Amy Hegan

Experience

• 

  Ted Baker

  Nov 2014 - Nov 2017

  In-store Visual Merchandiser working with Menswear and Womenswear apparel and accessories.Weekly used commercial tools such as branch analysis, sales analysis and money mapping to create commercial yet visual displays in store.Also completed weekly training sessions with the team on trends, commercial updates and new collections such as ‘Ted Says Relax’ and ‘Colour By Numbers’. In-store Visual Merchandiser working with Menswear and Womenswear apparel and accessories.Weekly used commercial tools such as branch analysis, sales analysis and money mapping to create commercial yet visual displays in store.

  • Visual Merchandiser

    Feb 2017 - Nov 2017

  • Visual Merchandiser

    Nov 2014 - Feb 2017
• 

  House of Fraser

  Nov 2017 - Nov 2018

  Senior Visual Merchandiser

  • Prioritises weekly and daily jobs and cascades information to the Visual Team• Rigs and de-rigs window displays • Develops and coaches the Visual Team and Sales Team • Strong experience on all five floors (Fashion Accessories, Beauty, Womenswear, Menswear and Men’s Formal) • Works along side floor managers to create the most commercial decisions in store and to achieve the highest profit • Reactively changing the in store displays and mannequins to reflect time of year/customer profile/events• All store coaching and training to achieve highest visual and commercial understanding • Twice weekly floor walks with the Store Manager to decide on the best commercial and visual decisions in store• Prepares and launches in store events Show less

• 

  WHISTLES

  Nov 2018 - Mar 2021

  Responsible for:- Employee motivation to reach sales targets- Employee cycle - Commercial reporting - Appraisals - Visual merchandising - Liaising with the buying and merchandising team on stock package- Coaching and training of new and current employees Responsibilities included:- Daily analysing of commercial reporting - Daily motivation for the sales team e.g incentives - Weekly commercial reporting fed back to concession manager - Screening of applications for sales roles - Visual Merchandising - Training and coaching new and current employees

  • Assistant Manager

    Mar 2019 - Mar 2021

  • Supervisor

    Nov 2018 - Mar 2019
• 

  Vend by Lightspeed

  Apr 2021 - Feb 2022

  Support Specialist I | E-Commerce Integrations

  Handled calls, emails, and chat interactions to address frontline issues for merchants. Escalated inquiries to Product Specialists for further investigation when necessary. Managed core product support, as well as e-commerce (WooCommerce, Shopify, BigCommerce and Ecwid) and accounting integrations (Xero & Quickbooks Online).

• 

  Lightspeed Commerce

  Jan 2022 - Nov 2024

  Technical Support Troubleshooting and Customer Service: Deliver exceptional technical support and customer service for all Lightspeed products via Slack and email support tickets, ensuring prompt issue resolution. utilising programming languages such as Python for troubleshooting and resolving issues, and tools such as Raygun, OpenSearch, BigQuery, and Postman to quickly identify and address issues with the API. Incident Management Coordination and On-Call: Act as the Support Incident Coordinator during outages, declaring incidents, paging engineering teams, and collaborating on fixes and public responses. When On-Call respond to all Support, Account Management and Implementation Specialist queries promptly.Quality Assurance for User Experience (UX): Conduct QA for new product releases, enhancing user experiences and ensuring product reliability. Technical Writing:Create and maintain internal documentation on technical procedures using Confluence, supporting tier I to tier III agents with clear guides.Training and Development: Develop and conduct training sessions on technical matters for support agents, improving their skills and service quality.Jira Bug Management with Development Teams: Work closely with the Technical Team to prioritise fixes for high-volume bugs within the X-Series, ensuring critical issues are swiftly addressed. Provide in-depth, clear, explanations of new bugs on Jira for the developmental teams to work on, contributing to product quality improvement.Leadership and Coaching: Mentor and coach Support Specialist II team members within the E-Commerce Integrations swimlane, fostering their professional growth. Consistent training throughout the year on integrations or technical troubleshooting techniques. Show less • Investigating and troubleshooting e-commerce integration issues on all four integrated platforms (Shopify, WooCommerce, BigCommerce and Ecwid)• Noticing reoccurring trends within e-commerce integrations, troubleshooting issues/bugs accordingly and creating problem tickets based upon reactive yet thorough findings • Mentoring new starters within the e-commerce swimlane and provide constructive feedback for their development • Training the London Support Team on everything e-commerce related and providing the team with daily/weekly updates on the integrations • Solving simple to complex problems for retailers in relation to Lightspeed Retail (X-Series) and other integrations (Xero, Quickbooks Online & API use)• Working with the support team and other teams at Lightspeed to make sure we are constantly providing world class support and customer service • Responding to a high volume of technical support inquiries on the phone, email or chat Show less

  • Support Specialist III | X-Series

    Jul 2022 - Nov 2024

  • Tier III Support Specialist

    Apr 2021 - Nov 2024

  • Support Specialist II | E-Commerce Integrations | X-Series & E-Series

    Jan 2022 - Jul 2022