Chris Jermyn
Wallsend,Country
Summary
Dedicated professional with over twenty years experience in customer service, maintenance, service level agreement understanding, and telephony etiquette. Proficient in typing and knowledgeable in GDPR regulations, ensuring compliance and efficiency. Demonstrates strong troubleshooting capabilities, performance metrics understanding, and call routing procedures. Adept at multitasking and committed to delivering exceptional service while pursuing continuous career growth.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work history
Call Centre Operative
Foundever
Newcastle, Tyne & Wear
2022.05 - 2026.07
- Worked on their campaign for OVO Energy by helping customers with enquiries regarding their gas or electricity accounts, especially in regards to payment allocations, refunds allocations, billing enquiries, addressing possible issues with their meters, booking appointments to have engineers fix their meters, also helped customers who were on Pay As You Go by assisting with their top-ups or even arranging it so they could lend emergency credit. The role ended because redundancies were announced.
- Built rapport with customers, fostered loyalty towards the brand and company.
- Assimilated product knowledge quickly, provided accurate information to customers.
- Adhered strictly to data protection laws whilst handling customer details and transactions.
Call-Centre Operative
Echo-U
Newcastle, Tyne And Wear
2020.12 - 2022.05
- This was part of their campaign with JD Sports and other companies under their umbrella. I was helping customers by phone and by email to confirm the status of any recent orders they had made. Duties included issuing refunds if requested after an order went missing and also even replaced whole orders in some cases, also liaised with store branches to see if there was anything they could do in the event an order went to a store instead. This was done both over the phone and via email as well. The role ended as redundancies were announced.
- Enhanced customer satisfaction by resolving complaints and queries promptly.
- Streamlined call centre processes for improved efficiency.
- Bolstered company reputation with excellent communication skills.
Call-Centre Operative
EE
Wallsend, Tyne And Wear
2008.07 - 2020.12
- The job was helping customers with the EE mobile phone accounts as well as any other devices they may have had. Queries were around the cost of bills, troubleshooting faulty devices, taking bill payments, reporting insurance claims for lost/broken devices, answering queries about the cost of using devices abroad, discussing signal outages in the area. My tenure at EE came to an end when I decided to seek a new challenge elsewhere.
- Adhered strictly to data protection laws whilst handling customer details and transactions.
- Demonstrated resilience under pressure, kept calm and composed during peak hours.
- Performed troubleshooting steps over the phone for technical issues faced by customers.
- Improved operational flow by suggesting process improvements based on experiences and observations.
- Assimilated product knowledge quickly, provided accurate information to customers.
Education
IT
North Tyneside College
Wallsend, North Tyneside 1995.09 - 1997.06
GCSEs -
Willington Community High School
Wallsend, North Tyneside 1992.09 - 1995.06
Skills
- Customer record maintenance
- Service level agreement understanding
- Telephony etiquette
- Microsoft office suite proficiency
- Performance metrics understanding
- Call routing procedures
- Troubleshooting capabilities
- Knowledge of gdpr regulations
- Multitasking efficiency
Affiliations
- Gym
- Music
- Video Games
- Reading
- Movies
- Warhammer 40K
Timeline
Call Centre Operative
Foundever
2022.05 - 2026.07
Call-Centre Operative
Echo-U
2020.12 - 2022.05
Call-Centre Operative
EE
2008.07 - 2020.12
IT
North Tyneside College
1995.09 - 1997.06
GCSEs -
Willington Community High School
1992.09 - 1995.06