Victoria Thomas

Customer Accounts:

• Managed customer accounts in our customer database and supported colleagues when they needed to escalate issues regarding customer accounts
• Informed customers about upcoming changes to their accounts
• Ensured the smooth collection of direct debit payments on a bi-monthly basis (over £1,000,000)
• Rigorously checked Power BI reports for errors on customer accounts and ensured these were corrected

Customer Enquiries:

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback (customer happiness rating consistently at 80% or above)
• Managed high-volume customer queries simultaneously through effective multitasking (email, webchat, and calls)
• Adhered strictly to policies and procedures for continued company compliance, for instance following booking regulations and refund decision-making
• Offered detailed advice on product and service benefits to sell memberships and retain customer loyalty.
• Promptly assisted colleagues across 30 venues when they needed to escalate queries

• Helped clients make informed decisions and follow individual treatment plans.
• Observed and evaluated patients to detect changes in behaviour or abnormalities.
• Administered medication and treatment for patients.
• Worked with practitioners and allied health professionals to provide practical support and follow-up to clients.
• Inputted patient information and records on database to maintain accurate documentation.
• Maintained confidentiality of clients' information.
• Participated in formal supervision on a regular basis, the review and evaluation process and relevant training to enhance suitability and relevant skills.

• Curated articles about SAP user experience and design topics (conducted interviews/carried out research for articles such as customer success stories and product-focused news)
• Copyedited and reviewed content produced by other colleagues before publishing
• Supported in content distribution internally within SAP and externally on channels such as Medium and Forbes
• Consolidated one of SAP Design’s monthly, internal newsletters (audience of 1600+) for send-out, and tracked metrics regarding reading behaviour (e.g. open-rate, links clicked)
• Produced copy for social media and developed social media strategy for my team (to promote our department and product, SAP Fiori)

Part-time alongside university:

• Curated SAP user experience and design articles (conducted interviews for customer/partner success stories, product-focused news)
• Copyedited and reviewed content produced by other colleagues before publishing
• Supported in content distribution internally within SAP and externally on channels such as Medium and Forbes
• Supported in newsletter creation and distribution
• Produced copy for social media

Part-time alongside university:

• Assisted in maintaining the quality of sappartneredge.com
• Frequent conducted quality checks of the pages on the site
• Uploaded, modifed and removed assets on the site
• Approved and rejected assets to be published on the site
• Managed the SAP PE inbox

• Prepared stock for weddings and events
• Exhibited professionalism under pressure when on-site at event venues
• Worked strategically in a limited time frame to support multiple events at the same time
• Offered support and service to customers at the events regarding problems/queries
• Engaged potential customers at wedding fairs