Adam Wilcox
Northfield
Summary
A highly skilled professional with extensive expertise in customer service, team management, and sales. Demonstrates strong organisational skills and a proven ability to achieve targets within fast-paced environments. Adept at providing quality customer service and implementing effective retention strategies. Possesses excellent communication skills, active listening abilities, and a keen attention to detail. Experienced in product support, troubleshooting, and post-release product support. Proficient in digital marketing with an understanding of SEO optimisation and tools operation. Career goals include leveraging leadership proficiency to drive process improvements and enhance customer satisfaction.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work history
Product Support
Yell LTD
Reading, England
09.2018 - 07.2025
- Dealing with complex amends of customer products behind the scenes.
- Working as a chat agent, and fixing customer queries with their account and app.
- Investigating customer issues with messaging service on the Yell app.
- Liaising with Live Person of upcoming fixes for the Yell app messaging service.
- Working on Yells review system and following Yells policy.
- Working on mapping systems with Yell and Goggle Maps.
- Fixing login issue for customers.
- Designed a new version of the Yell app which is in progress.
- Enhanced customer satisfaction by providing top-notch product support.
- Provided needed support during post-production editing, enhancing overall film quality.
- Provided technical support for enhanced productivity levels.
- Supported peers during troubleshooting processes, enhancing team productivity.
- Supported team members in task completion, contributing to overall productivity.
- Successfully delivered on tasks within tight deadlines.
- Supported team by demonstrating respect and willingness to help.
- Recommended changes in website architecture to improve site speed and performance, enhancing user experience and site ranking simultaneously.
- Designed responsive web pages, enhancing online customer engagement.
- Implemented pay-per-click advertising campaigns, drove targeted web traffic.
- Managed major website redesign project with focus on mobile-first approach.
- Optimised SEO practices, resulting in improved website visibility.
- Maintained consistency across all visual design elements on the website.
- Performed regular audits of websites and content for SEO improvements.
- Managed Google Analytics to monitor website traffic, adjusting strategies as needed.
- Managed over 50 customer calls per day.
CRM - Customer service
Yell LTD
01.2019 - 01.2021
- Dealing with inbound calls and outbound calls regarding Customer accounts.
- Designing workflows Creating landing pages and website SEO.
- Fixing and accessing PPC campaigns for customers.
- Creating and managing lead generation campaigns.
- Liaising with Customer about products and editing their campaigns.
- Dealing with complex cases in website editing and gaining fixes for websites.
- Fact finding and research into Customers business and how they perform online.
- Organising consultations and meetings for customers and review of their advertising programme.
- Building strong customer and company relationships by offering excellent customer service.
- Optimising customers SEO.
- Delivered excellent customer service whilst driving sales objectives.
- Managed client correspondence, improving customer service satisfaction.
Sales
Yell LTD
01.2018 - 01.2019
- Contacting Yells customers via outbound sales calls.
- Hitting quarterly KPI’S and exceeding my sales target.
- Selling Yell.com, Websites and search engine optimisation products to customers.
- Boosted sales with effective product merchandising.
- Enhanced sales with effective product demonstrations.
- Optimised sales generation by analysing sales metrics and adjusting strategy planning.
- Monitored sales data, identified opportunities for growth.
- Enhanced sales with effective product displays.
- Met sales goals every quarter.
Immigration Consultant
UK Visa Solutions
Birmingham
04.2018 - 09.2018
- Dealing with inbound calls and outbound calls regarding visa’s.
- Liaising with high profile clients and people from all over the world.
- Dealing with complex cases and finding a suitable solution.
- Fact finding and research regarding numerous different types of visa’s available due to client circumstance.
- Organising consultations and meetings for clients with lawyers.
- Providing clients with client care letters.
- Raising invoices for services required.
- Dealing with refusal letters.
- Liaising with the home office on a regular basis.
- Building strong client and company relationships by offering excellent customer service.
- Using initiative to offer advice and quotes to clients with minimum guidance and supervision.
- Organising and holding conference calls with clients and colleagues.
Telesales Executive
Claims Advisory, Victor Hydon Limited T/A Claims Advisory Services
Wolverhampton
11.2017 - 03.2018
- Dealing with inbound and outbound calls regarding PPI sales.
- Building strong relationships with customers.
- Script writing for sales agents.
- Dealing with customer queries and offering guidance.
- Data confidentiality handling.
- Processing claims.
- Dealing with accounts.
- Meeting weekly targets and incentives.
Bakery team leader
Tesco Extra
Lichfield, Staffordshire
09.2009 - 01.2016
- Ensured high quality baked goods by adhering to recipe specifications.
- Followed stringent food safety protocols, upholding health standards.
- Addressed customer complaints promptly, ensuring their satisfaction and repeat business.
- Optimised resource allocation by assessing daily production needs accurately.
- Promoted sustainability by minimising waste and recycling where possible within the bakery's operations.
- Trained junior bakers on baking techniques and equipment usage for consistency in output.
- Streamlined baking processes with strategic planning, promoting efficiency in production.
- Elevated customer satisfaction with exceptional service and product knowledge.
- Maintained cleanliness in the work area, ensuring a hygienic environment.
- Facilitated team communication for smooth bakery operations.
- Encouraged open communication, fostering a positive work culture.
- Led project coordination, resulting in timely delivery.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
Education
GCSE - Maths, English, Science, Technology, Art, Design Graphics, P.E, ICT
Chase Terrace Technology College
01.1999 - 01.2004
IQ Level 2 Curtain Walling (QCF) - undefined
NVQ Level 2 Multi-skilled hospitality services - undefined
Certificate in Creative Techniques Level 2, 3 - undefined
Skills
- Strong organizational skills
- Customer service expert
- Active listening skills
- Team management and direction
- Strong communication skills
- Literacy and numeracy
- Confident in problem solving
- Strong attention to detail
- Driven and highly capable of achieving targets
- Accustomed to working within a fast-paced environment
- Able to bring inbound and outbound calls to a quick and satisfying resolution
- Product support
- Post-Release product support
- Current Product Support (CPS)
- Product support and troubleshooting
- Providing quality customer service
- Customer service and retention strategies
- Customer service software handling
- Product sales
- Sales technique development
- Sales techniques
- Proven sales abilities
- B2B sales exposure
- Sales delivery
- Leadership proficiency
- Process improvement understanding
- Communication excellence
- Decision-Making autonomy
- Digital marketing awareness
- SEO and Google analytics
- SEO optimisation understanding
- SEO tools operation
Personal Information
Date of birth: 01/20/88
Languages
Spanish
Beginner
Accomplishments
Won multiple sales and customer service awards at Yell LTD
Affiliations
I enjoy Playing football and teaching my 3 boys to play football. I also like to play snooker and watch documentaries. My favourite places in the world is Tenerife.
Timeline
CRM - Customer service
Yell LTD
01.2019 - 01.2021
Product Support
Yell LTD
09.2018 - 07.2025
Immigration Consultant
UK Visa Solutions
04.2018 - 09.2018
Sales
Yell LTD
01.2018 - 01.2019
Telesales Executive
Claims Advisory, Victor Hydon Limited T/A Claims Advisory Services
11.2017 - 03.2018
Bakery team leader
Tesco Extra
09.2009 - 01.2016
GCSE - Maths, English, Science, Technology, Art, Design Graphics, P.E, ICT
Chase Terrace Technology College
01.1999 - 01.2004
IQ Level 2 Curtain Walling (QCF) - undefined
NVQ Level 2 Multi-skilled hospitality services - undefined
Certificate in Creative Techniques Level 2, 3 - undefined
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