Hi, I’m
David Russell
Contractor
40 Cardross Road ,West Lothian
Summary
Highly ambitious, customer-focused and technology savvy person aiming to secure an exciting and challenging role in IT either as part of Technical Support or as a Trainee Service Desk Analyst.
Looking to make the transition into the IT industry after holding roles in busy call centre operations with RBS, Sainsbury's and Trainline.
Excellent candidate for opportunities who brings strong technical knowledge having worked for Sky as an UAT Analyst.
Motivated, solution driven and diligent worker eager to learn from professionals, absorb knowledge and develop a rewarding future in the IT sector.
Willing to make sacrifices and undergo training to meet employer requirements. Open to ideas on roles.
-Working towards a Foundation in Business Analysis and Foundation in Prince2 (Online Training Courses)
-Able to use strong problem solving and responsive listening skills in a reactive and responsible manner
-Highly effective communicator and team player who strives to approach situations with understanding/tact Well-versed in call centre operations, customer service procedures & meeting key performance indicators
-Knowledge of test case scenarios, data integrity, release planning and all stages of the IT testing lifecycle
-Foundation level knowledge of troubleshooting, fault finding and repair, installations and PC diagnostics
Overview
21
years of professional experience
Work history
Santander on behalf of Huntswood agencyRemote/home based
Finanancial Care Specialist
02.2023 - 06.2023
Job overview
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
Huntswood agency working for Sainsburys BankEdinburgh
Customer Service Advisor
03.2022 - 01.2023
Job overview
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered detailed advice on product and service benefits.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
J P Morgan Chase Edinburgh
Customer Service Account Specialist
07.2022 - 12.2022
Job overview
- Followed up on unresolved customer issues to research and correct problems.
- Recorded and processed customer data accurately.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
- Shared customer feedback and suggested improvements to enhance team performance.
- Investigated customer queries and responded within defined SLAs.
- Offered prompt solutions to maintain customer satisfaction.
Tsys Services working for Virgin MoneyLivingston , West lothian
Customer Service Advisor
01.2022 - 03.2022
Job overview
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered detailed advice on product and service benefits.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
Ons (Office of National Statistics)
IT Help Desk Agent
02.2021 - 05.2022
Job overview
- Maintained excellent team relationships by helping individuals with complex customer issues, complaints, computer malfunctions and questions.
- Maintained excellent team relationships by helping colleagues with complex customer issues, complaints, computer malfunctions and questions.
- Efficiently performed troubleshooting through diagnostic techniques and pertinent questions.
AmazonEdinburgh
Delivery Courier
10.2020 - 12.2020
Job overview
- Continuously met delivery schedules for 100 houses by planning most efficient routes.
- Used safe driving practices and followed highway laws at all times while driving company vehicles.
- Maintained excellent customer satisfaction by delivering mail on time and providing service with a smile.
TRAINLINE
Customer Service Advisor
09.2018 - 10.2020
Job overview
- Responsible for supporting a team of colleagues on the floor with refund verification and authorisation Updating systems and logging recorded mail for all office staff to assist them with any customer queries Tasked with ensuring any letters from customer's threatening legal action are passed to the relation team KEY ACHIEVEMENTS: Underwent and passed company training on the policies for sorting and opening recorded first class mail Completed coaching on Trainline customer service management systems, reporting and IT databases.
Education
N/a
Foundation in Business Analysis Recently Started A Prince2 Online Training Course (Foundation)
Skills
- Customer Service Driven
- Organised and Efficient
- Polite & Very Professional
- Identifying/Resolving Issues
- Following IT Procedures
- Excellent Multi-Tasker
- Updating Client Records
- Administration/Paperwork
- Answering Incoming Calls
- Time/Task Management
- Strong Phone Etiquette
- High Trust and Integrity
- Business Analysis, Workflow
- Call centre
- Coaching
- Credit
- Client
- Customer Service
- Databases
- Due diligence
- Help desk
- Legal
- Letters
- Listening
- Managing
- Office
- Policies
- Pricing
- Prince2
- Progress
- Protocols
- Quality
- Reading
- Reporting
- Scripts
- Phone Etiquette
- Phone
- Troubleshooting
- Web applications
Availability
See my work availability
Not available
Available
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Finanancial Care Specialist
Santander on behalf of Huntswood agency
02.2023 - 06.2023
Customer Service Account Specialist
J P Morgan Chase
07.2022 - 12.2022
Customer Service Advisor
Huntswood agency working for Sainsburys Bank
03.2022 - 01.2023
Customer Service Advisor
Tsys Services working for Virgin Money
01.2022 - 03.2022
IT Help Desk Agent
Ons (Office of National Statistics)
02.2021 - 05.2022
Delivery Courier
Amazon
10.2020 - 12.2020
Customer Service Advisor
TRAINLINE
09.2018 - 10.2020
N/a
Foundation in Business Analysis Recently Started A Prince2 Online Training Course (Foundation)
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