Evans and Lewis Insurance

Insurance Administrator

Arrow Electronics

Managed order to invoice process and delivered after-sales service for business customers.

Conducted B2B cold calls to generate leads and nurture client relationships.

Collaborated with customers, suppliers, and internal departments to ensure customer satisfaction and on-time delivery.

Implemented efficiency improvements to drive operational performance.

Customer Service Representative

CHURCHILL CHINA (UK) LIMITED

- Collaborated seamlessly with team members to meet and exceed production targets.
  - Maintained rigorous adherence to safety and quality standards, ensuring product excellence.
  - Implemented continuous improvement initiatives, enhancing overall operational efficiency.
  - Conducted training sessions for new team members, contributing to skill development.

Glazing Operative

Water Plus

- Delivered comprehensive IT support across multiple channels, including phone, chat, and email.
  - Initiated and followed through on incident procedures, meticulously recording details for effective problem resolution.
  - Played a pivotal role in contributing to the maintenance and enhancement of the Service Desk Knowledge base.
  - Collaborated with the IT team to implement system upgrades, ensuring optimal performance.
  - Conducted user training sessions to enhance IT literacy within the organization.

IT Support Analyst

Bathroom Mountain

Dentsu Aegis Network

- Support all channels of engagement, including phone, chat, virtual agent,
self-serve, and email.
- Initiate the procedure for handling detected incidents, recording details such
as symptoms, diagnostic data, and information about related Configuration
Items (CIs).
- Assist in the investigation of problems and other support requests, monitoring
progress and providing updates to users.
- Provide an effective interface with users, offering diagnostic information for
error resolution and incident analysis.
- Make initial diagnoses of problems and advise on known solutions, providing
information on updates, known errors, and changes in availability.
- Maintain and update incident records throughout the incident life cycle.
- Monitor systems under the Service Desk's responsibility, identifying problems
and performance trends.
- Assist in taking corrective actions to improve performance and prevent
recurring problems.
- Respond to assistance requests by providing information for simple and
routine issues.
- Maintain accurate log entries of contact, resolution details, and follow-up
information.
- Escalate Major Incidents to team leads and Service Desk Manager, ensuring
timely communication to other team members.
- Deliver service according to quality assurance measures, ensuring accurate
and consistent service delivery.
- Support the development and maintenance of service desk support tools to
meet customer and IT Services needs.
- Address both positive and negative customer satisfaction results promptly.
- Contribute to the Service Desk Knowledge base, enabling all analysts to
follow documented processes and procedures.
- Train, support, and mentor team members, providing training to new starters
as part of the service induction program.

Service Desk Analyst

WEX Europe Services Limited

Customer Services Agent

The Bridge Inn Stone

Bar Manager

bet365

- Providing a positive customer experience and first time resolution when assisting customers with queries and complaints.
- Liaising with internal departments in English order to resolve our customers’ queries.
- Responding to customer queries in a timely manner via Live Chat, email and telephone.
- Using internal tools to assist and take ownership of your customer query.
- Investigating issues thoroughly and escalating queries where necessary.
- Maintaining knowledge of policies, procedures and licensing requirements.
- Promoting safer gambling.

Customer Advisor

M3 Global Research

Training Day

Motivated sales professional with diverse experience in customer service, IT support, and glazing operations. Proven track record of
exceeding sales targets and delivering exceptional customer service.

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