Hi, I’m
David Matthews
Lofthouse,Wakefield
Summary
I’m always on time, hardworking and honest and reliable. I like working as a team but can also work well on my own initiative. I am always of smart appearance and polite. I am now looking for a new challenge and long-term career with progression within a company. I am looking to get my foot in the door to be a junior project manager position. I am paying for all my study myself and dedicated my time to studying. I will be sitting the Prince2 Foundation Version 7 exam , and will be following up with the Prince2 Practitioner Version 7 course.
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
19
years of professional experience
5
years of post-secondary education
Work history
Jet2holidays and jet2.com
Sales Adviser and Assisted Travel
Current
Job overview
- In pre travel service role we deal with everything after the sales booking this could be adding ancillaries to the booking seats, meals, extra baggage, travel insurance, sporting equipment add any form of value to the booking
- We also take payments and make amendments which could be anything from date changes, name changes, change of hotel, room upgrades or downgrades, Transfer upgrades and downgrades
- Travel Advisor, as travel advisor this is the making of the holiday and listen to the customers needs and building a holiday package to suit the customer’s needs and really setting the scene to deliver the VIP customer service from booking the holiday and the experience up to the departure of their holidays
- Assisted Travel advise, use to be done as Special Assistance which includes assisted travel for disabled customers adapted transfers, adapted rooms, taking medical information
- Senior role duties I do for my current Team Leader, uploading KPI’s and Stats to the team of 18 people
- Coaching and mentoring new staff, covering the TL’s when short staffed and when my TL is off
- Have good knowledge of all HR and Absence procedures
- Doing team meetings for updates in the business
- Call listening and marking of calls
- Good knowledge and working of Microsoft products.
Hays Travel LTD
Worldwide Travel Consultant
10.2020
Job overview
- Managing calls and emails and generate new sales from new enquires
- And generated own business though social media mainly facebook and Instagram.
Jet2holidays and jet2.com
Pre Travel Services/Travel Advisor
04.2024 - 10.2020
Job overview
- In pre travel service role we deal with everything after the sales booking this could be adding ancillaries to the booking seats, meals, extra baggage, travel insurance, sporting equipment add any form of value to the booking
- We also take payments and make amendments which could be anything from date changes, name changes, change of hotel, room upgrades or downgrades, Transfer upgrades and downgrades
- Travel Advisor, as travel advisor this is the making of the holiday and listen to the customers needs and building a holiday package to suit the customer’s needs and really setting the scene to deliver the VIP customer service from booking the holiday and the experience up to the departure of their holidays.
Sky betting and gaming
ART Team/Bet Advisor
12.2017 - 04.2019
Job overview
- Duties consist of telephone, live chat, and emails
- Account queries consist of verification of accounts, payments, and potential gambling concerns
- Applying deposit limits and Self exclusion, profit and loss
- Bet queries can be anything in relation to any sports bets, settlements of bets and general help and support.
Capita Management
Customer Service Agent
11.2017
Job overview
- Department working and pensions and O2 contracts
- Taking inbound calls from customers ranging from general enquires to payments and complaints handling
- Outbound calls to customers regarding complaint or refunds
- Reporting to team manager working to kpi's
- Taking ownership of every call and going extra mile for customers to give them a great experience of o2 customer services
- Offering sales though service were appropriate
- Complaint handling been empathetic and understanding the problem and resolve the problem
- Turn a negative conversation into a positive.
G4s secure solutions
Area Relief Officer Static
10.2013 - 11.2017
Job overview
- Reception duties, answering calls and transferring to relevant department, responding to emails and queries, checking access cards for entry into building, logging details of all drivers and vehicles coming on site on to excel spreadsheet, filling and logging off the day’s paperwork into relevant folders.
Phoenix security
Door Supervisor
10.2011 - 10.2013
Job overview
- All aspects of a modern door supervisor
Key Security LTD
Security Operative Site/Retail/Event Steward
07.2011 - 12.2012
Job overview
- Controlling gate access, general crowd control, Conflict management, Emergency first aid at work, Spectator safety, preventing loss and crime prevention, Meeting and greeting clients and customers
Buzz Nightclub
General Bar Assistant
09.2010 - 10.2011
Job overview
- Serving drinks to order, Cash handling, Stock control, Promotional work, glass collecting
Assistant Relief Manager
01.2008 - 01.2009
Job overview
- Serving customers, Cash handling, Daily and weekly banking, Cellar work, Stock ordering, stock taking, Training and supervising staff, Opening and closing of premises, Profit and loss reporting to head office
The ship Inn
Restaurant Supervisor
06.2007 - 12.2007
Job overview
- Serving customers drinks, taking food orders, Cash handling, Cellar work, Complaint handling, Expo line / pass, Opening and closing shift patterns
The Graziers Arms
06.2006 - 06.2007
Job overview
- Serving customers, Cash handling, Stock taking, Cellar work, Stock ordering, Opening and closing of premises
Mustang sally’s and Quest nightlife
01.2006 - 06.2006
Job overview
- Serving customers, Cash handling, Cellar work, Stock control, reporting to management
Northern foods PLC
Data Processor / Accounts Receivable
08.2005 - 11.2005
Job overview
- Scanning and imputing documents on to word documents and updating current files, imputing credits and remittance numbers on to My Sap, Prepping documents ready to be scanned, checking all documents are on system before filling paper copy’s, Programs used, express email, My Sap, Word, excel, PowerPoint
Education
Outwood Grange academyWakefield
GCSE
09.1999 - 09.2004
Prince2 Foundation Version 7
Prince2 Practitioner Version 7, in progress
Skills
- Customer service
- Customer service experience
- Returns and refunds
- Cash management
- Upselling techniques
- Product presentations
- Customer complaint management
- Active selling
- Payment processing
- Business development
- Sales calls
- Product training
- Dispute resolution
- Client retention strategies
Affiliations
- motorbikes
- snooker and pool
Timeline
Pre Travel Services/Travel Advisor
Jet2holidays and jet2.com
04.2024 - 10.2020
Worldwide Travel Consultant
Hays Travel LTD
10.2020
ART Team/Bet Advisor
Sky betting and gaming
12.2017 - 04.2019
Area Relief Officer Static
G4s secure solutions
10.2013 - 11.2017
Door Supervisor
Phoenix security
10.2011 - 10.2013
Security Operative Site/Retail/Event Steward
Key Security LTD
07.2011 - 12.2012
General Bar Assistant
Buzz Nightclub
09.2010 - 10.2011
Assistant Relief Manager
01.2008 - 01.2009
Restaurant Supervisor
The ship Inn
06.2007 - 12.2007
The Graziers Arms
06.2006 - 06.2007
Mustang sally’s and Quest nightlife
01.2006 - 06.2006
Data Processor / Accounts Receivable
Northern foods PLC
08.2005 - 11.2005
Outwood Grange academy
GCSE
09.1999 - 09.2004
Sales Adviser and Assisted Travel
Jet2holidays and jet2.com
Current
Customer Service Agent
Capita Management
11.2017
Prince2 Foundation Version 7
Prince2 Practitioner Version 7, in progress
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