kasey fuller

* I started off as a Customer Experience consultant in 2011 and was promoted to Customer Happiness Trainer in May 2013 and have recently had Customer relations coordinator added to my job role in 2014. I am a senior member of The Customer Happiness Team. * My role is to * Train up new starters * Roll out new processes and systems to the existing team * Daily tasks of phones and emails, reviews and social media as part of my Customer Experience role. * Gap training * Taking first level call and email escalations * Documenting call and email complaints. * Working with other teams on development projects * Monitor team member productivity * Support the team with growth and development

* As a Customer Experience consultant, I am part of the RedBalloon Call centre answering phones and emails and selling amazing experiences to people. * In this role I did things such as * Taking calls * Replying to email * Working closely with customers and suppliers according to after experience reviews. * Communicating with our customers through Facebook and other review sites when they leave us feedback or have any questions to ask.

At Homeart I was at times responsible for multiple things, including customer service, handling of money, banking, ordering stock deliveries, unpacking stock deliveries, merchandising in accordance to sales and catalogues, rostering for staff according to store budget, general cleaning of store, training of new starters including new managers.

* I am still part of the Senior Customer Experience Team but roles have changed a bit. * My main responsibilities are * Plan, prepare and deliver courses / training according to the skill level of the Customer Experience team (newbie through to highly skilled) * Roll out new processes and systems to team. * Respond to experience reviews left by customers as well as social media posts. * Take occasional calls and respond to emails when needed. * Working with other teams on development projects * Monitor Team member productivity and provide feedback where needed. * Reporting and presenting of call centre data. * Information link between customer Experience Team and other teams. * Roll out and testing of new systems functionalities. * Handle all complex customer enquiries and second level escalations.