Dylan Batten
Cardiff
Summary
Dedicated and a professional customer care agent with a strong and unique understanding of customer facing operations by demonstrating exceptional teamwork and leadership abilities. Known for being tremendously hardworking, charismatic and versatile. Proven experience in showing active listening and effective email handling. Also able to produce delegation and committed to achieving excellence in all tasks provided. Career goals include advancing into senior management roles and gaining much more experience in my particular field and advancing into many others to further contribute to my success.
Overview
4
4
years of professional experience
8
8
years of post-secondary education
Work history
Customer care agent
Ogi
Cardiff
01.2025 - Current
- Solved complaints, resulting in improved customer satisfaction scores.
- Worked in a small social media team to handle enquiries and questions to improve customers knowledge and help with retainability.
- Held outbound welcome calls to new customers to ensure quality and customer morale to also then resolve any initial faults, updates on accounts if initially required and retained any feedback provided from customers.
- Received over 250 (5) star reviews from customers from our internal agent ratings system and trust pilot reviews and always consistently achieving (KPI) key performance indicators and (CSAT) customer satisfaction targets.
- Delivered excellent customer service by addressing concerns and queries promptly.
- Experienced in fixing faults for our broadband customers and also handling billing enquiries, networking questions, scheduling appointments for external teams and delivering accurate sales and retentions information.
- Demonstrated to be able to work in a team based atmosphere and able to adapt to an office based environment by using multiple internal systems and websites.
Crew trainer
McDonald's
Cardiff
07.2021 - 07.2024
- Displayed excellent communication and active listening skills whilst listening to customers orders and relaying information back to colleagues when necessary.
- Demonstrated cash handling and customer service whilst interacting with customers.
- Boosted morale within the team via work ethic and demonstrating leadership towards others.
- Conducted consistent and excellent training modules amongst colleagues and trained over 50 employees in customer service, food safety and performance requirements.
- Responsible for delegating tasks and ensuring quality control.
- Working in a target based and fast pacing environment by ensuring quick thinking and resourcefulness.
- Maintained health and safety regulations with regular training updates to the crew.
Education
GCSEs -
Mary Immaculate high school
Cardiff 09.2015 - 04.2020
A-Levels - Business studies
St David's College
Cardiff 09.2021 - 08.2023
A-Levels - Criminology
St David's college
Cardiff 09.2021 - 08.2023
Skills
- Call centre operations
- Customer rapport building and retention
- Team work
- Hardworking
- Active listening
- Email handling
- Delegation
- Leadership
- Versatility
- Communication proficiency
Accomplishments
Resilience and coaching programme award - By partaking in this programme, I was able to achieve this award by producing resilience plans and actioning strategized positive thinking.
Football league title - Led my team as captain by demonstrating leadership, confidence and hard work. I was able to help my team win the league title in my current football division.
Employee of the month - Recognised by my peers, I was voted as the employee of the month for my dedication and work capability.
Affiliations
- My current hobbies include, playing football, running, going to the gym and reading. My current interests are learning new languages and learning to play the piano.
References
References available upon request.
Timeline
Customer care agent
Ogi
01.2025 - Current
A-Levels - Business studies
St David's College
09.2021 - 08.2023
A-Levels - Criminology
St David's college
09.2021 - 08.2023
Crew trainer
McDonald's
07.2021 - 07.2024
GCSEs -
Mary Immaculate high school
09.2015 - 04.2020