Mike Edwards

IT Support

Talent

Redditch, Redditch District, WorcestershireMember since 14 October 2023

Hire this person

Send a job offer directly to this candidate

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.