Experience

• 

  Topshop topman

  May 2007 - Apr 2008

  Sales assistant
• 

  Caerphilly county borough council

  Jun 2009 - Nov 2011

  Library assistant
• 

  Fatfrocks.com

  Jan 2010 - Dec 2021

  Blogger

  I currently write a fashion and lifestyle blog at www.fatfrocks.com. I also write a health and fitness blog: www.wherearemyknees.blogspont.com which has won a Wales Blog Award and was Highly Commended at the Cosmopolitan Blog Awards.

• 

  Cardiff university

  Sept 2010 - Jul 2015

  Senior Library Assitant and IT Support in the Arts and Social Studies Library. • Providing an IT and library enquiry service in person and via the virtual librarian chat service• Events organisation – Library Assistants Away Day• Issuing, returning, renewing and reserving items• Reporting IT problems which cannot be resolved immediately, to Information Service staff• Inter Library Loan and Health library loan provision• Presenting at internal and external conferences on the topic of blogging and social media• Staff Development and Engagement working group contribution• Marketing the library service • Supervising evening and weekend staff• Updating the library social media accounts• Assist with the instruction of library users in the use of resources, including library orientation Show less

  • Senior Library Assistant

    Nov 2011 - Jul 2015

  • Library Assistant

    Sept 2010 - Nov 2011
• 

  Arriva trains wales

  Jul 2015 - Nov 2017

  As Social Media Advisor I support the day-to-day delivery of ATW social media channels, along with the Social Media Officer. I utilise a spectrum of social media channels to communicate with our external customers and stakeholders in the most efficient and effective ways. I listen and respond to customer feedback, queries and complaints via social media and ensure all queries are answered appropriately and in the right timescale. Focussed on being the voice of the digital customer, I generate insight for management from real time complaints, feedback and sentiment analysis. I act as a social media champion within the business.I ensure a calendar of activities is adhered to and is developed to implement new social content, identify areas of improvement that will sustain growth and engage existing and potential customers. I assist in analysing and reporting on key metrics generated by social content.I also form a part of the wider Customer Relations team and work closely with management to shape, deliver and drive social media strategy forward, in-line with business objectives.Skills & qualities: social media expertise, communication skills (both written and verbal), confident liaising with a wide variety of people, creative, well-organised and extremely customer minded. Show less

  • Social Media Advisor

    Nov 2016 - Nov 2017

  • Customer Relations Advisor‏

    Jul 2015 - Nov 2017
• 

  Transport for wales

  Nov 2017 - now

  Job Purpose: To lead the roll out of the TfW Customer First programme using the framework of brilliant basics. This role works alongside the Stations Directorate Leadership, leading the upskilling of colleagues to support the embedding of our new Customer First programme across the Stations Directorate as a pilot scheme prior to the further roll out across the business. The role will develop the scope, programme, resources and buy in across the department with the objective of changing colleague behaviour towards customers, improving our customer sentiment. Show less As Social Media Manager I am responsible for the day-to-day delivery of TfW's social media strategy, utilising a spectrum of social media channels to communicate with our external customers and stakeholders in the most efficient and effective way. Within my role, I am supported by Social Media Officers, whom l manage on a day-to-day basis. I form a key part of the wider Customer Relations team and work closely with management to shape, deliver and drive TfW's social media strategy forward, in-line with business objectives.I work to deliver key social media targets against business objectives, whilst promoting and driving the integration of social media into the customer experience.Focussed on being the voice of the digital customer, I generate insight for management from real-time complaints, feedback and sentiment analysis. I keep up-to-date with new social media platforms and innovations and proactively highlight current and future opportunities.Skills & qualities: social media expertise, communication skills (both written and verbal), confident liaising with a wide variety of people, creative, well-organised and extremely customer minded. Show less

  • Learning & Engagement Manager

    Mar 2024 - now

  • Customer First Manager

    Apr 2022 - Mar 2024

  • Social Media Manager

    Nov 2017 - Apr 2022