Gareth Nicholls

As a Chef De Partie at Bouchon bistro i worked under an intense and fast paced environment to meet the orders of the customers. Time was critical in this role as the business excelled at creating a fast and structured service. I would often have to think on my feet as customers would often adjust their orders to something unexpected, and also use time management effectively to coordinate with my colleagues as to send orders in synchronization.

During my Initial role at Teleperformance as a CSA I was given well received training, in which I was given extensive information of both the clients goals and expectations in legendary customer service, as well as how to be an effective Customer Service Advisor. Instances of this include using ICOMS software system to log work order information and data records within the agreed guidelines while simultaneously receiving inbound calls from customers, providing information regarding services or products, taking new orders and cancelling accounts. There were also times when I would resolve customer issues using strong interpersonal skills and conflict resolution techniques during complaint handling.

After working for three months on a media contract with the client in Teleperformance, I was given the opportunity to be promoted to Team Manager, and after training I was given a team of Customer Service Agents under my direction. My role in this position was to lead my team giving Monitored team development, setting performance objectives and providing constructive feedback for continued growth , which was tracked by call monitoring and tracking Key Performance Indicators set by upper management.

As well as this, I was also responsible for administrative duties, Such as logging absence, managing timesheets and analysing data in order to identify opportunities to minimise operating costs, In addition it was also my duty to organise and host meetings to discuss performance with both management and the client.

After serving over a year on a media contract when the client was downsizing the workforce, I was then given the opportunity to transfer to an energy contract. The role is similar in nature to the previous CSA role I held within Teleperformance, again handling and managing customer accounts while handling calls, although the distinct difference with this role was that there are more responsibilities, such as financial negotiations with the customers regarding repayment plans, identifying and seeking further support for customers with vulnerabilities, or in some cases dealing with bereavement accounts.

After 6 months working the energy contract with the client, the UK workforce was unfortunately redistributed, at which point I was given the opportunity to work as a CSA for a banking contract, exacting similar duties to my previous CSA roles in call handling, dealing with customers financial queries such as payments and transfers, 1st tier fraud handling, dispute cases and also identifying potential vulnerability. I have also recently passed Multi skill training to also handle calls for the online helpdesk to handle technical support calls for the same customers, involving troubleshooting for online banking issues, password resets, and logging any potential faults.

With over a year and a half serving as a technician with Peacocks Medical, I have learned multiple skills in two departments, in bot insoles and leg brace manufacturing. During my time within the Insoles department, I have learned how to effectively utilise the tools and machines required to do the tasks assigned to me. These included the making and adaptions of rigid foam insoles, as well as completely handmade draft insoles, to the exact specifications stated by the Orthotists associated with our clients. My other responsibilities include conducting checks on certain machines to ensure they are safe and in working order, checking stock levels are at an appropriate quantity, and ensure that jobs are sent for dispatch for the required time and location.

Since I have been given the opportunity to work in Metals, I have learned how to make lower leg assisting apparatus such a leg braces to various different specifications using mainly steel and aluminium as our base materials. Again, due to the bespoke nature of the orders, many are made all with slight differences. My skills that i have learned here also include various hot works such as gas torch braising and MIG welding.