Andrew Ritchie
Kirkwall,Orkney Islands
Summary
Accomplished professional with expertise in dispute management and relationship building, adept at leveraging product knowledge to conduct thorough customer needs analysis. Highly efficient in conflict resolution and customer complaint management, demonstrating a good telephone manner. Committed to enhancing customer satisfaction through strategic application of core competencies, with a focus on career advancement in customer relations.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
Work history
Author
Port Raasay Ltd
Kirkwall, ORK
2023.04 - 2026.01
- Edited text for grammatical accuracy, improving clarity and tone.
- Revised and proofread content to ensure quality standards.
- Managed writing projects from start to finish, encompassing research and revision.
Tutor
Highland Theological College
Dingwall, HLD
2023.04 - 2026.01
- Coached students on academic concepts using accessible language.
- Assisted students in developing effective academic strategies to enhance learning.
- Provided tailored tutorial support in both one-on-one and group sessions.
- Mentored students to strengthen confidence and study skills.
- Assessed student progress throughout tutoring sessions.
- Applied positive reinforcement techniques to foster student confidence.
Coffee Specialist
Arise
2023.06 - 2024.08
- Ordered and tracked coffee orders
- Troubleshooting on faulty machines
- Account maintenance.
Customer Specialist
Concentrix
2022.06 - 2023.01
- Resolved customer complaints with banking.
- Handled daily transactions.
- Resolved issues with fraudulent activity.
Customer Service Advisor
NSL Services
Dingwall
2018.08 - 2021.09
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy.
- Addressed PCN (penalty Charge Notices) for various London Boroughs on parking-related matters.
- Issued PCNs virtually from CCTV footage of specific moving violations.
Customer Service Representative
BT (Manpower Services)
Alness
2016.05 - 2017.09
- Provided effective customer support by talking directly and honestly with customers, and developing a deep understanding of customer needs and desires.
- Resolved routine and complex client service issues thoroughly and expeditiously, utilising sound judgment with an emphasis on courtesy.
- Answered and handled inbound calls promptly, enthusiastically, courteously and efficiently.
- Ensured ethical behaviour and full compliance with the company’s policies and UK regulations.
Customer Advisor
Response
Glasgow
2014.07 - 2015.09
- Managed call centre complaints and disputes regarding product purchases, using effective de-escalation and empathetic listening skills to achieve 100 % increase in first call resolution.
- Resolved product or service problems, handled customer complaints and followed these up to ensure efficient, effective resolution.
- Acted as the primary contact between Engineers and customers, efficiently organising electrical test appointments and assigning Service Engineers to meet monthly test quotas.
- Answered and handled inbound calls promptly in an enthusiastic, courteous and efficient manner.
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy.
- Ensured ethical behaviour and full compliance with the company’s policies and UK regulations.
Customer Service Advisor
C3
Twin Falls
2012.06 - 2013.10
- Answered and handled inbound calls promptly in an enthusiastic, courteous and efficient manner.
- Dealt specifically with Medical Insurance claims, and whether they would be approved.
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy.
- Managed the uploading of data and communications to company software to keep a complete audit trail across the business.
Education
Master Letters in Theology - Worldview and Culture Candidate
the University of the Highlands and Islands
Dingwall 2024.09 - 2027.11
Bachelor of Arts (Hons) - Theological Studies
The University of the Highlands
Dingwall 2016.09 - 2022.06
Associate of Science - Christian Ministry
Victory University
TnSkills
- Dispute management
- Relationship Building
- Product Knowledge
- Customer Needs Analysis
- Highly efficient
- Conflict resolution
- Good telephone manner
- Customer complaint management
REFERENCES
References available upon request
VOLUNTARY WORK EXPERIENCE
- Inverness Cathedral, Welcome Team Coordinator, Inverness, HLD, 2017-05, 2020-10, Determined work assignments and procedures., Welcomed visitors to the Cathedral, Led noon- prayer, Liaise with coaches
- Calvary Chapel, Try Praying Leader, Motherwell, NLK, 2014-04, 2014-06, Distributed and created brochures, pamphlets and signage to promote product or service., Helped people to find peace through prayer
- Calvary Chapel, Harvest America Co-ordinator, Buhl, Idaho, 2011-07, 2013-10, Developed and maintained effective relationships with vendors and suppliers., Arranged marketing campaign for local area to attract people to bring friends and family to Harvest America., Coordinate with new believers to ensure that team leaders were available to assist them with their journey., Compile reports to be sent to Riverside following the service
Timeline
Master Letters in Theology - Worldview and Culture Candidate
the University of the Highlands and Islands
2024.09 - 2027.11
Coffee Specialist
Arise
2023.06 - 2024.08
Author
Port Raasay Ltd
2023.04 - 2026.01
Tutor
Highland Theological College
2023.04 - 2026.01
Customer Specialist
Concentrix
2022.06 - 2023.01
Customer Service Advisor
NSL Services
2018.08 - 2021.09
Bachelor of Arts (Hons) - Theological Studies
The University of the Highlands
2016.09 - 2022.06
Customer Service Representative
BT (Manpower Services)
2016.05 - 2017.09
Customer Advisor
Response
2014.07 - 2015.09
Customer Service Advisor
C3
2012.06 - 2013.10
Associate of Science - Christian Ministry
Victory University