Mark Squires
Thornaby, Stockton-on-Tees
Summary
Experienced Payment Support Guide with a strong background in customer service and problem-solving. Currently working in a support role, I excel in addressing customer queries and providing exceptional assistance. I am eager to join the Life Events Team at EE's Darlington Contact Centre, where I can leverage my skills to help customers with a variety of inquiries, from simple billing questions to more complex issues. The comprehensive support and benefits offered by EE, including career development opportunities and a supportive team culture, make this role an exciting next step in my career.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work history
Payment Support Guide
EE
10.2017 - Current
- Customer Assistance: Provided comprehensive support to customers regarding payment issues, enhancing problem-solving skills applicable to handling complaints.
- Issue Resolution: Identified and resolved payment discrepancies, demonstrating the ability to manage and resolve customer complaints effectively.
- Clear Communication: Maintained clear and empathetic communication with customers, crucial for understanding and addressing complaints.
- Technical Knowledge: Utilised technical knowledge to troubleshoot and resolve payment-related enquiries, directly relevant to resolving technical complaints.
- Documentation and Follow-Up: Kept meticulous records of customer interactions and follow-ups, ensuring thorough and documented complaint resolution
Account Manager
EE
09.2023 - 03.2024
- Customer Relationship Management: Built strong client relationships and fostered long-term partnerships, essential for handling complaints effectively.
- Communication and Problem-Solving: Developed clear communication and troubleshooting skills, crucial for understanding and resolving complaints.
- Conflict Resolution: Managed conflicts and negotiated solutions, directly applicable to resolving customer complaints.
- Time Management and Documentation: Balanced multiple tasks efficiently while keeping detailed records of interactions for follow-up and resolution.
Bar manager
Nighthawk Ltd
Stoctkon-on-Tees, Stockton-on-Tees
01.2022 - Current
- Developed and executed strategic initiatives, resulting in a 24% year-on-year increase in revenues, attributed to targeted promotions and events.
- Implemented effective sales strategies, driving sustained revenue growth and enhanced profitability.
- Fostered positive customer relationships through personalised service and innovative engagement tactics, leading to improved satisfaction and retention rates
- Demonstrated strong leadership skills, fostering a culture of operational excellence and driving efficiency improvements across teams.
Education
Accounting & Finance
Durham University
A-Levels - Mathematics
Macmillan Academy
Middlesbrough 09.2008 - 06.2010
A-Levels - Psychology
Macmillan Academy
Middlesbrough 09.2008 - 06.2010
Skills
- Planning and organisation: Demonstrated ability to plan and execute projects, events, and promotions effectively, ensuring timely delivery and alignment with business objectives
- Stakeholder management: Proven track record of collaborating with cross-functional teams, managing client relationships, and effectively communicating with stakeholders at various levels
- Communication and Problem-Solving: Clear communication and troubleshooting skills essential for resolving complaints
- Assertive yet personable communication: Strong communication skills honed through customer interactions, team leadership, and negotiation scenarios, exhibiting confidence, clarity, and empathy
- Empathy and Resilience: Handling difficult conversations with care and understanding
- Delivery of results: Consistently achieved measurable results, such as revenue growth, customer satisfaction, and NPS scores, through strategic planning, effective execution, and continuous improvement initiatives
- Collaboration and teamwork: Demonstrated ability to work collaboratively with diverse teams, fostering a culture of collaboration, sharing knowledge, and achieving collective goals
References
References are available upon request
Timeline
Account Manager
EE
09.2023 - 03.2024
Bar manager
Nighthawk Ltd
01.2022 - Current
Payment Support Guide
EE
10.2017 - Current
A-Levels - Mathematics
Macmillan Academy
09.2008 - 06.2010
A-Levels - Psychology
Macmillan Academy
09.2008 - 06.2010
Accounting & Finance
Durham University
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