Billy Gallagher
Liverpool
Summary
I am a hard working and willing to learn new skills, I believe that I am keen, honest and a trustworthy person. I enjoy a challenge, and I also work to the best of my ability to complete tasks. I am very good at working alone using my own initiative or within a group.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
British Telecom/EE
09.2019 - Current
- During my time at my current employer, I speak to customers daily, this is usually about their bills, packages and orders placed
- Discussions would vary on each call but are mainly Billing related from what they are paying or any disputes they’d like to discuss or how we could reduce their monthly costs
- As well as Billing my other role is as an Collections advisor, this is where I would help people with any outstanding debts on their current account as would get many calls with people struggling this would allow me to have that personal conversation with the customer, discussing what they can currently afford and getting a understanding of their current situation this would then allow me to think of the best solution might that be putting them on an Instalment Plan or looking to change their package to reduce costs
- Also in Collections as working with debt its helped me to improve in having them harder and difficult conversations with the customer and finding a situation that benefited them and the business, also as being in my role for a couple of years I’ve been giving the opportunities to cover managers in the centre such as looking after teams within the centre for a long period of time, in doing this I would make sure everyone was working to an expected level and also making sure the team was hitting targets and stats and also would take charge of daily briefings and having coaching one to one with other agents and would go through call listening and go over what they would needed to improve on future calls.
Retail Assist/Supervisor
Footasylum
11.2013 - 09.2019
- I first started off as temporary Christmas staff, after my contract had finished I was kept on and then was given a full time contract
- During this time as staff I would learn how to tag and hang on delivery’s when I was needed
- I was mainly used on the tills, this allowed me to do put sales through and do refunds and exchange products for customers
- This job also allowed me to interact with the public and gave me good experience when talking to customers and handling heated situations if they ever occurred
- After two years of being staff I was then promoted to full time Supervisor during this time I have been given my own keys so I would have the responsibility to open and close the store I have also been able to learn new skill such as merchandising such as e.g new arrivals and metal work, I would now oversee delivery, and will be checking and making sure the stock is processed correctly
- This role also allows me to lead a team, and I would set everything up for the day, I also delegate staff and push them to achieve our targets
- I would also do back office work, such as Rotas, Cash Sheets and Trade Reports using Microsoft Word and Excel.
Sales Assistant
Sports Direct
11.2011 - 11.2013
- I worked at my first job for over 3 years, during this time my job mainly revolved of tagging clothes, shoes and accessories, and then putting the stock onto the shop floor
- I was never late or absent for my job, I have been trusted with many duties a many times I was trusted to run a section and too close it down to the best of my ability, I also learned how to use the till and serve shoes.
Education
Fazakerley High School
Sixth Form
Skills
- Working under pressure
- Understanding
- Friendly/Outgoing
- Tactful and Polite
- Excellent customer service skills
- Reliable
- Approachable
- Organisation skills
Timeline
Customer Service Agent
British Telecom/EE
09.2019 - Current
Retail Assist/Supervisor
Footasylum
11.2013 - 09.2019
Sales Assistant
Sports Direct
11.2011 - 11.2013
Fazakerley High School
Sixth Form