Laura Finn

Experience

• 

  No Drama Theatre

  Sept 2012 - Apr 2013

  Public Relations Representative

  Dealt with radio, print and social media promotion for the No Drama Amateur Theatre Group and its various productions.Built relationships with the community of culture journalists.Wrote press releases, organized interviews with cast member to various media outlets.Contacted and organised media to attend for the Gala opening nights. Built a social media strategy on Facebook and Twitter as well as a viral for promotionEncouraged creative and innovative ideas to raise ticket sales.Collected and reviewed all media coverage.Acted as Front of house point of contact for media and guests Show less

• 

  DIT Fashion Show

  Sept 2012 - Apr 2013

  Public Relations Officer

  Assisted with organising and promoting the 2013 annual DIT Fashion Show alongside committee team members and directors.This role involved liaising with media, writing press releases, promotion of ticket sales, working with sponsors, venue negotiation, PR coverage and the organisation and promotion and assisting with casting calls. Collected and reviewed all media coverageActed as Front of House point of contact- greeting media and guests.

• 

  Paddy Power

  Sept 2012 - Dec 2013

  Respond to customer betting requests in a prompt and efficient manner.Respond to customer queries via phone, email, text and chat.Perform various administrative tasks.Monitor and update customer data bases.Process customer transactions through the computerised betting system.Promote the Paddy Power Dial a Bet service and onboard new customer accountsProvide a first class service. Team member of the Paddy Power Social CommitteeLiaise with the Paddy Power social team in organising and managing various social, seasonal and sporting events.Manage various budgets for social and sporting events.Promote social and sporting events throughout Paddy Power PLC.

  • Customer Services Representative

    Aug 2007 - Dec 2013

  • Social Events Officer

    Sept 2012 - May 2013
• 

  Rachel Dalton Communications

  Jun 2013 - Nov 2013

  Junior account executive ( Intern Role)

  Assisted the in-house PR team with day-to-day press activity, media event planning activities etc.Responsible for the updating of media lists and databasesMonitoring newspapers and magazines for coverageReporting responsibility - specifically brand reports, media evaluations and other reports as directedAdministration: stationary orders, post, taxis, couriers, flights and accommodationManaging sample mail outsSocial media postings and content developmentLiaised with media and clients Show less

• 

  EBay

  Nov 2013 - now

  Monitor all eBay Social Media platforms globally- currently Facebook, Twitter and Instagram. Respond to and resolve escalations/ customer service issues through all platforms as above. Resolve member concerns off-line as needed which require further investigation while taking appropriate actions needed.Customer advocate - create first class experiences for our eBay customers – Innovates to improve our social customer service offering through creation and implementation of pilots focused on social customer service Work with the business units, seller communications, PR, and product teams to support their respective missions, ensuring consistency in brand voice and cultivating a strong community around eBay Social platforms.Comfortable dealing with high profile contacts of a celebrity/political nature and working with PR team/relevant stakeholders to de-escalate the situation if required. Monitor current customer trends/topics on our platforms and create weekly Voice of the Customer report to be shared with wider company leadership. Identify opportunities and threats in user-generated content, working to convey a positive brand message at all times. Proactively educate customers with a desire to prevent future negative experiences Demonstrate communication effectiveness through social media channels Maintain high performance metrics with a focus on the member experience Learning and Development- Lead trainer for the eBay UK Social Media Department- assisting with team training, new hire onboarding/mentoring, creating relevant training material / SOPS and leading out on our ' Social Pathway' for interested team mates within the organisation. Show less Answer telephone queries from eBay Traders.Provide direction and coaching to top sellers on how to improve their business performance in relation to the seller dashboard, feedback profile, shop features, shipping and eBay Money back Guarantee.Provide a quick and thorough understanding of customer priorities and identify key business trends and improvement areas.Provide guidance to sellers in relation to effectively promoting their account on site.Ensure that all queries are logged and tracked and respond to follow up escalations in a timely manner.Exceed and meet quarterly targets and metrics as set out by the business Show less

  • Social Media Specialist

    Apr 2018 - now

  • eBay Concierge Resolutions Expert UK

    Oct 2016 - Apr 2018

  • Member2Member Support UK

    Jul 2015 - Apr 2018

  • UK Top Customer Support

    Feb 2015 - Jul 2015

  • UK New Joiner Customer Support

    Nov 2013 - Feb 2015