Brian Swann
Summary
Quality-driven Customer Service Coordinator dedicated to solving customer problems efficiently to maintain satisfaction. Trained in operational guidelines and standard practices of companies. Industrious and responsible leader with solid background of accomplishment.
Overview
11
11
years of professional experience
Work History
Customer Service Coordinator
Teleperformance
Bangor
02.2018 - Current
- I provided troubleshooting assistance via incoming calls, resolving technical issues for diverse customer needs.
- Spearheaded Sainsbury's online groceries campaign, aiding housebound customers with limited internet access in placing orders via phone for next-day delivery, rebooking cancelled deliveries, and facilitating refunds or shop voucher requests.
- I managed the administration of Construction Skills Certification Scheme (CSCS) cards, guiding workers across various UK building sites on test and course recommendations, alongside general CSCS card administration, ensuring compliance even during the transition from CITB to independent status in December 2019.
- I played a pivotal role in the Foreign Commonwealth Office campaign during the Covid-19 lockdown, coordinating emergency repatriation flights for British Nationals stranded overseas and liaising with the British Embassy to provide further assistance.
- Transitioned to the NHS Covid-19 Booking Service, efficiently scheduling Covid-19 PCR tests for customers at their nearest testing centers, and facilitating arrangements for home testing kits for housebound individuals. Collaborated with regional translators to ensure seamless bookings for non-English-speaking customers.
- I assumed additional administrative responsibilities upon returning to the CSCS campaign, addressing customer queries through webchat and managing document verification utilizing the Microsoft Office suite (Excel, Word).
Intern
Big Telly Theatre Company
Portstewart
05.2013 - 11.2013
- I assisted in managing social media platforms, devised and executed promotional strategies, enhancing brand visibility and engagement.
- I contributed to community initiatives and youth art exhibitions, promoting artistic involvement and cultural enrichment.
- Played a key role in producing and editing video promotional materials for social media channels, enhancing the company's online presence and audience reach.
- I organized and maintained contact databases, ensuring compliance with Data Protection Act regulations, safeguarding sensitive information, and maintaining privacy standards.
Education
Bachelor of Arts - Drama (2:2)
Queen's University
BelfastHigher National Diploma - Performing Arts (Distinction, Merit, Merit)
Belfast Metropolitan College
BelfastNational Diploma - Performing Arts (Triple Distinction)
Northern Regional College
BallymoneyGCSE - English, R.E, Drama (C)
North Coast Integrated College
ColeraineEssential Skills - Numeracy - Level 2 (Pass)
Elle Enterprises
ColeraineSkills
- Customer service and support
- Troubleshooting technical issues
- Administration and document management
- Microsoft Office Suite (Excel, Word and Outlook)
- Communication and interpersonal skills
- Social media management
- Video recording and editing (Final Cut Pro)
- Fundraising and event planning
- Databases organization and data protection compliance
VOLUNTEER EXPERIENCE
Personal Care Worker Self-Employed - 11/2013 - 07/2016 - Coleraine, Northern Ireland
Provided compassionate care for an ill family member, enabling them to live independently by assisting with cleaning, shopping, finances, and managed prescription collections.
Facilitated communication with medical staff, social workers, and care assistants, effectively managing appointments and patient care. I kept family members informed and comforted.
Production Assistant - Green Room Productions - 06/2011 - 07/2011 - Belfast, Northern Ireland
Assisted the theatre director in orchestrating seamless collaboration among artists, designers, production teams, and external associates, ensuring the successful execution of projects.
Collaborated with advertisers to implement marketing and promotional campaigns, utilizing QR Codes to seamlessly connect customers to the theatre booking website, enhancing audience engagement and ticket sales.
Fundraising Officer - Queen's University Players - 10/2010 - 05/2011 - Belfast, Northern Ireland
Organized and oversaw three successful fundraisers, generating substantial financial support for the society's initiatives and projects.
Introduced creative fundraising concepts and played a key role in drafting the job description for future fundraising officers, ensuring the continuity of effective fundraising strategies within the organization.
Student Placement - Bruiser Theatre Company - 09/2010 -10/2010 - Belfast, Northern Ireland
Fostered a conducive and supportive atmosphere for the cast and technical crew during rehearsals and productions, enhancing overall team morale and productivity.
Played a crucial role in procuring necessary props for the production and meticulously maintained a working log to track character development and production progress, ensuring seamless coordination and execution.
Received hands-on experience in theater administration, including assisting with fundraising applications, providing valuable insight into the operational aspects of a theater company.
Team Leader - Dublin Christian Mission - 08/2010 - 08/2010, Rathdrum, Ireland
Inspired and guided the team to attain high-performance standards, effectively addressing obstacles and fostering a culture of resilience and teamwork.
Spearheaded the introduction of innovative initiatives aimed at cultivating a supportive and positive work environment, enhancing team cohesion and morale.
Box Office Assistant - Queen's Film Theatre - 12/2009 - 04/2010 - Belfast, Northern Ireland
Managed latecomers efficiently and accurately handled nightly takings, securely depositing funds to the theater's office, and meticulously maintaining daily balance sheets, ensuring financial integrity and accountability.
Delivered outstanding customer service in a fast-paced ticket-selling environment, ensuring patrons received prompt assistance and a positive experience.
Affiliations
- Performing Arts
- Working in the Community Sector
- Collecting PopCulture Merchandise
- Learning to Speak the Swedish Language
- Writing Poetry and Song Lyrics
References
References available upon request.
Timeline
Customer Service Coordinator
Teleperformance
02.2018 - Current
Intern
Big Telly Theatre Company
05.2013 - 11.2013
Bachelor of Arts - Drama (2:2)
Queen's University
Higher National Diploma - Performing Arts (Distinction, Merit, Merit)
Belfast Metropolitan College
National Diploma - Performing Arts (Triple Distinction)
Northern Regional College
GCSE - English, R.E, Drama (C)
North Coast Integrated College
Essential Skills - Numeracy - Level 2 (Pass)
Elle Enterprises
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