Carl Brook

• Responsible for the end to end production of original video content, including script-writing, recording, editing, viewer analytics, copywriting, and social media and community management. • Produced content that saw more than 1.6 million impressions, 1.4 million of which resulted in video views and garnered over 35,000 hours of watch time. • Self-taught various image and video editing programs, such as Final Cut Pro and GIMP, as well as social media analytics tools, like HootSuite and Later.

• Arranged sales and marketing initiatives, for example, a campaign that saw the installation of branded metal signs at over 3,000 partner locations throughout the UK. • Supported a team of 20 sales agents by generating leads, performing QA, creating daily reports, calculating monthly bonus pay-outs, and providing first-level Salesforce support. • Streamlined workflows and developed process automations that improved efficiency and contributed to a £40mil growth in company sale value, in a single year.

• Handled 70-100 B2C and B2B contacts daily via Facebook, Instagram, Twitter, phone, email, and chat, while consistently achieving high customer satisfaction ratings (NPS), which led to being recognised as Top Performer on several occasions. • Collaborated with SMM to design compelling content and execute digital marketing campaigns. • Coordinated operations by managing a 15 to 25-person workforce during unsocial hours, handling escalations, shadowing new starters, and leading performance-based projects.

• Drove targeted NPS results within a team of 6 by providing colleagues with one-to-one coaching on OKRs and developing reward programs with which to incentivise agent performance. • Scrutinised, implemented, and disseminated knowledge about a new in-house designed CRM tool, which reduced average call handling time and improved account security. • Retained high-value customers with expert negotiation and objection handling skills.

With academic direction from Royal Holloway, University of London. Relevant Courses: Markets and Consumption, International Business, Interpreting Management