Mark Weston
Llanelli
Summary
A conscientious and ambitious team player with a strong interest in travel and tourism, communications, legal matters and investigations. Highly organised, innovative, and level-headed. A skilled communicator with excellent written and verbal abilities.
Experienced in taking ownership of responsibilities and providing valuable feedback to both peers and senior leaders. Demonstrable expertise in reverse mentoring, process improvement, data-driven decision-making, and managing small-scale projects effectively.
Overview
7
7
years of professional experience
Work History
Specialist - Quality Assurance & Compliance
Virgin Atlantic & Virgin Atlantic Holidays
03.2022 - Current
- Chatbot Analyst (Unofficial Role housed in the QA team)
- Solely responsible for the design, content management, continual analysis, and optimisation of the VAA and VAH online help bots, as well as the flow structure design of the Web Messaging service, aimed at reducing call volume to the Customer Centre.
- Developed expertise in text analysis, data-driven decision-making, and adapting content to align with customer language, ensuring the information provided is accurate and up to date.
- Utilised Excel and MS Visio to document changes and create visual representations of topic flows for review.
- Delivered measurable results, reducing the customer escalation rate from 22% to 16% within the first two months in the role. Achieved an 11% increase in bot containment, improving from 27% to 38% between H1 2023 and H1 2024.
- Heavily involved in copywriting and content creation, authoring over 200 topics in line with the brand's tone of voice and communication style.
- Provided weekly reports and performance updates to senior management across customer service, customer care, operational change, and directly to the VP of Customer Centres.
Talent Assessor
Virgin Atlantic
01.2020 - 03.2022
- Development opportunity - To facilitate the ongoing recruitment process in the Swansea Customer Centre as an extension of the Resourcing team.
- The role includes screening applicants, arranging and running assessment centres, leading interviews and making final offer decisions.
- Skills learned in this role include organisation, time management, working to candidate intake targets, maintaining professionalism and brand representation, ensuing DEI standards are upheld and candidates experience fair and unbiased assessment.
Team Leader - Digital Engagement
Virgin Atlantic
01.2022 - 03.2022
- Short position to cover a Team Leader who was working on a change project.
- Daily tasks included handling questions from advisers, monitoring contact levels to determine where the team can best be placed, driving performance to improve team stats, completing HR processes for absence and sickness, record-keeping.
- Led performance reviews and tailored employee feedback to facilitate professional development. This was for every team member, whether an experienced adviser or a newer team member in probation.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Weekly and monthly reporting to centre managers and VP of Customer Centres for continuous improvement.
Digital Engagement Adviser
Virgin Atlantic Airways
10.2017 - 01.2022
- Daily tasks are varied; responding to pre travel query emails, assisting up to six customers simultaneously through our SMS/WhatsApp/Apple Business Chat service or communication via social media.
- Skills learned in this role include; multitasking with complex queries, providing both swift and effective service, making decisions to balance both customer and business needs, elements of copywriting for teamwide canned responses.
Education
LLB - Law
The Open University
Remote learning 10.2024 -
Coleg Sir Gar
2010
Queen Elizabeth High School
2009
Glan Y Mor Comprehensive School
2007
Skills
- Advanced product knowledge
- Microsoft Office Suite
- Brand awareness and representation
- Data confidentiality
- Data organisation and optimisation
- Data visualisation
- Staff training and mentorship
- Customer experience
- Detail-orientated
- Relationship building
Additional Information
I am an amateur linguist, having some education in Welsh, French and Italian, and I am a classical musician (mainly Viola and Voice). I am also an avid PC gamer and gym-goer, and law student.
Accomplishments
- Chosen as a Pride Ambassador to represent the company Pride Network (April 2022)
- Successful at gaining a place in the Customer Centre Leadership and Development Academy (Jan 2022)
- Successful at gaining the Talent Assessor role (Jan 2020)
- Recognised as one of the top 100 performing employees of the 10,000+ workforce between VAA/VAH in our Red Hot 100 awards ceremony under 'Make Friends'. (July 2019)
Timeline
LLB - Law
The Open University
10.2024 -
Specialist - Quality Assurance & Compliance
Virgin Atlantic & Virgin Atlantic Holidays
03.2022 - Current
Team Leader - Digital Engagement
Virgin Atlantic
01.2022 - 03.2022
Talent Assessor
Virgin Atlantic
01.2020 - 03.2022
Digital Engagement Adviser
Virgin Atlantic Airways
10.2017 - 01.2022
Coleg Sir Gar
Queen Elizabeth High School
Glan Y Mor Comprehensive School
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