Anthony Houlihan
Walton-on-Thames
Summary
Dynamic Warehouse Team Leader at Rosscare with a proven track record in enhancing operational efficiency and achieving KPI targets. Skilled in effective communication and problem-solving, I consistently exceeded customer satisfaction through innovative solutions. My strong organizational abilities and empathy fostered high-performing teams and exceptional service delivery.
Overview
23
23
years of professional experience
Work History
Warehouse Team Leader
Rosscare
Woking
10.2023 - Current
- Organized routes for field service engineers to maximize efficiency.
- Supported customer service in scheduling repair bookings.
- Ordered necessary parts to maintain inventory levels.
- Communicated with clinical team to ensure chairs and prescriptions met specifications.
- Conducted assessments for all staff to evaluate performance.
- Trained new and existing warehouse and customer service teams for skill enhancement.
- Liaised with service center management to improve operational coordination.
- Ensured KPI targets were consistently met across departments.
Regional Sales Cover
Jayar Car Parts
01.2022 - 03.2023
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
Owner Manager
The Car Adoption
10.2016 - 12.2021
- To run every aspect of business
- High Levels of customer Service
- Excellent customer rapport and customer connectivity
- Organization and Presentation of Vehicles
- Stock Buying
- Book keeping
- Dealing with all Financial Aspects of a Business
Telesales Representative
EAG Marketing Ltd.
02.2019 - 06.2019
- Business to business calls on behalf of Vitality Health Insurance
- To Gather as much information as possible to ascertain if the company has health insurance scheme in place and renewal dates
- If eligible book to pitch an appointment for price comparison or new quote with local area representative
- Excellent customer rapport and customer connectivity
- Outbound cold calling with excellent conversion rate
- Top 5 performer from 30 strong team
- Excellent communication and follow up effectiveness with both the customers and BDM’S
- Fast and accurate data entry
- Management and organisation of calling data
Telesales Representative
Universal transaction processing
01.2018 - 02.2019
- Business to business calls
- Gather as much information as possible and if eligible pitch to book in for an appointment business development managers
- Excellent customer rapport and customer connectivity
- Outbound cold calling with excellent conversion rate
- Top 5 performer from 30 strong team
- Excellent communication and follow up effectiveness with both the customers and BDM’S
- Fast and accurate data entry
- Management and organisation of calling data
Sales Representative
Eurocarparts Ltd
04.2016 - 10.2016
- First Point of contact for all parts and price Enquiries
- High levels of customer service processing enquiries quickly and efficiently during busy periods
- Excellent conversion rate from enquiry to sale
- Excellent customer rapport and customer connectivity
- Outbound cold calling with excellent conversion rate
- Accurate and prompt parts location
Out of hours Call Handler
Wellbeing Lifeline
12.2015 - 04.2016
- First point of contact for emergency out of hours for various different Councils
- High level customer service with empathy and reassurance needed during distressing times
- Delegating and prioritizing emergency repairs
- Fast and effective communication while under pressure
- Prompt and accurate reports
Customer Service Manager
Lionel Browne Carsales Ltd
02.2006 - 12.2015
- Responsible for all aspects of Customer Service from customer viewing appointments, valets, servicing, collection and delivery of vehicles
- Strong customer feedback and satisfaction with strong administration skills
- Personal long standing reference from the owner
- Currently selling cars on behalf of Lionel Browne Carsales
Customer care representative/ Night shift Supervisor
The Jewellery Channel
10.2013 - 05.2014
- Responsible for all aspects of customer service from sales, complaints, queries, refunds and exchanges to following up leads
- Strong customer feedback and satisfaction
- Excellent conversion rate from leads to sales
High Value Customer Lead
Talk Talk
02.2009 - 07.2012
- Responsible for the end to end customer service and delivery of commercial targets for broadband and telephone customers, in a period of rapid sector growth
- Focused delivery of KPIs Customer Satisfaction, Handling Time, Call Quality, Retention and Upgrades
- Top 5 performer from 30 strong team
- Most Sales in a day 35 out of 45 interactions
- Top retainer for 3 consecutive months
- Average of 95% for Call Quality
Customer Service Agent
ICT Europe
09.2007 - 11.2008
- Responsible for all aspects of customer lifecycle management in a complex regulated FSA environment targeting 90% call quality standards
- Including general customer services queries and complaints, cross sell of other products e.g
- Insurance as well as maintenance of financial information
- Highest number of customers retained in a month – 350
- Top of intake class for Product Knowledge
- 100% pass rate for monthly Call Quality
Supervisor
Brantano Footwear
04.2002 - 02.2007
- Department lead for all aspects of fast moving retail outlet
- Staff training, rotas and allocation of daily duties
- Supervise deliveries and the replenishment of stock and store displays
- All aspects of financial management cash handling, refunds and cashing up duties to match daily takings reports
- Promoted to departmental lead (with 2 months interim store management experience)
- Top 5 performing store from circa 100 stores
- Top seller of in-store additional products and services – shoe care accessories and store card
- Key member of Store turnaround team
- Trainer in company guidelines, policies and health & safety procedures
Education
City and Guilds Level 1 - Motor Mechanics
West Thames College Skills Centre
07.2004
5 x GCSE’s - including English and Maths
Brentside High
05.2002
GNVQ ICT Intermediate -
West Thames College Skills Centre
GNVQ ICT Foundation -
West Thames College Skills Centre
Skills
- Commercial focus
- Effective communication
- Empathy
- Rapport building
- Understanding of regulatory policies
- Understanding of Financial Services Authority policies
- Numeracy
- Analytical skills
- Innovation
- Problem-solving
- Administrative skills
- IT skills
- Organizational skills
Hobbies and Interests
- Volunteering at his daughters’ school and playgroup
- Car enthusiast
- Supporting his local football team
- Reading horror novels
- Camping and exploring new places
Personal Information
Age: 39
Timeline
Warehouse Team Leader
Rosscare
10.2023 - Current
Regional Sales Cover
Jayar Car Parts
01.2022 - 03.2023
Telesales Representative
EAG Marketing Ltd.
02.2019 - 06.2019
Telesales Representative
Universal transaction processing
01.2018 - 02.2019
Owner Manager
The Car Adoption
10.2016 - 12.2021
Sales Representative
Eurocarparts Ltd
04.2016 - 10.2016
Out of hours Call Handler
Wellbeing Lifeline
12.2015 - 04.2016
Customer care representative/ Night shift Supervisor
The Jewellery Channel
10.2013 - 05.2014
High Value Customer Lead
Talk Talk
02.2009 - 07.2012
Customer Service Agent
ICT Europe
09.2007 - 11.2008
Customer Service Manager
Lionel Browne Carsales Ltd
02.2006 - 12.2015
Supervisor
Brantano Footwear
04.2002 - 02.2007
City and Guilds Level 1 - Motor Mechanics
West Thames College Skills Centre
5 x GCSE’s - including English and Maths
Brentside High
GNVQ ICT Intermediate -
West Thames College Skills Centre
GNVQ ICT Foundation -
West Thames College Skills Centre
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