Melissa Francis
Customer Service Assistant @Asda
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WORK HISTORY
Customer Service Assistant @Asda
Colchester, GB
Alongside freelance projects, I\'m a Customer Services Associate at my local ASDA store. I\'ve been working ASDA since 2007 in various capacities on a seasonal basis. Now, I\'ve stepped into a part-time position that fits around current family commitments.Responsibilities include; responding to customer queries in a timely manner, working towards effective solutions for customers, being proactive in solving problems that arise and escalating them to the appropriate person when required, striving to go above and beyond to delight and inform, using clear communication to ensure tasks are understood. Flexibility is a key aspect of the role, as is a strong sense of teamwork.Although, on the surface, this may seem like a departure from insights - and technically it is - I feel there\'s so much to learn from observing and interacting with customers, and this continues to fuel my passion for understanding people and what motivates them.
EDUCATION
Anglia Ruskin University
BA, Film Studies
Malvern College
International Baccalaureate, Maths, Spanish, English, Business Management, Theory of Knowledge, Environmental Studies, Art
Birkbeck, University of London
Master of Arts (M.A.), Japanese Creative Industries Studies
Colchester Institute
National Diploma in Media Production, Film Production
Squared Online
Digital Marketing
SKILLS
ABOUT MELISSA FRANCIS
Market insights specialist with multi-sector experience, primarily using online qual methodologies, but I\'m equally comfortable working with quant. To date, I\'ve handled a wide range of client projects spanning; FMCG, entertainment, pharmaceuticals, health & beauty, and tech, amongst others. In a nutshell, I thrive on understanding the spaces where people, brands and culture intersect. People-centric, user-friendly modes of thinking drive me, and I am always interested in delving into relevant psychology and behavioural science topics. I especially enjoy the challenge of leveraging this knowledge to inform future consumer experiences for clients\' products and services.Alongside regular work, I volunteer with SHOUT, a text-based mental health support service. This involves helping people take a next step towards their personal goals, feel calmer in a moment of crisis, and de-escalate strong thoughts of suicide. Working with SHOUT has also enabled me to build on a various skills, including; active listening, empathy, and building rapport which are integral within the market research & insights space.
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