Mike Edwards
IT Support
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About
I love helping others and love technology! I want to show people how technology can make your and everyone's life easier! It's constantly evolving faster than we can even pay for it and it's amazing. For those who aren't as technology-inclined, I want to make sure they get the most out of the technology that use in their daily life and love it as much as those who understand it do.
Experience
June 12th 2017 – Present
Gymshark
Customer Experience/App Support Executive
- Trained to a world class standard to respond to customers on a targeted basis across multiple channels; Live Chat, Conversocial, Zendesk and Intercom.
- An intermediate knowledge of Netsuite, Shopify and usage of other software including Wrike and Tableau.
- Excellent communication across all the department to make sure the customer’s information is consistent, accurate and punctual.
- Achievements include having over 90% CSAT customer rating along side a quality assurance rating of over 95%. High quality Facebook & Trust Pilot Reviews.
- Training 8-10 executives to become world-class high-quality functioning app executives in the department.
- Applying Android & Apple firmware knowledge to reports through Intercom resolving Bugs with Developers.
- Feeding Feature Requests, Improvements & Content Requests from Customers into Intercom for review and implementation.
- Attending regular app stakeholder meetings and cascading all relevant information to lead the app team and the wider customer support team.
- Responding to all incoming Google Play Store/Apple App Store Shopping & Training App public reviews.
- Leading a customer support team, running a team huddle in the morning examining any previously missed updates and answering any questions they need throughout the day.
- Creating & presenting monthly customer support team meeting presentations with important previous & incoming future updates along with department & team individual stats.
Education
14th March 2020 – 1st January 2021
Blue Sky Graphics Ltd
Graphic Design Course
1st May 2019
Business Resilience
NLP Training
4th February 2019
Active SCG Ltd
Fire Marshal Training
26th January 2018
Active SCG Ltd
Highfield Level 3 Award in Emergency First Aid at Work (RQF)
September 28th – 17th May 2017
Brasshouse Language Centre Birmingham
Japanese Beginners Plus Level 1
July 17th – 17th July 2013
Gap Personnel Training
- City & Guilds Level 1 in Employability & Personal Development
- City & Guilds Warehouse, Storage and Health & Safety
CSV Training West Midlands (Redditch)
NCFE Employability Skills Level 1
September 2008 – April 2010
Heart Of Worcestershire College
Edexcel Level 3 BTEC National Diploma in Music Technology with the Triple Grade Merit Pass Pass
September 2004 – May
Trinity High School and Sixth Form Centre, Redditch
2007
GCSE's:-
7 Grades from C-D, including English, Maths and I.T
