Christopher John
Molson Coors
Aberdare,Rhondda Cynon Taf
30
years of professional experience
Accomplished Customer Experience Advisor of 20 years, with substantial experience building customer satisfaction and retention. I bring extensive call centre experience in inbound, outbound and blended environments. Adept at problem-solving and decision making under pressure, with a talent for process improvement suggestions. Highly adaptable and skilled multitasker with excellent telephone etiquette and active learning capabilities. Creative thinker dedicated to training and development to enhance team performance.
Work history
Customer experience advisor
20 Years 3 Months- Respond quickly to enquiries, delivering exceptional service and fostering customer loyalty.
- Enhanced customer satisfaction by resolving complaints efficiently.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Conducted thorough investigations into customer issues to identify root causes and develop effective solutions to resolve them efficiently.
- Provided comprehensive support to customers, increased their understanding of products and services.
- Utilised CRM systems to track customer interactions, enhancing service quality.
- Identified opportunities for upselling during conversations; boosted company revenue without compromising on service quality.
- Managed workflow to achieve quality service goals consistently.
- Liaised with customers and internal teams to address service concerns.
- Coordinated product deliveries, improving client satisfaction and streamlining logistics.
- Led training sessions for new Customer Experience Advisors; enhanced team's ability significantly.
- Created Standard Operation Procedures for tasks within role
Assistant bar manager
6 Years 11 Months- Ensured accurate cash transactions, achieving a daily till balance that matched recorded sales and facilitating weekly cash banking.
- Coordinated bar staff rota to optimise shift coverage and ensure operational efficiency.
- Maintained cleanliness of bar area to enhance customer experience and uphold hygiene standards.
- Handled cash transactions accurately, ensuring daily till balance matched recorded sales and weekly banking of cash.
- Conducted regular stock checks, avoiding shortage of essential items.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Maintained high standards of health and safety within the workplace at all times.
- Managed the line cleaning process to ensure hygiene and safety standards were maintained. and cellar management.
Bar supervisor
3 Years- Enhanced customer satisfaction by streamlining bar operations and improving service delivery.
- Scheduled shifts for staff members for efficient operation of the bar.
- Ensured a safe environment by strictly adhering to health and safety regulations.
- Replaced beer kegs promptly during busy shifts to maintain service efficiency. safely and efficiently, consistently following health and hygiene guidelines.
- Ordered supplies to maintain optimal stock levels, preventing overstocking and ensuring product availability.
- Maintained clean premises to create a welcoming atmosphere for patrons, encouraging repeat visits.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
Education
- St John the Baptist Comprehensive 1984-1990 - GCSE Grades A-C in Maths, English Language, English Literature, History, Geography, French ,German, Biology and Physical Education
- St John the Baptist Comprehensive 1990-1992 - A Levels Grade B in History and C in Geography
- University of Glamorgan, Pontypridd 1992-1995 - Studied Humanities
Skills
Salesforce software proficiency
CRM proficiency
Microsoft Excel
Office suite proficiency
Order processing
Call centre operations
Net promoter score
Complaint management
Complaint resolution
Customer-Centric mindsett
Customer relations
Excellent customer service
Problem-solving
Decision making under pressure
Process improvement suggestions
Adaptability
Skilled multitasker
Excellent Telephone etiquette
Active learning capabilities
High service standards
SAP proficiency
Adherence to high customer service standards
Creative thinking
Training and Development
Affiliations
- Member of a gaming club and meet regularly for board games, card games and wargaming.
- I enjoy listening to music , watching films and going out for meals with my family
Timeline
Customer experience advisor
Molson Coors
2006.08 - CurrentRead More
2001.04 Read More
Assistant bar manager
University Hospital Of Wales Sports & Social Club
1999.09 - 2006.08Read More
Bar supervisor
National Ice Rink of Wales
1996.08 - 1999.08Read More