Phoebe Armstrong

Phoebe Armstrong Telephone:- Email:- Professional Profile Highly organised and energetic customer service and ecommerce professional with a keen eye for detail and significant problem-solving skills. A dependable team player with outstanding communication skills and a desire to improve the customer experience. Experience August 2022 – Present Customer Experience Agent: Imperfect Pointes Outline Part-time freelance ecommerce, customer service and business development support. Key responsibilities • Responding to customer queries via social media, phone and email to ensure provision of firstclass service • Optimisation of SEO, etsy.com and Shopify store • Set up Google My Business Profile • Responded to customer reviews on Trustpilot, Shopify (LOOX) and Google Reviews • Updating products on website and new product development using Canva to create marketing materials • Identifying and forging new partnerships with dance companies in Europe and the USA Key achievements • Achieved first-page product listing placement within Etsy • Increased repeat orders by 15% via implementing customer journey plan to upsell products • Initiated and developed relationships with two major international stockists April 2021 – August 2022 Membership Services Adviser: PureGym Outline This part-time customer service role provided the first port of call to PureGym members. Key responsibilities • Responding to inbound emails, Facebook, Twitter and Instagram ensuring the tone and content is in keeping with the PureGym brand • Classification of reason for contact using a CRM database • Creation of model templates to be used by the rest of the team • Booking customers into classes using the PureGym scheduling tool Key achievements • Exceeded quality, speed and accuracy KPIs set for all customer interactions within a highpressure environment by staying calm and prioritising tasks • 100% satisfaction rate from customer feedback forms Jan 2019 – April 2021 Personal and Administrative Assistant: Barefruit Outline This part-time contract Customer Service Agent role provided extensive customer facing experience interacting with a wide variety of people including customers, external Customer Care Teams and Personal Assistant to the CEO. Key Responsibilities • Answering telephone and email queries for ISP (Internet Service Provider) Customer Care Teams relating to the white labelled service provided by Barefruit • Provided customers with technical information presented in an easy to understand way • Identifying call trends and escalation to technical teams and management where appropriate Key Achievements • Created a new script to explain to customers how to opt-out of the Barefruit service which was adopted by the rest of the Customer Service Team Education & Qualifications LRBS Ballet School: A Levels 2020 • Geography – A • History of Art – A • Biology - C LRBS Ballet School: GCSEs 2018 • 9 GCSEs – A**-C Customer Feedback Highlights (July 2022, PureGym feedback portal) • • • • • She’s the best Very helpful and kind Exactly what I needed her to do Promptly resolved Amazing customer service Interests Interests: I have been studying and performing ballet since I was a young child and attended full time ballet school. Over the last eight years I have performed in over ten full length ballet productions throughout the UK. Ballet requires discipline and attention to detail which I hope would be valuable to your organisation.