Charles Hutchinson
Belfast,Antrim and Newtownabbey
Summary
Skilled professional specializing in customer service excellence and team leadership. Proficient in Microsoft Excel, Outlook, and Office Suite, with strong expertise in CRM systems and call monitoring techniques. Demonstrates exceptional problem-solving and communication skills, maintaining composure under pressure while consistently achieving targets. Experienced in team collaboration and strategy development, with notable proficiency in Adobe software, PowerPoint presentations, WordPress management, and Citrix.
Overview
16
16
years of professional experience
Work history
Customer Service Advisor
Carnival uk plc
remote
11.2023 - 06.2026
- Improved customer satisfaction by quickly answering questions and handling complaints.
- Delivered training programmes that raised day-to-day team performance.
- Strengthened client relationships through clear updates and active problem-solving.
- Resolved complex customer issues from first contact through closure.
Virtual 24/7 customer service advisor FIXED TERM
Jet2holidays
03.2023 - 10.2023
- Provided travel advice to match holiday preferences for customers daily.
- Answered customer questions about travel requirements using set policies and procedures.
- Handled high volumes of enquiries, amending bookings, updating details, and processing payments.
- Used in-house systems confidently, updating records accurately before travel dates.
- Added value to conversations while meeting individual targets and quality standards.
SALES DIRECTOR - B2B COMMUNICATIONS
B2B COMMUNICATIONS LTD
Belfast
12.2016 - 12.2021
- Managed appointment setter teams, KPIs, and weekly meeting structures.
- Tracked call rotas, diaries, and daily scheduling requirements.
- Reviewed weekly target areas, qualified new business spend, and contract changes.
- Recorded employee diary activity, logged call notes, and ran feedback sessions.
- Held weekly director meetings to brief goals, tasks, leads, and closes.
- Handled debt recovery, tracked outstanding invoices, and updated sales progress.
- Attended major business communications contract meetings and supported stakeholder discussions.
Team Leader
VODAFONE
Glasgow
10.2014 - 08.2016
- Handled inbound customer queries and complaints and supported quick resolution.
- Managed team of 20 by directing advisors and reviewing daily progress.
- Monitored outbound and inbound calls for retentions and contract retention.
- Handled insurance claims from start to finish, including complaints management.
- Managed advisors to retain customers and resolve barriers to renewal.
- Completed conversion calls to previous customers and reopened engagement channels.
- Assisted customers with right choices by explaining options clearly.
- Exceeded and achieved targets through consistent call handling.
- Maintained accurate record keeping for customer cases and call outcomes.
- Protected sensitive data when processing bank details and credit card information.
- Followed company policies and procedures during weekly operations and updates.
- Recorded weekly meetings and documented discussions for follow-up actions.
- Handled card payments and issued refunds and credits when required.
- Conducted call listening for quality feedback and coaching support.
- Used CRM systems and tracked statistics for performance monitoring.
- Dealt with collections in-house and managed overdue accounts.
- Managed non-payment and agreement plans to prevent debt escalations.
Senior Fraud Analyst & Collections Investigator
Bank of Ireland - 3D Secure
Belfast
02.2010 - 09.2014
- Produced accurate, relevant fraud MI for management reporting and oversight.
- Detected and interpreted emerging fraudulent activity patterns across accounts and transactions.
- Configured internal fraud engine to manage fraud risk within risk appetite.
- Analysed fraud tool performance to support development and ongoing maintenance.
- Devised and maintained fraud decision scorecards for accurate case decisions.
- Drove fraud and risk strategy for new services with minimal customer friction.
- Built and maintained analytical models across payment vendors' chargeback environments.
- Flagged AML/KYC red indicators on accounts for investigation and follow-up.
- Investigated large debts with banks on mortgages, fraudulent loans, and credit cards.
- Arranged repayments and prepared legal action documents, including high court writs.
Education
GCSE - Scottish Highers
Kerelaw
ScotlandSkills
- Customer service excellence
- Team leadership
- Computer literacy
- Microsoft Excel
- Microsoft Outlook
- Windows and Microsoft Office
- CRM systems expertise
- Call monitoring
- Target achievement
- Team collaboration
- Adobe software proficiency
- Presentation skills with PowerPoint
- WordPress management
- Albert software knowledge
- CRM software proficiency
- Citrix experience
- OSPF knowledge
- Team building strategies
- Communication skills
- Problem-solving abilities
- Calmness under pressure
HOBBIES AND INTEREST
reading, pets, sports
PERSONAL INFORMATION
- Installation & Maintenance
- Media & Communications
- Sales
- Technology
Affiliations
- sports
- dog walking
- reading
- travelling
References
References available upon request.
Timeline
Customer Service Advisor
Carnival uk plc
11.2023 - 06.2026
Virtual 24/7 customer service advisor FIXED TERM
Jet2holidays
03.2023 - 10.2023
SALES DIRECTOR - B2B COMMUNICATIONS
B2B COMMUNICATIONS LTD
12.2016 - 12.2021
Team Leader
VODAFONE
10.2014 - 08.2016
Senior Fraud Analyst & Collections Investigator
Bank of Ireland - 3D Secure
02.2010 - 09.2014
GCSE - Scottish Highers
Kerelaw