Dylan Craik
Jarrow,Tyne and Wear
Summary
A dedicated professional with a strong focus on time management efficiency and patience in high-stress situations. Demonstrates exceptional problem escalation strategies and empathetic support towards client issues. Known for excellent communication skills, effective complaint handling, and a willingness to share knowledge. Adept at case management and fostering team communication. Committed to continuous improvement and delivering high-quality service in all interactions.
Overview
11
11
years of professional experience
20
20
years of post-secondary education
Work History
Service Desk Advisor
Vodafone Business Care
Remote
05.2022 - Current
- Escalated critical issues to management for immediate action and resolution.
- Responded swiftly to queries, ensuring minimal disruption to business operations.
- Continually improved technical skills through ongoing professional development.
- Resolved technical issues for enhanced system performance.
- Proactively updated tickets in the Service Desk system, maintaining transparency in communication.
- Worked with some of the UK's biggest companies.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
- Created spreadsheets to boost team performance around ticket quality.
Warehouse picker
Barbour
South Shields, South Tyneside
10.2021 - 03.2022
- Assured correct storage of merchandise with proper labelling and placement in designated areas.
- Maintained cleanliness of warehouse for improved safety standards and work conditions.
- Ensured timely order fulfilment through concentration on picking speed and accuracy.
- Operated pallet jacks for safe transportation of heavy loads across the warehouse floor.
- Facilitated smooth operations with adherence to warehouse rules and regulations during shifts.
Energy consultant
EC Business Solutions
Hebburn, South Tyneside
07.2021 - 10.2021
- Liaised with suppliers, ensured best market rates for energy contracts.
- Assisted clients in securing government grants for investment in renewable resources.
- Analysed current utility bills, identified potential areas for cost saving.
- Led negotiations with utility companies, secured favourable terms for clients.
Sales and retention specialist
BT Consumer
South Shields, South Tyneside
02.2017 - 06.2021
- Formulated unique selling propositions, leading to differentiation from competition.
- Enhanced company reputation for excellent customer service with clear, empathetic communication.
- Handled difficult customers professionally, diffusing tense situations effectively.
- Maximised customer retention through upselling and cross-selling.
- Converted at-risk customers through targeted selling.
Retail worker
Grainger Games
Jarrow, South Tyneside
09.2014 - 02.2017
- Performed price checks for customers with accuracy ensuring trust and credibility.
- Promoted seasonal items or discounts effectively stimulating increased revenue.
- Demonstrated strong knowledge of products by answering customer queries effectively.
- Created attractive product displays that stimulated customer interest and purchases.
Crew member
McDonald's
South Shields, South Tyneside
11.2013 - 09.2014
- Facilitated smooth flow of customers by effectively managing queues during rush hours.
- Prepared food items according to the established recipes maintaining consistency of taste and presentation.
Education
GCSEs - Maths
Jarrow School
Jarrow, South Tyneside 09.2008 - 05.2013
GCSEs - English
Jarrow School
Jarrow, South Tyneside 09.2008 - 05.2013
GCSEs - ICT
Jarrow School
Jarrow, South Tyneside 09.2008 - 05.2013
BTEC - Science
Jarrow School
Jarrow, South Tyneside 09.2008 - 05.2013
GCSEs - Business Studies
Jarrow School
Jarrow, South Tyneside 09.2011 - 05.2013
Skills
- Time management efficiency
- Patience in high-stress situations
- Problem escalation strategies
- Empathy towards client issues
- Knowledge sharing willingness
- Complaint handling
- Empathetic support
- Case Management
- Excellent communication skills
- Team communication
Affiliations
- Newcastle United
Accomplishments
I received Employee of the Month in October 2024 at Vodafone Business Care.
I received a recognition award for positive engagement on the service desk.
Timeline
Service Desk Advisor
Vodafone Business Care
05.2022 - Current
Warehouse picker
Barbour
10.2021 - 03.2022
Energy consultant
EC Business Solutions
07.2021 - 10.2021
Sales and retention specialist
BT Consumer
02.2017 - 06.2021
Retail worker
Grainger Games
09.2014 - 02.2017
Crew member
McDonald's
11.2013 - 09.2014
GCSEs - Business Studies
Jarrow School
09.2011 - 05.2013
GCSEs - Maths
Jarrow School
09.2008 - 05.2013
GCSEs - English
Jarrow School
09.2008 - 05.2013
GCSEs - ICT
Jarrow School
09.2008 - 05.2013
BTEC - Science
Jarrow School
09.2008 - 05.2013
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