Alex Dale
Birmingham,West Midlands
Summary
After working in a Customer Service focused role for 10+ years, I believe I have acquired the core skills which deliver an excellent level of service whether that be, providing effective service for the customers journey, tackling sensitive scenarios or finding the right solution for someone. All while working fast and effectively to resolve a matter or provide further support. I am always looking for a new challenge and like to push myself into new projects and tasks, thank you for any time spent on my application.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work history
Customer Service/Sales Advisor
Domestic & General
04.2025 - 07.2025
- I worked at Domestic & General as an outbound Sales Advisor, where the role involves calling existing customers to identify their needs through effective questioning and recommending appropriate products.
- While listening intently to customers to identify upselling opportunities.
- All while building exceptional customer satisfaction by delivering friendly service.
- This role is marked against personal KPIs and productivity stats, such as SPH, and being available to take calls.
- Although this role is outbound dialling, it does involve a lot of the same ideas of inbound, such as updating customer details, advising of services, raising complaints, setting up payments and handling sensitive information while always adhering to data protection at all times.
Customer Service/Sales Advisor
Firstsource
Derby
05.2022 - 03.2025
- I worked as a Customer Service/Sales advisor for Firstsource on behalf of Sky TV & Broadband, calling potential customers on outbound and using product knowledge and personal conversations to gain interest and achieve sales for the company.
- Inputting data and using systems to complete this role.
- I have moved around different campaigns while in this role to gain knowledge and test myself; some of these include inbound sales, outbound sales, retentions, and loyalty, which are more customer service-based.
- Mainly down to retaining their custom at Sky.
- Overall I have always exceeded in these roles and delivered a high level of performance which has been reflected in my stats/KPI's - all of which can be backed up through references.
Customer Service Advisor
Concentrix
Stockport
11.2020 - 05.2022
- I joined Concentrix as a billing advisor for BT, this role included managing payments, sorting out queries/complaints, retaining customers of BT and adhering to polices/compliance.
- Making sure that KPI/stats were always hit, doing this by making sure to listen and understand customers and their needs.
- Many of these calls were from dissatisfied, unhappy or vulnerable customers.
Customer Service Assistant
One stop (Tesco)
05.2016 - 11.2020
- Quickly after a month of being then was promoted to team leader, this role includes running the store while the manager isn't there, normally being 5/6 shifts a week either mornings or nights.
- This role entails carrying out routine tasks to keep the store performing to the best it can.
- Many of the tasks are opening and closing the store, banking the money from sales, conducting reports and investigating into issues, creating new openings to increase sales, dealing with a team of people and making sure everyone is happy and supported.
- Whilst being in this position, I have completed a 9 month long course to become a store manager, learning all the necessary information and gaining experience throughout the time.
Retail Assistant
Tesco TFDL
09.2013 - 05.2016
- Responsibilities were greeting and serving customers in a busy restaurant environment in a professional and timely manner.
- I did the weekly ordering for the restaurant in keeping with demand, I handled cash and banked takings weekly, and kept accurate stock records and supplier's information.
- I trained new members of staff, and handled complaints if they occurred.
- I ensured staff rotas covered opening hours effectively and commercially.
Education
BTEC Business Level 3 - Business & Law
Dudley College of Technology
09.2010 - 07.2012
GCSE - School
Pensnett School
09.2005 - 06.2010
Skills
- Account management
- Appointment setting
- Customer service
- Relationship building
- Data entry
- Customer needs assessment
- Active listening
- Cross-selling
- Customer engagement
- Selling techniques
- Customer retention
Timeline
Customer Service/Sales Advisor
Domestic & General
04.2025 - 07.2025
Customer Service/Sales Advisor
Firstsource
05.2022 - 03.2025
Customer Service Advisor
Concentrix
11.2020 - 05.2022
Customer Service Assistant
One stop (Tesco)
05.2016 - 11.2020
Retail Assistant
Tesco TFDL
09.2013 - 05.2016
BTEC Business Level 3 - Business & Law
Dudley College of Technology
09.2010 - 07.2012
GCSE - School
Pensnett School
09.2005 - 06.2010
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