Luke Charles
Galway,Ireland
Overview
8
8
years of professional experience
1
1
Certification
Work history
Director
BDP Furnishings Ltd
Oranmore, County Galway
11.2023 - Current
- Led cross-functional teams to drive strategic initiatives and enhance organisational efficiency.
- Liase with suppliers regarding new products, orders, incoming deliveries and accounts
- Find and build new supplier relationships
- Liase with logistic partners regarding incoming/outgoing deliveries.
- Customer support.
- Social media marketing.
- Creation of marketing materials - Facebook and Instagram images, short video creation
- Delivery driver and assemblies.
- Organising staff roster
- Maintaining and updating online store
- Get sales data and analyse for trends
- Monitor customer movement in-store and adjust the floor layout to optimise customer walk flow
- Warehouse management
Knowledge Management
Shopify
Remote
06.2021 - 11.2023
- Led initiatives to streamline knowledge sharing processes across teams.
- Facilitated training sessions to improve staff understanding of knowledge resources.
- Conducted regular audits of knowledge assets to ensure relevance and accuracy.
- Developed training programmes for new feature releases for the Shopify platform for internal trainings for approx 3,000 employees.
- Created new internal resources for employee upskilling. These were mini courses that were approx 2-4 hours long and allowed employees to learn more about specific roles within the organisation that they could then use personal development time to work towards.
- Reduced knowledge gaps by implementing effective knowledge management strategies.
- Reviewed knowledge resources of internal teams within the company and helped them to organise their resources and information and create a structure to capture new information and implement into a new knowledge capture system.
- I took KCS training that I then began working with teams to implement within various teams to help them with knowledge capture and updates.
Shop App Support
Shopify
Remote
04.2020 - 06.2021
- Collaborated with team members to enhance customer experience through effective problem-solving strategies.
- As this was a new feature, I was on the first support team for this new branch of the organisation. I began a knowledge capture process that I then organised into training for our own team onboarding and new training for customer support team.
- Built new team member onboarding from scratch.
- As this was a fast moving app in constant development, update sot training and onboarding were quick and contstant.
- Facilitated communication between departments to streamline support and improve response times.
- I was also first point of contact as a member of the support team for frontline users to help troubleshoot.
- Due to the nature of the app, we would also support customers of the businesses that used the Shopify and Shop App platforms - this required hand holding, polite deflection and redirection to resources that could help support them better.
Customer Success Guru
Shopify
Remote
03.2018 - 04.2020
- Provided exceptional support to customers by addressing inquiries and resolving issues promptly.
- Enhanced customer satisfaction through proactive engagement and tailored solutions for individual needs.
- Collaborated with cross-functional teams to streamline processes and improve overall service delivery.
- Conducted regular follow-ups with clients to ensure continued satisfaction and engagement with products.
Education
Bachelor of Business - Business
Galway-Mayo Institute of Technology
Galway, County GalwaySkills
Web Design
Photography
Certification
KCS v6 Fundamentals Certification from Consortium for Service Innovation
(KCS: Knowledge Centered Service)
Timeline
Director
BDP Furnishings Ltd
11.2023 - Current
Knowledge Management
Shopify
06.2021 - 11.2023
Shop App Support
Shopify
04.2020 - 06.2021
Customer Success Guru
Shopify
03.2018 - 04.2020
Bachelor of Business - Business
Galway-Mayo Institute of Technology