Derico Bryan
Manchester,United Kingdom
Summary
An enthusiastic and target-driven graduate Customer Experience agent, proficient in teamwork and government communications, providing outstanding customer service to clients continuously, Recognized as Employee of the month and Values Champion for the continuous hard-work and ongoing team support in the role as deputy manager. Demonstrated flexibility to be able work within a team on a managerial level, as well as agent level, contributing to improved managerial workload and agent KPI achievements. Conducted team meetings, monitored and maintained exceptional team stats, besides various weekly admin duties and inbound calls. Currently obtaining 2 years of customer service experience, now seeking a long-term role to advance my career within this industry.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Customer Experience Agent - Deputy Manager
G4S
Manchester, Greater Manchester
12.2022 - Current
- Managed two teams simultaneously, conducting meetings and resolving issues, ensuring agents performance is maintained at high standards.
- Displayed effective customer service skills during inbound calls and achieve improved customer satisfaction by resolving queries promptly and professionally whilst achieving KPI’s.
- Thrived consistently with multitasking of admin duties and inbound calls, helping supporting team manager with workload whilst contributing to team overall call performance.
- Confidently communicate with claimants, constantly building up rapports and ensuring customers needs have been met and full clarity when concluding calls.
- Collate and update agents time schedules, stats and overtime TOIL to keep track of progress and accrued time in lieu.
Back of house
Manchester United Football Club
Manchester, Greater Manchester
01.2022 - 12.2022
- Organized and managed kitchen inventory ensuring all pots and cutlery are placed and arranged in allocated areas.
- Functioned as a reliable team player, managing assigned areas well to help contribute to overall team progression of cleaning.
- Persevered under pressure in fast-working environments, providing chef needs efficiently and supplying other utensils/cutlery quickly when high in demand.
Sortation associate
PMP Recruitment
Manchester, Lancashire
07.2018 - 08.2018
- Collaborated with team members effectively, completing parcel stacking on time within the assigned areas.
- Operated Pump Trucks to transport packages safely across the warehouse ready for delivery.
- Managed stacking packages efficiently under pressure, whilst ensuring that packages are always placed in correct places.
Education
Bachelor of Arts - Tourism Management
Manchester Metropolitan University
Manchester, England 09.2018 - 05.2022
BTEC Level 3 Extended Diploma - Travel and Tourism
Loreto Sixth Form College
Manchester 09.2016 - 06.2018
Skills
- Attention to Detail
- Communications
- Rapport Building
- Government Communications
- Customer Service
- Listening Skills
- Problem solving
- Decision-making
- Collaboration
- Teamwork
Reference
Available on request.
Timeline
Customer Experience Agent - Deputy Manager
G4S
12.2022 - Current
Back of house
Manchester United Football Club
01.2022 - 12.2022
Bachelor of Arts - Tourism Management
Manchester Metropolitan University
09.2018 - 05.2022
Sortation associate
PMP Recruitment
07.2018 - 08.2018
BTEC Level 3 Extended Diploma - Travel and Tourism
Loreto Sixth Form College
09.2016 - 06.2018