Gavin Dominic Haywood
Security Operative
Liverpool ,Litherland
Summary
Skilled professional specializing in audience control strategies, security awareness, and conflict management. Proven track record in coaching and staff development, enhancing team performance in dynamic environments. Expertise in customer service and communication, with a focus on empathy and effective complaint resolution. Experienced in managing call centre operations while ensuring compliance with GDPR and maintaining data confidentiality.
Overview
42
42
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Advisor
QVC Shopping Channel
LIVERPOOL, Merseyside
03.2022 - Current
- Dealing with phone queries directed into the call centre.
- Utilised company-controlled system while working remotely, meeting company-set weekly targets and enhancing skills through regular team briefs.
- Microsoft Software
- Internal Operating System
- DPA Procedures
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Logged customer complaints accurately, expedited corrective actions effectively.
Area Relief Officer
G4S/Ocs
LIVERPOOL, Merseyside
01.2019 - 08.2023
- Transferred from events to Moj Court contract in 2019.
- Took up a full time role as an Area Relief Officer covering courts from Chester, Wirral and Liverpool.
- Search
- Wanding
- Document Control
- Observation
- Patrols
- Vehicle Checks
- Thorough full-body searches and bag examinations
- Responded promptly and effectively to emergencies using established protocols.
- Performed thorough investigations into reported incidents, leading to accurate record-keeping.
- Improved team efficiency with regular training sessions.
- Upheld laws and regulations within my jurisdiction, ensuring compliance from all parties involved.
- Managed conflict resolution for maintaining peace in the facility.
- Ensured safety by routinely patrolling and conducting security checks.
Event Security Supervisor
G4S Nationwide
09.2012 - 06.2021
- Full-time supervisor at major events across UK.
- Have worked on many prestige events at major venues these range from being a stand supervisor to Response and Security team supervisor.
- Engaged in recruitment activities focused on attracting new personnel across UK.
- Supported team by demonstrating respect and willingness to help.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-to-day duties accurately and efficiently.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Displayed energy and enthusiasm in fast-paced environment.
- This involved job fairs and 3 day full recruitment drives.
- Supervision
- Motivate and Organise a team
- Pre event safety meetings
- Pre event team briefings
- Report writing
- Implemented rigorous search processes for bags and individuals to enhance safety measures.
Conducted meticulous pat-downs and bag checks to uncover contraband.
Maintained strict compliance with established security guidelines during searches. - Resolving customer complaints
- Problem solving
- Document control
- Interviewing
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Customer Service Officer (Temp Contract)
Leeds City Council
Leeds
06.2012 - 12.2012
- Company Overview: Leeds United Kingdom
- Employed on short term contract dealing with all incoming repair calls from council tenants.
- Fact finding skills
- Incoming/outgoing calls to council tenants
- Questioning skills
- Call structure
- Setting customer expectations
- Using several internal computer based packages
- Booking correct tradesman to attend repair
- Adhering to strict company DPA policy
- Leeds United Kingdom
Team Leader (Temp contract)
Energy 4 Business
Leeds
12.2011 - 04.2012
- Company Overview: Leeds United Kingdom
- Employed as a customer facing manager for Scottish Power running a team of 5 agents on a short term contract role.
- Organising areas to cold call
- Offering free impartial advice
- Conducting surveyor's regards energy usage
- Checking agent sales with head office
- Conducting on the job training
- Monthly/quarterly appraisals
- Leeds United Kingdom
Team Manager (Temp Contract)
Golley Slater
Leeds
02.2011 - 10.2011
- Company Overview: Leeds United Kingdom
- Employed on a Temporary contract to set up a B2B team of advisors.
- Setting appointments on behalf of Everythingeverywhere Business Managers.
- Making sure each agent was able to generate 2 Leads per day once this was complete was able to hand over the full running to the company Team Leader.
- Daily Team Briefs
- Daily Coaching
- Attending Weekly Meeting with Client
- Liaising with company Team Manager ready for take over of team
- Keeping agent file notes updated weekly
- Monitoring calls from each agent average 5 per week
- Side by side coaching and development
- Setting up and development of call structure
- Interviewing and training new recruits
- Leeds United Kingdom
Team Leader (Made Redundant)
Avance E-ON Project
Glasgow
12.2009 - 12.2010
- Company Overview: Glasgow United Kingdom
- Employed as a Team manager running a team of between 12-16 agents, working on behalf of E-on cold calling commercial customers.
- Daily Team Briefs
- Daily coaching sessions
- Monitoring agents statistics, wrap, sales, on line time.
- Side by side agent coaching
- Dealing with team issues
- Monitoring sales calls for compliance and adherence.
- Weekly agent 121 to discuss previous weeks performance
- Adherence to weekly Kpi's 20 sales per week
- Weekly client liaison and reporting.
- Dealing with data issues and checking correct data pods loaded
- Weekly agent performance reviews
- Dealing with Disciplinary issues for campaign
- Updating agents folders
- Appraisals and 3 month agent probation reviews.
- Glasgow United Kingdom
Senior Retentions Advisor
3 Mobile
Glasgow
10.2008 - 10.2009
- Company Overview: Glasgow United Kingdom
- Working to the company call structure using Modus Agendie to make sure every customer received the same level and range of offers.
- Working to strict company set targets on a monthly basis.
- Inbound Retentions Advisor for 3 Mobile Broadband
- Dealt with customer enquiries wishing to disconnecting from 3
- Utilised various methods and tools available to maintain customers account
- Promoted laptop upgrades
- Data entry for individual accounts
- Liaised with internal and external departments
- Coached team members and new starters
- Dealt with escalated calls
- Delivered team briefs and updates
- Adhered to KPI's
- General administration duties.
- Adherence to strict DPA guidelines
- Glasgow United Kingdom
Branch Manager (Headhunted for above role)
Cheque Centre
Glasgow
02.2007 - 09.2008
- Company Overview: Glasgow United Kingdom
- Glasgow United Kingdom
Contract Administrator (Made Redundant)
Contact 4
Glasgow
07.2006 - 01.2007
- Company Overview: Glasgow United Kingdom
- Glasgow United Kingdom
Senior Sales Advisor (Temp Contract)
Becogent
Glasgow
08.2005 - 06.2006
- Company Overview: Glasgow United Kingdom
- Glasgow United Kingdom
Assistant Manager (Made Redundant)
Spirit Group
Leeds
03.2004 - 08.2005
- Company Overview: Leeds United Kingdom
- Leeds United Kingdom
Senior Retentions Advisor (Career Move)
T-Mobile
Sunderland/Glasgow
09.1999 - 02.2004
- Company Overview: Sunderland/Glasgow United Kingdom
- Sunderland/Glasgow United Kingdom
Sales Advisor (Temp Contract)
Barclays
Sunderland
02.1999 - 09.1999
- Company Overview: Sunderland United Kingdom
- Sunderland United Kingdom
Project Developer
London Electricity
Sunderland
01.1997 - 02.1999
- Company Overview: Sunderland United Kingdom
- Sunderland United Kingdom
Store Manager (Made Redundant)
Edwin Trisk
Sunderland
01.1994 - 01.1997
- Company Overview: Sunderland United Kingdom
- Sunderland United Kingdom
Security internal & external (Contract)
MOD
Various
05.1983 - 03.1993
- Company Overview: Various United Kingdom
- Various United Kingdom
Education
O-level - Art
George Monaeux
01.1976 - 01.1981
Skills
- Audience control strategies
- Security Awareness
- Dealing with Conflict
- Coaching
- Staff Development
- Team working
- Management/supervision
- Customer service
- Effective communicator
- Positive attitude
- Flexible and adaptable
- Logical and analytic
- Search and Wanding procedures
- Full pat down and bag searching
- Document control
- Cctv operations
- Camera control
- Empathy handling
- Live chat handling
- Knowledge of gdpr regulations
- Calmness under pressure
- Patience maintenance
- Flexibility in service approach
- Multitasking efficiency
- Telephone etiquettes
- Conflict management
- Complaint resolution
- Call centre operations
- Training programmes
- Complaint handling
- Conflict de-escalation
- Record maintenance
- Data confidentiality
- Telephone etiquette
- Dispute Resolution
- Customer care
- Customer retention
- Persuasion techniques
- Lead management
- Team Leadership
- Problem-solving
Affiliations
- Online Gaming
- Reading mainly any area of World War 2 and Apocalyptic novels
- Following Arsenal FC
Timeline
Customer Service Advisor
QVC Shopping Channel
03.2022 - Current
Area Relief Officer
G4S/Ocs
01.2019 - 08.2023
Event Security Supervisor
G4S Nationwide
09.2012 - 06.2021
Customer Service Officer (Temp Contract)
Leeds City Council
06.2012 - 12.2012
Team Leader (Temp contract)
Energy 4 Business
12.2011 - 04.2012
Team Manager (Temp Contract)
Golley Slater
02.2011 - 10.2011
Team Leader (Made Redundant)
Avance E-ON Project
12.2009 - 12.2010
Senior Retentions Advisor
3 Mobile
10.2008 - 10.2009
Branch Manager (Headhunted for above role)
Cheque Centre
02.2007 - 09.2008
Contract Administrator (Made Redundant)
Contact 4
07.2006 - 01.2007
Senior Sales Advisor (Temp Contract)
Becogent
08.2005 - 06.2006
Assistant Manager (Made Redundant)
Spirit Group
03.2004 - 08.2005
Senior Retentions Advisor (Career Move)
T-Mobile
09.1999 - 02.2004
Sales Advisor (Temp Contract)
Barclays
02.1999 - 09.1999
Project Developer
London Electricity
01.1997 - 02.1999
Store Manager (Made Redundant)
Edwin Trisk
01.1994 - 01.1997
Security internal & external (Contract)
MOD
05.1983 - 03.1993
O-level - Art
George Monaeux
01.1976 - 01.1981
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