Christopher Doherty

• Managed large caseload of complex complaints relating to property damage and public liability claims.
• Utilised CRM systems for efficient tracking and managing of customer complaints.
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
• Developed solutions for complex cases, improving overall service quality.
• Analysed trends in complaints received, identifying potential areas of improvement in service delivery, and liaising with stakeholders to facilitate change.
• Utilised CRM systems for efficient tracking and managing of customer complaints.
• Facilitated one to one coaching to enhance complaint handling skills amongst colleagues.

I left work January 2024 in order to take up Caring duties for my parents. Changes in circumstances enabled me to resume working full time from March 2025.

• Gained valuable knowledge on web services including web hosting, domains, DNS network, emails (including indepth specialty with microsoft 365), professional web design, web security, SEO, and negotiating high value domain names.

• Generated and managed a pipeline of clients in small to medium businesses, providing technical product support with Webhosting, email and other Domain products.

• Maintained NPS and provided excellent customer service through recommending and selling add on or premium products.

• Managed teams of new inductees through onboarding and early life, coached and trained team members to increase productivity and growth.
• Delivered training in classroom environment and on one-to-one basis.
• Inbound & Outbound customer experience advisor with consistent inbound retention of over 70%, outbound conversion in excess of 10% of marketable calls and 100% NPS customer feedback
• Recognised as Role Model within Organisation and People's Champion

• Successfully generated new business via telephone sales, exceeding KPI metrics.
• Trained junior agents on customer service excellence, boosting customer satisfaction rates and retaining attrition risks.
• Achieved daily performance targets, aiding department progression towards sales goals and 100% NPS customer feedback.

• Managed inventory of over 2000 products and receiving operations to maintain optimal stock levels and meet expected demands.
• Coached sales associates in product specifications, sales incentives and selling techniques.
• Show room sales, product demonstrations and undertaking quotes and measures from plans and on site.
• Recognised as Customer Ambassador by Organisation for consistent positive customer feedback

• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Smoothened customer onboarding experience, providing superior level of customer care averaging conversion 30% of saleable opportunities.
• Used targeted questioning techniques to determine customer needs and appropriate support.