Connor Sellers
Leeds
Summary
Seasoned professional with focus on resolving customer complaints and improving satisfaction. Excellent at identifying root causes, implementing effective solutions, and enhancing customer experience. With an extensive background in complaint management, a deep understanding of customer expectations, effective conflict resolution techniques, and a commitment to delivering excellent service. Adept at maintaining calm under pressure and building positive client relationships.
Confident communicator with proactive attitude and talent for resolving conflicts and maintaining customer satisfaction. Proficient in active listening and problem-solving, ensuring seamless and empathetic interactions. Looking to develop further within the Customer Contact Centre or Complaints environment and utilise my skills to the fullest.
Overview
13
13
years of professional experience
Work History
Complaints Specialist
Waystone Group
Leeds, Yorkshire
06.2017 - Current
- Investigate and resolve customer complaints: Thoroughly review customer concerns to identify underlying issues. Conduct thorough investigations to establish root cause ensuring correct resolutions. 100% of complaints resolved with 0% of complaints exceeding regulatory timescale.
- Collaborate with internal departments: Work closely with cross-functional teams, including customer service, quality assurance and operations teams to gain information, implement corrective actions whilst enhancing customer experience.
- Communicate effectively with customers: Maintain clear, empathetic, and professional communication throughout resolution process, ensuring customers feel heard, valued and kept informed at all times.
- Promote a customer-first approach: Advocate for a customer-centric mindset across the organisation. Work to continuously improve the customer experience and build long-term relationships which enables customers to know they will receive the best level of service possible.
- Document and track complaint resolutions: Maintain accurate and up-to-date records of all customer interactions, resolutions, and feedback, ensuring compliance with company policies and regulatory requirements.
- Analyse root causes: Identify trends and recurring issues in customer complaints, through conducting detailed analysis I have been able to improve approximately 25 processes and the improve are evidenced in further analysis of complaints received.
- Process Optimization: Proactively identified and enhanced approximately 25 processes across the business. I collaborated closely with operational teams, senior management, and customers to address root causes of recurring complaints, driving efficiency and delivering measurable improvements across the business.
- Process Creation: Personally re wrote all procedures from a paper manual into a digital format on Microsoft OneNote which drastically reduced AHT by 45% and improved the Customer Satisfaction Score by 25%. Incredibly positive feedback received from senior management for my proactiveness and reducing call metrics and frontline staff by enabling them to search for information quicker and providing process guidance in more detailed yet understandable manner.
- Monitor complaint handling performance: Regularly assess and report on complaint handling metrics, identifying opportunities to enhance efficiency and customer satisfaction.
- Training: Led training initiatives to upskill agents across multiple channels. Improving abandonment rate by 25% in one quarter and reducing complaints received regarding time waiting for call to be answered by 80%.
Customer Service Representative
Leeds City Council
Leeds, Yorkshire
01.2017 - 06.2017
- Managed over 30 inbound calls daily focusing on quick resolution of customer issues.
- Handled over 60 email and social media enquiries with consistent customer service across multiple channels.
- Assisted customers in making informed decisions by providing detailed product information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Adhered strictly to policies and procedures for continued company compliance.
Customer Service Representative
O2 Telefonica
Leeds, Yorkshire
06.2016 - 01.2017
- Managed over 50 inbound calls daily
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Collaborated with sales team to maximise product visibility and sales.
- Offered technical support, leading to enhanced user experience.
- Assisted customers in making informed decisions by providing detailed product information.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
Customer Solutions Officer
HSBC UK
Leeds, Yorkshire
11.2011 - 11.2016
- Improved client satisfaction by promptly addressing and resolving complaints.
- Managed difficult situations calmly, ensuring customer satisfaction. Resolved complex issues speedily, enhancing customer trust in the brand.
- Implemented new strategies to improve overall customer experience.
- Maintained updated knowledge of company products, contributing to better service delivery.
- Fostered positive relationships with customers through effective communication skills.
- Trained new staff on company policies and service standards.
- Liaised with various departments for smooth service delivery.
- Ensured high-quality service by regularly reviewing customer feedback.
- Coordinated cross-functional teams to ensure excellent customer service.
- Worked closely with colleagues for efficient problem resolution.
Education
Certificate of Higher Education - Financial Services
Investment Operations Certificate
Leeds 06.2018 -
GCSEs - High School Learning
Farnley Park High Maths and Computing College
Leeds 08.2003 - 07.2008
A-Levels -
Notre Dame Sixth Form College
Leeds 09.2008 - 05.2010
Skills
- Problem Solving
- Detail Oriented
- Regulatory Compliance
- Complaint Handling
- Customer Service and Empathetic Communication
- MI and Data Analysis
- Producing monthly data packs
- Efficiency in systems
- Experience of using CRM's
- Presentation
- Technical product knowledge
- Email etiquette
- Call handling expertise
- Professionalism
- Highly skilled in using Microsoft Office
- Ability to learn new systems and processes
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Certificate of Higher Education - Financial Services
Investment Operations Certificate
06.2018 -
Complaints Specialist
Waystone Group
06.2017 - Current
Customer Service Representative
Leeds City Council
01.2017 - 06.2017
Customer Service Representative
O2 Telefonica
06.2016 - 01.2017
Customer Solutions Officer
HSBC UK
11.2011 - 11.2016
A-Levels -
Notre Dame Sixth Form College
09.2008 - 05.2010
GCSEs - High School Learning
Farnley Park High Maths and Computing College
08.2003 - 07.2008
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