Benjamin Mcgowran
Birmingham,United Kingdom
Summary
Detail-oriented professional with expertise in customer service, client support, and conflict resolution, adept at resolving issues in high-pressure situations while ensuring SLA compliance. Proficient in CRM systems such as Salesforce and skilled in data analysis using tools like Excel and AS400, with a strong focus on accuracy and attention to detail. Experienced in training and supporting new team members, fostering a collaborative environment to enhance team performance.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work history
Customer service advisor
British Car Auctions
Birmingham, West Midlands
2024.10 - Current
- Achieved improved customer satisfaction through effective management of queries and complaints.
- Delivered swift issue resolution by efficiently handling high call volumes.
- Resolved complex customer issues to enhance client loyalty and satisfaction.
- Boosted team morale and productivity through regular staff meetings.
- Cultivated rapport with clients by addressing concerns with empathy.
- Gained advanced working knowledge of work systems, demonstrating strong technical adaptability.
- Optimised customer experience by collaborating strategically with logistic coordinators and planners to mitigate unexpected challenges.
Barista
Blue Diamond
Birmingham, West Midlands
2021.05 - 2024.10
- Enhanced service efficiency by providing prompt and friendly customer interactions during peak times.
- Successfully managed drink orders by prioritising requests amidst frequent interruptions.
- Utilised efficient preparation techniques and high-quality ingredients to serve café beverages daily, maintaining consistency in taste and presentation.
- Cultivated a cohesive team environment by mentoring and training new staff members.
- Ensured financial accuracy through diligent cash handling practices.
- Prevented stock shortages during peak hours through proactive inventory management.
- Boosted customer engagement and brand awareness through effective social media marketing strategies.
Education
GCSE - Maths, English Language, English Literature, Geography, History, Double Science, Citizenship, Performing arts
Park Hall Academy
Birmingham 2015.09 - 2020.06
A-Levels - Media Studies, Performing Arts (Acting, Singing and Dance), Criminology
Park Hall Academy Sixth Form
BirminghamSkills
- Resolving issues professionally in high-pressure situations
- Supporting and training of new team members
- Customer service and client support
- Conflict resolution and complaint handling
- CRM systems (Salesforce)
- Data analyst (Excel, AS400)
- Attention to detail and data accuracy
- SLA management and compliance
Affiliations
- Fitness and wellbeing - Committed to maintaining structure, consistency and a healthy work-life balance through regular exercise.
- Travel - Passionate about exploring new places and experiencing new cultures. Has built adaptability and global awareness.
Timeline
Customer service advisor
British Car Auctions
2024.10 - Current
Barista
Blue Diamond
2021.05 - 2024.10
GCSE - Maths, English Language, English Literature, Geography, History, Double Science, Citizenship, Performing arts
Park Hall Academy
2015.09 - 2020.06
A-Levels - Media Studies, Performing Arts (Acting, Singing and Dance), Criminology
Park Hall Academy Sixth Form