Andrew Smith
Newcastle upon Tyne
Summary
A dedicated professional with expertise in customer interactions and strong written communication skills. Demonstrates resilience in stressful situations, coupled with a deep understanding of empathy to effectively manage relationships and resolve conflicts. Proficient in problem-solving and complaint resolution, aiming to leverage these skills towards enhancing organisational efficiency and customer satisfaction.
Overview
21
21
years of professional experience
Work history
Customer service representative
Verisure
Newcastle upon Tyne
01.2025 - 05.2025
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Provided professional and quick response to customers using WhatsApp communications.
- Processed orders promptly ensuring a positive shopping experience for customers.
- Offered technical support, leading to enhanced user experience.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Access Coordinator
Cell:cm Chartered Surveyors
01.2020 - 12.2024
- Arranging access with clients for telecoms engineers
- Assessing Risk Assessments and method statements
- Ensuring works have lease rights to proceed
- Reviewing drawings to understand works and communicate to site owner
- Investigating access issues and resolve with clients or third parties
- Arranging Cell:cm surveyors to conduct surveys using varying types of equipment
Team Manager
SiTEL
01.2008 - 01.2020
- Providing coaching to allow agents to reach full potential
- Detailed Reporting for Operation Managers
- Providing Payroll information to HR
- Carrying out HR meetings
- Organising special days within the business to boost morale
Quality Analysis
SiTEL
01.2008 - 01.2020
- Providing detailed analysis information on agent behaviours
- Coaching agents to reach targets
- Giving on the spot advice
- Building weekly reports for client use
- Assisting with trials in Beta phase
Customer Service Advisor
Nectar and AIMIA group
01.2008 - 01.2016
- Discuss Nectar card queries through calls, webchat, emails and letters
- Updating customer records accordingly
- Booking Eurostar and easyJet trips
- Assisting head office with Customer insite
Inbound Collectors Advisor
T-Mobile
01.2007 - 01.2008
- Taking inbound calls for customers who had collections cases
- Taking payment on calls
- Restoring service to customers' network
- Dealing with customer complaints
- Updating customer records
Kitchen Porter
Fishermans lodge
01.2007
- Providing a clean and tidy environment for chefs to work
- Cleaning of kitchen, kitchen equipment and stores and fridges
Food and Beverage Assistant
Metro Radio Arena / Tyne Journal Theatre
01.2004 - 01.2007
- Serving drinks/food to customers
- Stock check and rotation
- Barrel changing
- Counting cash intake
Education
BTEC National - IT Practitioners
NVQ Level 3 - Customer Services
NVQ Level 2 - Customer Services
GNVQ - Information Technology
GCSE's - Grades A to C
BTEC Diploma - Music and Technology
Newcastle College
Skills
- Email correspondence expertise
- Resilience to stressful situations
- Empathy understanding
- Strong written communication
- Problem-solving
- Relationship Management
- Conflict Resolution
- Complaint resolution
Timeline
Customer service representative
Verisure
01.2025 - 05.2025
Access Coordinator
Cell:cm Chartered Surveyors
01.2020 - 12.2024
Team Manager
SiTEL
01.2008 - 01.2020
Quality Analysis
SiTEL
01.2008 - 01.2020
Customer Service Advisor
Nectar and AIMIA group
01.2008 - 01.2016
Inbound Collectors Advisor
T-Mobile
01.2007 - 01.2008
Kitchen Porter
Fishermans lodge
01.2007
Food and Beverage Assistant
Metro Radio Arena / Tyne Journal Theatre
01.2004 - 01.2007
NVQ Level 3 - Customer Services
NVQ Level 2 - Customer Services
GNVQ - Information Technology
GCSE's - Grades A to C
BTEC National - IT Practitioners
BTEC Diploma - Music and Technology
Newcastle College
Similar Profiles
FLORINE CARTRONFLORINE CARTRON
Assistante d'agence at VerisureAssistante d'agence at Verisure
Karpis HarutyunyanKarpis Harutyunyan
Commercial, Expert en Sécurité at VerisureCommercial, Expert en Sécurité at Verisure
Raúl Segura AlonsoRaúl Segura Alonso
Systems Engineer at VerisureSystems Engineer at Verisure
BEAULA SANTHOSHBEAULA SANTHOSH
Advice clients volunteering at North England refugee serviceAdvice clients volunteering at North England refugee service
Ahmad YoussefAhmad Youssef
Customer service cashier at lebanese cuisineCustomer service cashier at lebanese cuisine