Ricky Houldey

In a team that consists of six members (including myself), I am solely accountable for the Skateboarding & Apparel Category. Working in a fast paced environment such as the Extreme Sports industry means that remaining alert to new opportunities is of the utmost importance. As a result of this, we are always one of the first in the industry to offer the newest products at the most competitive prices. On a daily basis, I liaise with suppliers in a friendly and professional manner to maximise margin, strike deals and stay vigilant when it comes to restock dates. Managing my time and stock levels effectively, I am able to ensure everything gets the attention it requires which is prioritised by profitable gain. A key part of my job is assessing any outstanding invoices and making sure everything adds up. This involves problem-solving and basic arithmetic as well as a degree of supplier relations when it comes to arranging credit notes/discounts where necessary. Assisting and in some cases, leading other team members if and when necessary, I am able to put the priceless knowledge I had accrued over several years of experience to good use.

As Product Manager, I was responsible for every product listed on the website. This involved copywriting, accurate pricing, and assigning high quality images to each listing. The job as a whole also required a modicum of creativity ensuring that listings remained interesting and engaging throughout. Highlighting key information in the form of bullet points to draw attention to the item’s most desirable qualities was a great way to get hands on experience with the product and get inside the customer's head, thus increasing the chances of a sale.

As a Customer Services Assistant, my role mainly consisted of answering a multitude of phone calls, emails and online chat messages as promptly and effectively as possible. Quickly picking up the ropes, I treated each customer as an individual and after gathering some information regarding their required needs, pointed them in the right direction, made suggestions and worked together with the customer to achieve the desired result. After gaining enough experience and product knowledge, I was bestowed upon with certain managerial roles such as resends, refunds, exchanges, creating the team rota, and training new members of staff. Customer satisfaction was always the biggest motivator for myself whilst on Customer Services however that’s not to say that the quantity wasn’t there as well. During my time in Customer Services I was always within the leading majority when it came to answering phone calls and consider it a personal feat to have answered the most phone calls in one day, company-wide, during a 12 hour Black Friday shift.