Oliver Hackett Watson
Digital Copywriter @Virgin Media
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WORK HISTORY
Digital Copywriter @Virgin Media
Billings and Payments -I improved customers’ online experience for billing and payments, creating user-centric infographics to explain more intricate products. I created notification banners, improving customer communication for account changes, discounts, promotions, overdue bills, and account restrictions. I designed the copy for a newly introduced two factor authentication process, protecting both Virgin Media and the customers’ security. I improved customer communication for a resilient service allowing them to repay outstanding balances. This made it as easy as possible for customers to manage payments. My work reduced call numbers from customers by improving their online experience, and prioritising the needs of a wide range of customers experiencing a variety of issues e.g. moving house, or financial difficulty.Online store - I optimised the online store through internal testing tools, creating brand assets, and using search engine optimisation for landing and article pages. This allowed increased sales for Black Friday and enabled customers to experience a streamlined process for cancellation, upgrades, and customer service support.I wrote large campaigns, successfully upselling products to customers at various stages in their contracts.I streamlined customer processes for online journeys checking eligibility, service requirements, and tailored communications for a diverse mix of customers – including those going through bereavement. Customer communications -I formed consistent messages aligning closely with company strategy and voice across various platforms and formats, utilising compelling emails tailored to various types of customers.I created extensive customer communications covering a variety of events at short notice, from local engineering plans to global occurrences, ensuring customers are kept informed.
EDUCATION
Keele University
BA (Hons), Philosophy and Film Studies
SKILLS
ABOUT OLIVER HACKETT WATSON
I’m a content writer with 12 years of experience across the financial services…
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