customers
  • Communicating effectively with all team members
  • Advertising all Cool Milk products and Services
  • Met Goals and KPI's set
  • Problem solving liaising between customers and order processing team when services hadn't arrived

Education

BA Hons - Business and Marketing

Sheffield Hallam University
09.2018 - 05.2023

English Literature - undefined

North Hykeham Joint Sixth Form

History - undefined

North Hykeham Joint Sixth Form

Travel and Tourism - undefined

North Hykeham Joint Sixth Form

Skills

  • Managerial and Leadership
  • Customer Service
  • Problem-solving
  • Product knowledge
  • Salesforce Competency
  • Complaint resolution
  • Analytical
  • Email management
  • Brand awareness and representation
  • Refund and exchange

References

  • Daniela Gould, Marketing Director, Wavin UK, 'Joe is a hardworking and extremely personable individual. He has natural warmth, charisma and confidence which makes it easy for him to engage with people, whether he has met them before or not'
  • Karen, Marketing Communications Manager, Wavin UK, 'Joe has been a great asset to the team, bringing lots of energy and a great attitude to all the projects he has been involved in.'

Timeline

Duty Team Manager

First Customer Contact
12.2024 - Current

Customer service advisor

First Customer Contact
07.2023 - Current

Personal Stylist

All Saints
07.2022 - 07.2023

Marketing Internship

Wavin Ltd
07.2021 - 06.2022

BA Hons - Business and Marketing

Sheffield Hallam University
09.2018 - 05.2023

Customer Services Advisor

Cool Milk
02.2018 - 05.2018

English Literature - undefined

North Hykeham Joint Sixth Form

History - undefined

North Hykeham Joint Sixth Form

Travel and Tourism - undefined

North Hykeham Joint Sixth Form

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JOSEPH MARTIN