Matthew Burbidge

Experience

• 

  Worcestershire County Council

  Aug 2017 - Jul 2018

  Marketing and Project Management Intern

  • Project management, communications and marketing, business management and administrative support.• Represented the organisation at a number of professional events and meetings.• Worked in a team to host two events for Worcestershire’s ‘Looked After Children’. • Worked with West Mercia Police to produce and execute an awareness campaign for Cyberbullying on social media• Assisted in the development and execution of the Worcestershire Children and Young People’s Plan (CYPP)• Assisted with the redesign of the Worcestershire Children and Young People’s plan website• Assisted with the early-stage development of the SEND Local Offer• Worked in cooperation with senior level colleagues to create a set of meetings designed to assist with the closure of social care cases that were open for a prolonged period of time Show less

• 

  Waitrose & Partners

  Sept 2018 - Jan 2020

  Partner
• 

  Las Iguanas

  Jan 2020 - Jul 2020

  Bartender
• 

  Kaptec

  Jul 2020 - Jun 2024

  - Provided frontline support in a SaaS environment for a cloud-based telephony system, addressing new and existing customer queries promptly and efficiently, ensuring customers had sufficient services and products to meet their needs.- Supported customers following a large scale onboarding to a new telephony system, increasing their knowledge and comfort ability with a new interface.- Assisted in managing internal contact centre solution, resolving incidents and service requests where required and ensuring phone channels operate as intended.- Worked closely with internal and external senior management teams to resolve complex customer cases. - Utilised ticketing software to document customer interactions and follow-up actions.- Worked collaboratively to ensure smooth operations and adherence to individual and team service level agreements (SLAs) and KPIs.- Began, as part of a small team to promote and increase engagement in the company's volunteer hours scheme, participating in regular meetings with senior staff members to discuss ideas andstrategies for promoting the scheme.- Created engaging content, including email communications,newsletters and posters, to encourage participation, successfully increasing employee engagement in the scheme by 100%.- Supported with training new SDA team members ensuring smooth onboarding and developing role understanding. Show less

  • Service Desk Analyst

    Jul 2020 - Jun 2024

  • Service Desk Agent

    Jul 2020 - Jul 2020
• 

  Enterprise

  Jun 2024 - now

  Management Trainee