Heidi Wheeler

Verified that content aligns with tagging criteria and maintained tag accuracy through ongoing monitoring and updates. Assigned suitable tags to items following established guidelines. Attended routine team meetings for project updates and continuous improvement of tagging protocols. Ensured accurate spelling on each item and flagged items misplaced within categories. Applied SEO-focused keywords to improve tagging effectiveness.

Addressed 40-100 customer queries and concerns via email and live chat using Zendesk. Resolved complex issues with problem-solving to ensure customer satisfaction and loyalty. Handled challenging situations with empathy and patience, explained company processes and policies clearly, escalated unresolved complaints, documented interactions in the internal system, and maintained accurate records. Communicated with brands regarding customer inquiries and stock availability. Coordinated with the warehouse via Monday.com for updates on international deliveries and participated in team meetings to improve service quality and efficiency. Updated customer data and processed refunds to ensure smooth transactions.

Created and managed up to 40 content briefs per month in Jira, detailing project requirements, objectives, and timelines. Assigned and tracked tasks to team members through Jira, improving collaboration and efficiency. Provided clear instructions for task completion, including organising photoshoots and video production, while clarifying submission protocols and deadlines. Included links to relevant products and examples in ticket descriptions to ensure access to resources. Facilitated communication and feedback through Jira, streamlining the approval process. Monitored project progress within Jira to ensure timely completion of content assignments, improving overall workflow efficiency.