Ezras Adams
Bedford
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented, with extensive experience in telecommunications, retail and customer service. Troubleshoots technical, complex issues with Technology-inclined professional possesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Senior Case Manager
VirginO2
08.2020 - Current
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Virgin Media Business SO
VirginO2
11.2022 - 04.2023
- Identified and pursued valuable business opportunities to generate new company revenue.
- Taught selling techniques to new and existing staff members to build expertise.
- Troubleshot technical issues related to products and services.
- Identified root cause of inquiries by asking probing questions to determine best solution.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Tactical Sales Executive
Virgin Media
11.2017 - 08.2020
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Utilized internal lead referral tools to solicit new business opportunities and contacts.
- Built relationships with customers and community to promote long term business growth.
- Traveled to various Virgin Media stores in the East Midlands and East of England areas to increase sales and Trained staff
- Increased RPU for all stores across East of England and East Midlands
- Supported stores in absents of an STL or Store Manager
Education
Bachelor of Arts - Animation And Special Effects
Ravensbourne University London
London UKSkills
- Staff education and training
- Product and service sales
- Data analysis
- Technical Support
- Excellent Communication
- MS Word, Excel, Powerpoint proficient
- Critical Thinking
- Decision-Making
- Technology-savvy
- Case assessment
- Project feedback data
- Root-cause analysis
- Coaching and mentoring
- Report preparation
- Verbal and written communication
- Problem-solving
- Persuasion techniques
- Building rapport
- Complaint handling
- Policy interpretation
- Analytical skills
- Presentation design
Accomplishments
- Awarded Extra Mile Award at VMO2 twice
Timeline
Virgin Media Business SO
VirginO2
11.2022 - 04.2023
Senior Case Manager
VirginO2
08.2020 - Current
Tactical Sales Executive
Virgin Media
11.2017 - 08.2020
Bachelor of Arts - Animation And Special Effects
Ravensbourne University London
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