Andrew Gray
Moodiesburn,North Lanarkshire
Summary
An extremely capable and conscientious individual who has a wealth of experience in Telecoms, Customer Service, Complaints and Sales environments.
Customer focused and target driven, quickly develop good product awareness, and pride myself on delivering the highest quality of customer service.
Excellent communication and interpersonal skills and am particularly strong in handling complaints, problem solving and closing sales.
Very experienced in the use of computers, systems and network faults including various system programs and business practices.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Sales, Marketing and IT Support
Proteks
03.2024 - 03.2025
- Live Chats, Inbound and Outbound calls to customers to either sell or listen to any enquires regarding services
- I’m also part of the marketing team for the business where we constantly look at new ways for the business to grow
- I also do IT support for our website and the systems we use
Ability To Pay Team
Utility Warehouse
01.2024 - 03.2024
- Taking inbound calls from customers struggling to pay their gas and electric bills, I take payments, setup payment plans, go through vulnerability statements and offer customers additional support options
- Also handle any general enquiries and account related issues
Service Desk Analyst
Vodafone
05.2022 - 01.2024
- Directors Office Mobile and Home Broadband Complaints Work from Home (Company Tupe’d entire department to WebHelp decided to move on)
- Taking incoming cases from consumer customers having issues with network, billing, activation & fault issues
- I initially started off in mobile and did that for the first 4 months but have been in Broadband ever since
- I regularly liaise with Openreach, their systems on the Openreach Portal and a number of other systems such as Remedy, Halo other networking tools such as Citrix, HDM, One Portal, Tech See, Web Apps, Wi-Fi Doctor and WLR3
- Directors Office Mobile and Home Broadband Complaints Work from Home (Company Tupe’d entire department to WebHelp decided to move on)
Vodafone Live Chat Work from Home
Webhelp
07.2020 - 05.2022
- Doing live chats for Vodafone, I first of all did cancellations which involved chatting to existing customers looking for a better deal or to cancel accounts using upselling and customer service skills
- I did that until Match 2021 before moving to acquisitions which is new customer accounts and orders
Track & Trace Work from Home
SITEL
05.2020 - 08.2020
- Calling up customer cases allocated to me on behalf of NHS England
Customer Team Member
Co-Op
09.2019 - 06.2020
- Face to face retail environment
- Serving customers, cash handling, stock replenishing, taking in orders, general store management tasks
Lead Generator/IT Support
Proteks
03.2019 - 09.2019
- Phone customers to arrange sales appointments
- IT Support on the company website with our software along with dealing with any customer queries via our live chat & social media
Service Desk Analyst
Leidos
08.2018 - 02.2019
- In my role I manage IT faults from a number of high profile companies within defense, government, science and engineering
- Managing my tickets and SLA’s communicating to customers via phone & email although some faults are done via active directory and within a VPN for password resets and account unlocks
- I also ensure all staff follow the correct procedure in managing tickets and customer processes
Service Desk Analyst
Vodafone
09.2015 - 05.2018
- Working on the IT service desk within Vodafone’s UK Private help desk 1000+ clients I manage faults, ticket SLA’s and liaising with service desks/3rd party and OLO’s as we manage their network and calls structure
- Faults we work on range from WAN, LAN, PSTN, Remote management
- I have also had some experience with L1 escalation management doing 2nd/3rd line support on difficult tickets along with being part of & setting up BRIDGE calls to high profile clients being the prime contact for many high profile customers
Final Accounts Advisor
SSE
02.2015 - 09.2015
- Taking inbound calls from existing customers who have been prompted to call via letter or text to collect the final balance on their account
- Working towards phone, KPI & money targets on a daily basis
- Objection handling, cash advice, system work in a fast pace environment
Lead Computing Sales Associate
Curry’s PC World
09.2013 - 02.2015
- Face to face customer interaction for sales, customer service & product advice, targeted on add-ons for devices such as cover, anti-virus and device setup
- Cash handling, stockroom assistance and PC/Laptop & tablet setup
Service & Repair Agent
British Gas
10.2012 - 03.2013
- To receive inbound calls from customers
- Arrange appointments for customers due to breakdowns appointments to boilers, electrics or kitchen appliances and to arrange annual service coverage
- Promote leads for customers who don’t have their gas or electricity serviced by British Gas
- Work to KPI targets
Lead Generator
Advanced Wall Solutions
05.2011 - 09.2012
- Phone customers who have registered interest in getting their home improved
- To arrange sales appointments
- To promote the services of the company and close deals
Turnaround Agent (Cancellations)
SKY
08.2009 - 05.2011
- Handling inbound calls from customers who wish to cancel their Sky TV, broadband & telephone services
- To meet weekly, monthly and annual targets along with compliance and telephone use targets
Travel Money Advisor
Travelex
09.2008 - 02.2009
- This was a temporary job whilst at college and my duties included:
- Buying and selling travel money from customers visiting the store
- To advise customers on rates and any Travelex products that may be relevant to them
Banking Sales & Service Rep
First Direct
09.2006 - 08.2008
- Handling inbound calls from customers of First Direct Bank
- To identify opportunities to up-sell the bank’s products where relevant
- To meet monthly and yearly sales and productivity targets
Insurance Sales Agent
Direct Dialogue
09.2005 - 08.2006
- Make outbound calls selling home insurance on behalf of Allianz, using semi-warm and cold leads
- Give quotes, objection handling, closing sales to meet weekly and monthly sales and productivity targets
Cold Calling Sales Rep
Response
03.2005 - 04.2005
- To make outbound calls to random customers, selling TV packages
- To meet weekly sales targets
AOL Technical Support Rep
BeCogent
08.2004 - 11.2004
- Take incoming calls from AOL customers to fix AOL or general PC problems
- Upselling various AOL internet packages relevant to customer
CNC Operator
Rowan Timber
11.2003 - 07.2004
- Machining timber products such as doors, staircases and pallets for several major European clients
- Health & Safety machine maintenance
All Star Team Member
KFC
01.2001 - 11.2003
- All Star level was to cover any role within store needed from till, drive-through, kitchen to stockroom duties
- Cash handling
- Health & Safety and store/machine cleanliness
Education
Intermediate 2 grade A level - English, Travel & Tourism
Rosehall High School
HNC - Networking
Cardonald College
GlasgowSkills
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Leadership
- Resourcefulness
- Social media marketing
- Quality Assurance
- Upselling
- Google Workspace
- Marketing
Certification
- Defense Business Services Security Vetting Clearance, 31/12/2028
- Full UK Driver’s License
SYSTEMS USED
- Zoho CRM
- Cloud Talk
- Service Now
- Active Directory
- Remedy
- Citrix
- HDM
- Halo
- Siebel
- Openreach Portal Apps
- Web Apps
- WLR3
Affiliations
- Golf
- Martial Arts / Boxing
- American Football
- Football
- DDP Yoga
Languages
English
Native
Timeline
Sales, Marketing and IT Support
Proteks
03.2024 - 03.2025
Ability To Pay Team
Utility Warehouse
01.2024 - 03.2024
Service Desk Analyst
Vodafone
05.2022 - 01.2024
Vodafone Live Chat Work from Home
Webhelp
07.2020 - 05.2022
Track & Trace Work from Home
SITEL
05.2020 - 08.2020
Customer Team Member
Co-Op
09.2019 - 06.2020
Lead Generator/IT Support
Proteks
03.2019 - 09.2019
Service Desk Analyst
Leidos
08.2018 - 02.2019
Service Desk Analyst
Vodafone
09.2015 - 05.2018
Final Accounts Advisor
SSE
02.2015 - 09.2015
Lead Computing Sales Associate
Curry’s PC World
09.2013 - 02.2015
Service & Repair Agent
British Gas
10.2012 - 03.2013
Lead Generator
Advanced Wall Solutions
05.2011 - 09.2012
Turnaround Agent (Cancellations)
SKY
08.2009 - 05.2011
Travel Money Advisor
Travelex
09.2008 - 02.2009
Banking Sales & Service Rep
First Direct
09.2006 - 08.2008
Insurance Sales Agent
Direct Dialogue
09.2005 - 08.2006
Cold Calling Sales Rep
Response
03.2005 - 04.2005
AOL Technical Support Rep
BeCogent
08.2004 - 11.2004
CNC Operator
Rowan Timber
11.2003 - 07.2004
All Star Team Member
KFC
01.2001 - 11.2003
Intermediate 2 grade A level - English, Travel & Tourism
Rosehall High School
HNC - Networking
Cardonald College
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