Colin Sutherland
East Kilbride,South Lanarkshire
Summary
Hard-working Customer Resolution Agent with excellent organisational skills, strong background in problem solving, team collaboration, and relationship building. Demonstrates expertise in conflict resolution and customer service software proficiency who is highly adaptable to new technologies with effective communication skills and a proven track record of resolving complex issues and enhancing customer satisfaction. Skilled in identifying root causes, streamlining processes, and ensuring seamless communication to deliver prompt solutions and committed to fostering positive customer relationships, driving continuous improvement and achieving company goals through exceptional planning and prioritisation.
Overview
10
10
years of professional experience
27
27
years of post-secondary education
Work history
Customer Resolution Agent
British Gas Services
Glasgow, Glasgow City
10.2023 - Current
- Implemented feedback from customers, improved service quality.
- Managed a high volume of calls to ensure customer needs were met effectively.
- Ensured return of dissatisfied customers by offering tailored solutions that meet their specific needs.
- Demonstrated exceptional communication skills in dealing with diverse clientele.
- Worked collaboratively with other teams within the organisation; enhanced information sharing and problem-solving capabilities.
- Resolved customer complaints by understanding their issues and providing appropriate solutions.
- Handled challenging situations calmly which resulted in positive outcomes for both the business and the client.
- Trained new staff members in company protocols and conflict resolution techniques to improve service delivery.
Retail Sales Associate
Sterling Home
Glasgow, Glasgow City
06.2021 - 10.2023
- Boosted store reputation with excellent customer service skills.
- Supported marketing initiatives by setting up promotional displays.
- Collaborated with team members for efficient store operations.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Engaged clients by building authentic, long-term relationships, from welcoming to after-sales assistance.
- Enhanced customer experience through all communication channels through professionalism and product knowledge.
- Exhibited awareness of loss prevention guidelines and complied with inventory control measures.
- Minimised opportunities for theft through attentive, proactive customer service.
Sales Manager
The Range
Glasgow, Glasgow City
11.2019 - 06.2021
- Implemented training programmes, improving team performance levels.
- Conducted detailed market analysis to identify new opportunities.
- Drove revenue growth by identifying and capitalising on emerging market trends.
- Developed robust client relationships for improved business growth.
- Boosted gross margin percentages by initiating cost-saving measures.
- Forged strategic partnerships with stakeholders for profitable outcomes.
- Guided team members on best practices in upselling and cross-selling techniques, leading to enhanced customer value proposition.
- Oversaw planning and execution of targeted sales and marketing strategies.
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
Sales Associate
O2
Aberdeen, Aberdeen City
04.2015 - 11.2019
- Conducted market research identifying emerging consumer trends.
- Stayed abreast with latest industry trends to provide accurate advice to customers.
- Prepared daily sales reports for managerial review and feedback.
- Demonstrated products effectively, resulting in increased interest and sales.
- Identified potential upsell opportunities, enhancing overall profit margins.
- Adhered strictly to company policies and procedures ensuring compliance at all times.
- Resolved customer complaints promptly, improving customer retention rates.
- Collaborated with team members to achieve monthly targets.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
Education
GCSEs - Maths
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - English
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - History
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - Chemistry
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - German
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - Physics
Golspie High School
Golspie, Highland 08.2006 - 06.2010
GCSEs - Art
Golspie High School
Golspie, Highland 08.2006 - 06.2010
Skills
- Problem solving
- Team collaboration
- Relationship building
- Conflict resolution
- Customer service software proficiency
- Adaptability in technology
- Effective communication
- Technology proficiency
Affiliations
- Gym
- Hiking
- Chess
- Cooking
Accomplishments
Consistently exceeds company targets for customer service and satisfaction
References
References available upon request.
Timeline
Customer Resolution Agent
British Gas Services
10.2023 - Current
Retail Sales Associate
Sterling Home
06.2021 - 10.2023
Sales Manager
The Range
11.2019 - 06.2021
Sales Associate
O2
04.2015 - 11.2019
GCSEs - Maths
Golspie High School
08.2006 - 06.2010
GCSEs - English
Golspie High School
08.2006 - 06.2010
GCSEs - History
Golspie High School
08.2006 - 06.2010
GCSEs - Chemistry
Golspie High School
08.2006 - 06.2010
GCSEs - German
Golspie High School
08.2006 - 06.2010
GCSEs - Physics
Golspie High School
08.2006 - 06.2010
GCSEs - Art
Golspie High School
08.2006 - 06.2010
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