Denis Nicol
London
Summary
An experienced customer service advisor with over 15 years of experience working within the customer service field. An energetic, ambitious, individual who has developed a mature and responsible approach to tasks. Possess excellent communication and customer care skills. Enjoys the challenges of working with a variety of customers. Thrives on the challenges that this brings. An active listener who takes and addresses customer queries and inquiries for a desirable outcome. An active team player who also works well alone. Confident and able to take initiative. Possess effective computer skills. Works with the company's procedures, requirements and guidelines.
Overview
16
16
years of professional experience
Work history
Collections/Customer Service Advisor
Utility Warehouse
02.2017 - 12.2024
- Selling smart meters to existing customers to allow them to monitor and improve their energy usage on a day to day basis
- Setting up affordable payment arrangements for customers experiencing financial difficulties
- Signposting customers to 3rd party organisations for further help and support, and possible financial assistance
- Regular recognition for hitting KPI’s
- Answering phone in a timely manner while adhering to notes time limits
- Onboarding new customers
- Achieving the required 90% compliance monthly
- Participating in weekly meetings and presenting ideas to improve the department practices
- Resolving complex customer complaints
Variation Officer
Tabcorp UK
01.2016 - 01.2017
- Verifying and assessing potential customers documents in order to register for a Sun Bets online gaming account
- Dealing with customers queries and requests via email, and live chat service in a professional manner
- Working closely with fraud, and customer security department on a daily basis
- Running manual ID3 checks using the GBG system (World leaders in identity data intelligence)
- Escalating incidents to management which I felt could potentially lead to fraud
- Undertaking numerous training which consist of ISO27001security standard, information security, acceptable data and communication policy
Administrative Assistant
Chestnut Community Centre
05.2015 - 01.2016
- Responsible for the daily duties of an office admin assistant such as filing, typing, copying, binding, scanning, monitoring stationery levels, and ordering office supplies
- Writing letters and emails on behalf of other office staffs, handling sensitive information in a confidential manner, Receiving, sorting, distributing all mail and dealing with all telephone enquiries
- Photocopying and printing out documents for other members of staff
Business Support Advisor
Hinduja Global Solutions
08.2012 - 05.2015
- Taking inbound calls from businesses/clients regarding business start-ups, business regulations, and support
- Dealing with overseas clients and writing response letters professionally
- Supervised a team of 17 in the absence of the manager
- Monitoring individual and team performance, listening to the teams call quality, making sure my work colleagues are following company procedures and requirements
Customer Service Representative
Hinduja Global Solutions (LOCOG)
07.2012 - 08.2012
- Company Overview: The London Organising Committee of the Olympics Paralympics Games
- Responding to the general public and their enquiries, giving accurate direction and transport facilities to the public for specific events of their choice
- Handling inbound calls and email enquiries
- Providing information on how to get to games and venues that provide mobility services to members of the public with a disability
- In regular contact with Games Makers using a CRM system to update and maintain their applications
- Scheduling volunteers training programmes and uniform for the Olympics and Paralympics Games
- The London Organising Committee of the Olympics Paralympics Games
Customer Service Advisor
Hinduja Global Solutions (Sky Television)
07.2011 - 07.2012
- Making outbound calls to existing customers, informing customers of all latest product and services
- Identifying and understanding a customer needs by using the right questioning techniques
- Update and maintain customers data, complying with the data protection act at all times
- Communicate promptly any information to customers about their orders
- Resolving general account enquiries, i.e
- Billing, orders, services, faults and disconnections
- Handling difficult and aggressive customers in a professional manner
- Escalating serious issues to senior managers
Customer Service Representative
Data Cab Ltd
03.2009 - 07.2011
- Booking taxis for the public and all business industries, and clientele’s
- Effectively maintaining accurate information on customers booking progress
- Assessing and resolving customers complaint via phone or email
- Responsible for the security of customers personal details, following correct procedures regarding data protection
- Providing the right service and information to internal and external customers
Education
Diploma - Business Management Entrepreneurship, Level 3, Media and Computer Studies, Level 1, Business Finance and Management
Chartered Institute in Marketing
Skills
- Customer service
- Clear communication
- Listening skills
- Questioning techniques
- Call control techniques
- Telephone manner
- Calmness under pressure
- Knowledge acquisition
- Document interpretation
- Time management
- Attention to detail
- Cultural sensitivity
- Quality standards
- Literacy skills
- Numeracy skills
- Interpersonal skills
- Microsoft Word
- Microsoft Excel
- CRM
- Oracle
- Outlook
- Web Chat
- Health and safety regulations
Hobbies
- Culture: Cinema, Literature, art and music
- Social Media
- Playing Football
- Keeping fit
- Travelling
- Reading
Timeline
Collections/Customer Service Advisor
Utility Warehouse
02.2017 - 12.2024
Variation Officer
Tabcorp UK
01.2016 - 01.2017
Administrative Assistant
Chestnut Community Centre
05.2015 - 01.2016
Business Support Advisor
Hinduja Global Solutions
08.2012 - 05.2015
Customer Service Representative
Hinduja Global Solutions (LOCOG)
07.2012 - 08.2012
Customer Service Advisor
Hinduja Global Solutions (Sky Television)
07.2011 - 07.2012
Customer Service Representative
Data Cab Ltd
03.2009 - 07.2011
Diploma - Business Management Entrepreneurship, Level 3, Media and Computer Studies, Level 1, Business Finance and Management
Chartered Institute in Marketing
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