William Ivison

Monitored social media trends to find opportunities to reach new audiences.
Worked effectively the Marketing team to develop strategy and drive engagement.
Developed an inclusive environment, fostering collaboration and creativity.
Tracked competitor activity, aiming to consistently be one step ahead in innovative, captivating content.
Scheduled social media posts using Hootsuite, optimising reach and maximising community engagement.
Maintained brand values, verifying consistent copy and visual tone in line with brand guidelines.
Identified potential influencers and ambassadors suitable for brand, using social monitoring and listening tools.

• Customer Service: Provided exceptional customer service, specializing in FinTech, Cryptocurrency, and general queries. Ensured prompt and accurate resolution of customer issues, maintaining a high level of customer satisfaction.
• Customer Relations: Cultivated strong relationships with customers, building trust and loyalty through effective communication and problem-solving. Acted as a reliable point of contact for clients, addressing their concerns and providing timely assistance.
• Frontend Bot Development: Spearheaded the design and successful launch of a user-friendly frontend bot, enhancing the customer experience by providing automated assistance and streamlining initial interactions. This innovation significantly reduced the workload on agents and expedited query resolution.
• Internal Knowledge Base: Played a key role in the development and implementation of an internal knowledge base, contributing to its creation and maintenance. This valuable resource improved team efficiency and ensured consistent and accurate responses to customer inquiries.
• System Migration: Led the migration of systems from Intercom to Zendesk, meticulously transferring historical data and managing the manual migration process. This transition resulted in improved workflow efficiency, enhanced data organization, and seamless integration with existing tools and platforms.

• Administrative duties: Successfully managed and executed administrative duties related to sales and orders, ensuring smooth operations and timely completion of tasks. Demonstrated strong organizational skills and attention to detail in handling documentation, data entry, and coordinating with various departments.
• Customer Service: Provided exceptional customer service by effectively addressing inquiries, resolving issues, and meeting customer needs. Maintained a professional and friendly demeanor while actively listening to customers, ensuring their satisfaction and fostering positive relationships.
• Strengthened Customer Relations: Proactively built and nurtured strong relationships with customers, fostering trust and loyalty. Acted as a dedicated point of contact, attentively addressing their concerns, providing personalized support, and ensuring a positive overall experience.

• Customer Retention: Successfully retained customers for motor insurance across three different brands, showcasing exceptional customer relationship management skills. Implemented effective strategies to ensure customer satisfaction and loyalty, resulting in a high retention rate and increased revenue for the company.
• Sales Management: Demonstrated proficiency in handling sales across four different brands after completing an intensive three-month training program. Leveraged product knowledge and persuasive communication skills to effectively engage with customers, showcase the benefits of various insurance offerings, and close sales.

• Customer Service Excellence: Demonstrated exceptional customer service skills by providing prompt and professional assistance to clients through both telephone and email channels. Acted as a reliable point of contact, addressing client inquiries, complaints, and providing accurate advice and guidance.
• Complaint Resolution: Successfully handled and resolved client complaints, utilizing strong problem-solving abilities and effective communication skills. Actively listened to client concerns, empathized with their issues, and implemented appropriate solutions to ensure client satisfaction and maintain positive relationships.
• Query Management: Proficiently answered client queries, demonstrating deep knowledge of the products or services offered. Provided clear and concise information, guiding clients towards informed decisions and resolutions.

• Achievements- Helped prepare residents meals (breakfast, Lunch, Dinner) ; - Cleaned the kitchen

• Responsibilities & Achievements- Prepared starters and desserts ; - All kitchen preparation before opening ; - Occasionally dealt with customers in the restaurant

• Responsibilities & Achievements- Organised team meetings- Used excel/word for records ; - Spoke to customers on the phone/ face-to-face ; - Chair meetings ; - Communicated with internal/external colleagues