Ethan Burgess
Atherstone,Warwickshire
Summary
Customer-focused professional with extensive experience in delivering high-quality service through inbound and outbound phone calls, email, and written correspondence. Skilled in managing a high volume of customer interactions, accurately identifying needs, and providing effective resolutions on the first contact. Adept at building rapport through clear, confident, and empathetic communication, ensuring a positive customer experience. Highly organised with strong multitasking abilities, handling customer records, processing accounts, and ensuring compliance with policies and procedures. Proficient in using CRM systems and technology platforms to enhance efficiency and meet service level targets. A proactive team player with a results-driven mindset, committed to delivering best-in-class customer support while maintaining professionalism, adaptability, and a customer-first approach in a fast-paced environment.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Administrative officer
Department for Work and Pensions (DWP)
Coventry, West Midlands
02.2021 - Current
- Accumulated three years of experience in CFCD department, specialising in debt recovery.
- Managed inbound and outbound calls, handling on average 21 calls per day (three per hour) while maintaining 90% Customer Quality Measure (CQM) score.
- Negotiated repayment plans tailored to customers' financial situations, ensuring affordability and compliance.
- Conducted administrative tasks, verifying case balances and maintaining accuracy across multiple systems.
- Oversaw case management, ensuring each customer's journey was handled efficiently and with care.
- Mentored new employees, enhancing team performance and knowledge sharing.
- Implemented improved repayment processes, increasing recovery rates.
- Recognised for exceptional customer service and problem-solving skills during high-pressure situations.
General Labourer
Sykes Timber
Atherstone, Warwickshire
11.2015 - 12.2017
- Gained two years of experience in wood and machining sector, providing versatile support across tasks.
- Assisted in loading and unloading on average 10 lorries per day, ensuring timely delivery and effective inventory management.
- Maintained safety and efficiency by cleaning and organising yard, reducing material handling time by 20%.
- Strapped and manually sorted up to 500 timber pieces daily for machining and dispatch to buyers.
- Collaborated with team members, supporting experienced workers to complete projects 15% faster.
- Contributed to workflow efficiency, enhancing overall productivity.
- Developed practical skills in timber handling and machine operation through hands-on experience.
Education
GCSE -
The Queen Elizabeth Academy
Atherstone, Warwickshire 09.2011 - 06.2015
Bachelor of Arts - Media Production
Coventry University
Coventry 09.2017 - 07.2020
Pearson BTEC Level 3 Extended Diploma - Creative Media Production
North Warwickshire and Hinckley College
Hinckley 09.2015 - 07.2017
Skills
- Customer Service Excellence
- Effective Communication
- Telephony Management
- Negotiation and Conflict Resolution
- Microsoft Office & Excel Proficiency
- Attention to Detail
- Active Listening
- Time Management & Prioritisation
Certification
- Transcend Level 2 Certificate in Gym Instructing
- IAO Level 3 Customer Service Specialist End-point Assessment
References
References available upon request.
Timeline
Administrative officer
Department for Work and Pensions (DWP)
02.2021 - Current
Bachelor of Arts - Media Production
Coventry University
09.2017 - 07.2020
General Labourer
Sykes Timber
11.2015 - 12.2017
Pearson BTEC Level 3 Extended Diploma - Creative Media Production
North Warwickshire and Hinckley College
09.2015 - 07.2017
GCSE -
The Queen Elizabeth Academy
09.2011 - 06.2015
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