Ethan Harrison
Darwen,Lancashire
Summary
Dedicated Call Centre Service Guide with strengths in delivering personalised technical support. Resolves customer complaints through effective communication and problem-solving skills. Focuses on enhancing customer satisfaction and loyalty. High knowledge on numerous software applications and quick to learn new systems and processes on a regular basis.
Overview
2
2
years of professional experience
Work History
Call Centre Service Guide & Subject Matter Expert
BT Group
Blackburn, Lancashire
12.2024 - Current
- Delivered personalised and technical support to broadband and landline customers across the country. Handled difficult conversations with a proffesional disposition and with care. We would proactively monitor the lines of vulnerable customers, especially ones owning healthcare alarms dependent on BT landlines. Making sure that any faults they experienced were fixed with high priority.
- Resolved customer complaints through effective communication and problem-solving skills under pressure. Engaging in difficult conversations with dissatisfied customers, fixing their issues and providing compensation where neccessary, but also de-escalating situations where customer's had complaints about things that could not be changed like company policy.
- Guided clients through complex situations by providing tailored support and solutions. I had paid very close attention early in my role and so established a very rich knowledge base. I assisted any colleagues dealing with situations outside of the normal process. With access to higher level systems I was able to help them complete their tasks to a level of quality they couldn't have achieved on their own.
- Gained experience in systems such as Microsoft Excel, Siebel OneView, Service Now, Homeview+. We used excel in order to monitor and organise our workflow when assisting our vulnerable customers, to make sure no one was missed. Service Now was used for a similar purpose and it allowed us to closely track fault tickets and make sure they were raised to the right teams and being dealt with on an appropriate timescale. Siebel OneView allowed us manage and alter customer accounts and place orders as the customer wished. It also allowed us to look at the back-end of accounts in detail in order to identify technical problems delaying customers orders and disrupting their bills. Homeview+ allowed us to accurately diagnose faults and issues affecting customer's services.
Bartender & Bar Support
Katie O'Briens
Durham, County Durham
01.2024 - 03.2024
- Assisted in serving drinks during extended shifts.
Maintained a positive and energetic attitude throughout service hours.
Supported bar operations by ensuring a welcoming environment. - Collaborated effectively with a large team within a high-pressure customer service environment.
- Supported bar staff by managing waste disposal and maintaining cleanliness of glassware.
Education
Diploma of Higher Education - Electronic Engineering
Durham University
Durham2023
A-Levels - Maths (A*) / Further Maths (A*) / Physics (A*) / Chemistry (A*)
Runshaw College
Leyland2020
GCSEs - Four grade 8s, one grade 7, and two grade 6s
Darwen Aldridge Community Academy
Darwen, BBD2018
Skills
- Customer service
- Siebel OneView
- Microsoft Excel
- Service Now
- Complaint Resolution
- Communication skills
- Time management
- Process improvement
Hobbies and interests
I play guitar, drums, and sing, and have played in multiple bands at many concerts across the country. As well as running bands and events of my own. I also have partook in content creation and social media promotion for these bands.
Timeline
Call Centre Service Guide & Subject Matter Expert
BT Group
12.2024 - Current
Bartender & Bar Support
Katie O'Briens
01.2024 - 03.2024
Diploma of Higher Education - Electronic Engineering
Durham University
A-Levels - Maths (A*) / Further Maths (A*) / Physics (A*) / Chemistry (A*)
Runshaw College
GCSEs - Four grade 8s, one grade 7, and two grade 6s
Darwen Aldridge Community Academy