Anthony Irvine
Liverpool,Bootle
Summary
Experienced telecommunications specialist with expertise in multi-line phone operation and call centre management. Demonstrates strong troubleshooting abilities and performance analysis, coupled with effective leadership and team management skills. Committed to enhancing customer service through empathetic communication and problem-solving. Excels in fast-paced settings, ensuring operational efficiency and team cohesion. Loyal employee with a solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Control Center Supervisor
Delta Taxis
Liverpool, Merseyside
04.2014 - Current
- Perform daily tasks accurately and efficiently.
- Acquire and implement new skills to enhance daily operations.
- Exhibit friendliness and readiness to assist colleagues whenever necessary.
- Support team dynamics by fostering a respectful work environment.
- Adapted to flexible working hours, including nights and weekends.
- Arrive punctually and prepared to begin tasks immediately.
- Provide friendly, efficient customer service and manage difficult situations effectively.
- Maintain the cleanliness of work areas and equipment to uphold hygiene standards.
- First Aid Trained
Shop supervisor
B and M
Liverpool, Merseyside
01.2011 - 02.2014
- Collaborated with management to develop and implement sales strategies.
- Ensured compliance with health and safety regulations.
- Managed daily store operations to maintain efficient workflow.
- Optimised product displays and positioned top-selling items to maximise sales.
- Resolved team issues to maintain a positive work environment.
- Maintained high standards of store cleanliness and presentation.
- Supervised, trained, and reviewed 40+ staff to build strong sales teams.
- Organised staff schedules to ensure effective coverage during peak hours.
- Assisted customers to enhance satisfaction and service quality.
- Liaised between staff and senior management to communicate feedback and concerns.
- Managed cash handling and end-of-day till reconciliation.
- Delegated tasks strategically to maximise productivity and sales.
- Redesigned store layouts and adapted product ranges in line with market trends.
Shop worker
Poundland
Liverpool, Merseyside
01.2009 - 01.2011
- Served customers at tills and processed cash transactions accurately.
- Processed sales efficiently to improve customer service experience.
- Guided customers in selecting products for personalised shopping experiences.
- Provided product knowledge to assist customers in informed purchasing decisions.
- Operated till during peak hours to effectively reduce queue lengths.
- Supported visual merchandising efforts to enhance product visibility.
- Maintained neat and organised shelves to enhance store appearance.
- Stocked shelves in shop to maintain product availability.
Education
GCSEs - Maths, English, Science, I.T, History, Geography
Croxteth Comprehensive
Liverpool 09.2002 - 07.2006
Skills
- Experience in telecommunications
- Proficient in technology
- Management of multi-line phones
- Familiarity with call scripts
- Troubleshooting techniques
- Reporting on performance metrics
- Leadership and team management
- Problem-solving capabilities
- Resourceful approach to challenges
- Customer service with empathy
- Maintaining calm under pressure
- Shop floor merchandising expertise
Certification
NVQ Level 2 in a Contact Centre
First Aid Trained
Driving Licence
Affiliations
- Cooking
- Hiking
References
References available upon request.
Timeline
Control Center Supervisor
Delta Taxis
04.2014 - Current
Shop supervisor
B and M
01.2011 - 02.2014
Shop worker
Poundland
01.2009 - 01.2011
GCSEs - Maths, English, Science, I.T, History, Geography
Croxteth Comprehensive
09.2002 - 07.2006