Matthew Jordan

I helped steer our contacts across multiple channels to maximise the productivity of our workforce, and was responsible for forecasting the contact rates for the Nordic markets, as well as assigning the split of this contact between teams while considering our contractual obligations. I assisted in creating and automating regular and ad-hoc reports requests from colleagues across the company hierarchy. This involved using Salesforce, MicroStrategy, workforce management software, Python, Excel and VBA.

I handled customer enquiries via email, telephone, chat and social media channels. In my day to day work I used Salesforce extensively to advise customers on their accounts and orders, issue refunds and provide compensation.