Joshua Thomas

Managing over 350 accounts for a digital agency to provide exceptional customer service. This includes payment management, first-line technical support, custom web design, and SEO optimisation.

Key Skills

• Technical support - Resolving in-house hardware issues and hosting remote support sessions/training with clients.
• Search engine optimisation - SEO on a variety of platforms, including Google Search Console and Analytics.
• Building and maintaining relationships - Building rapport with new and existing customers to boost client retention.
• Problem resolution - Resolving both technical and customer service-based issues efficiently, following up to ensure the
  problem has not occurred again.

Key Contributions

• Cover Team leader for the Web Design, Marketing, and Accounts when the managing director is on leave. This involves resolving departmental issues, acting as the primary contact for customer concerns, and providing feedback to direct reports.
• Creating a website migration File Transfer Protocol to ensure that no data is lost. Part of this was creating a playbook to ensure that others can transfer data seamlessly and could understand the necessity for data integrity.

Organised, labelled, and shipped packages whilst completing detailed documentation to meet deadlines. This required an efficient working environment whilst ensuring product quality and accuracy met high company standards.

Key Skills

• Attention to Detail - Meticulously checked product quality, completed accurate documentation, and ensured proper labelling
  for successful deliveries.
• Efficiency and Time Management - Consistently maintained a quick pace to meet order deadlines while upholding quality
  standards in a fast-paced environment.
• Forklift Licence - I saw an opportunity to upskill as there were limited licence holders in the business. This allowed the team to work more efficiently during time-sensitive scenarios.

Delivered exceptional customer service by actively engaging with customers, understanding their needs, and providing personalised
recommendations. Maintained efficient operations during peak periods while resolving customer concerns through proactive
problem-solving.

Key Skills

• Customer Engagement - Greeted customers warmly, listened attentively to their preferences, and provided targeted advice
  to enhance their shopping experience and increase sales.
• Problem Resolution - Effectively addressed customer complaints and process issues with a positive attitude, ensuring high
  levels of customer satisfaction.