Matthew Johnson
Newcastle-under-Lyme,Staffordshire
Summary
An enthusiastic university graduate with experience in Administration, Social Media and Customer Services spanning 12 years. Able to manage time effectively to ensure completion of work and projects while maintaining a high degree of professionalism. I am well suited to work in an environment that allows me to utilise these skills in a creative and ambitious workplace that is driven by teamwork and that focuses on succeeding.
Overview
12
12
years of professional experience
Work history
Customer Service Manager
Heler Foods/Cheshire Cheese Co.
Nantwich, Cheshire East
2024.09 - Current
- Solely managing end-to-end customer service operations for the business, acting as the primary point of contact and assisting other team members supporting with complaint resolution options
- Handling high-volume inbound and outbound communication across multiple channels, including email correspondence, phone resolutions, live chat, and review management
- Responding to customer reviews (positive and negative) across major platforms such as Trustpilot and Google, turning complaints into positive outcomes and protecting brand reputation
- Proactively contacted customers to resolve escalated issues, negotiate satisfactory outcomes, and retain accounts
Social Media and Customer Relations Advisor
TPRG - Boux Avenue, Ryman and Robert Dyas
2017.10 - 2024.08
- Working in the Social Media department involves responding to customer queries on Facebook, Twitter, Instagram and Trustpilot reviews, as well assisting with the overall social media marketing schedule and promotional offers/giveaways. I also have experince working in the Administration department - this includes processing refunds for order returns, arranging courier collections for order returns, sending letters directly to customers and actioning/closing tickets submitted by other departments via the company Intranet.
Customer Relations Advisor
Vodafone
Stoke-on-Trent
2016.02 - 2017.10
- Dealing with customer complaints and completed and sending deadlock letters to customers.
Customer Service Advisor and Junior Underwriter
Co-operative Bank
Leek, Staffordshire
2014.08 - 2015.06
- Completed underwrites and assessed credit searches, valuation reports and supporting documentation submitted by brokers (including payslips, bank statements, identification, direct debit mandates, and declarations). Assisted brokers and customers/applicants via phone and email.
Education
Bachelor of Arts - Music and Music Technology
Keele University
Keele2014
A Levels - Music, Music Technology, Mathematics
South Downs College
Waterlooville2011
GCSE -
Henry Cort Community College
Fareham2009
Skills
- Excellent communication
- Close attention to detail
- Goal-oriented
- Self-motivated
- Organised
- Strong interpersonal skills
Other Experience
Vienna Sunset (September 2012 to Present)
Co-founder/Songwriter – Vienna Sunset is a Pop/Rock/Folk band that has completed and released an album, titled 'Another Sky'. Negotiating with venue managers, managing band finances and organizing travel for members are all roles I am responsible for whilst maintaining the artistic and creative integrity of the group.
Driving
Full current clean driving licence.
Hobbies
- Bettering my songwriting/music composition skills.
- Improving my instrumental skills (Saxophone, Piano, Guitar, Bass Guitar and Vocals).
- Digital Animation - Intermediate user of Toon Boom Harmony animation software.
Timeline
Customer Service Manager
Heler Foods/Cheshire Cheese Co.
2024.09 - Current
Social Media and Customer Relations Advisor
TPRG - Boux Avenue, Ryman and Robert Dyas
2017.10 - 2024.08
Customer Relations Advisor
Vodafone
2016.02 - 2017.10
Customer Service Advisor and Junior Underwriter
Co-operative Bank
2014.08 - 2015.06
A Levels - Music, Music Technology, Mathematics
South Downs College
Bachelor of Arts - Music and Music Technology
Keele University
GCSE -
Henry Cort Community College