Glen Higham
Antrim
Summary
Dynamic sales professional with proven expertise in inbound and outbound sales, driving engagement and upselling services while managing customer lifecycles. Proficient in CRM and data management, utilising tools such as Microsoft Office, CC&B, Vecta, HED, Hootsuite, and internal CRM systems. Skilled in multi-channel communication across phone, email, live chat, and social platforms. Experienced in team leadership through mentoring new staff to uphold best practices and high standards. Consistently meets KPIs and performance targets in fast-paced environments with a target-driven mindset.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work history
Customer Engagement Specialist
POWERNI
Antrim, Antrim and Newtownabbey
10.2021 - 09.2025
- Inbound and Outbound Sales - Proven experience in driving engagement, upselling services and managing customer lifecycles.
- Managing both inbound and outbound customer communications across phone, email, social media and scanning platforms.
- Used CRM systems (Vecta, CC&B and HED) to update records, track interactions and report on customer trends.
- Proactively contacted customers for service renewals, upselling opportunities and feedback collection.
- Supported new starters through training and mentoring to uphold customer service standards.
- Played key role in customer retention initiatives by resolving complaints and turning negative experiences into positive outcomes.
- Collaborated with cross-functional teams to implement effective customer feedback mechanisms.
Warehouse Operative
LIDL WAREHOUSE
03.2020 - 10.2021
- Operated various warehouse equipment including forklifts and pallet jacks to facilitate smooth logistics processes.
- Conducted regular inventory checks to ensure stock accuracy and prevent discrepancies in warehouse records.
- Collaborated with team members to optimise workflow and improve processes for enhanced productivity.
- Maintained high standards of health and safety by adhering to established protocols throughout daily tasks.
- Ensured efficient stock movement by accurately picking and packing orders to meet operational demands.
- Monitored product quality during handling to ensure compliance with company standards and customer expectations.
Delivery Assistant
DHL
11.2018 - 03.2020
- Assisted in coordinating timely deliveries to ensure customer satisfaction across various locations.
- Maintained accurate records of shipments, ensuring all documentation was completed and filed correctly.
- Responded promptly to customer inquiries regarding delivery status, providing updates and resolving issues.
- Prioritised workload effectively to manage multiple deliveries within tight deadlines throughout the day.
- Engaged in training new staff members on delivery protocols and company policies to uphold service standards.
- Prepared vehicles for daily activities to ensure smooth operation during the day.
Sales Assistant / Stock Team
NEXT PLC
11.2013 - 03.2017
- Managed stock levels by regularly checking inventory and restocking shelves as necessary.
- Assisted customers by providing product information and ensuring high levels of satisfaction.
- Handled customer queries and complaints efficiently, ensuring prompt resolution and service recovery.
- Monitored sales trends and provided feedback to management to optimise product displays.
- Trained new staff on operational procedures and best practices to enhance team performance.
- Participated in regular team meetings to discuss sales strategies and improve overall service delivery.
Education
GCSEs - English Language, History, ICT, Double Award Science, Maths
Parkhall Integrated College
Antrim, Antrim and Newtownabbey 01.2008 - 01.2013
BTEC - Sport, L2 ICT, Leisure
Belfast Metropolitan College
Belfast 01.2013 - 01.2014
Skills
- Inbound and Outbound Sales - Proven experience in driving engagement, upselling services and managing customer lifecycles
- CRM and Data Management - Proficient with Microsoft Office, CC&B, Vecta, HED, Hootsuite and internal CRM tools for tracking, logging and analysing customer interactions
- Multi Channel Communication - Confident in managing customer contact via phone, email, live chat, and social platforms
- Problem Solving - Strong ability to de-escalate complaints and resolve issues effectively
- Team Leadership - Experience in buddying and mentoring new staff to uphold best practices and high standards
- Target-Driven Mindset - Consistently meet KPIs and performance targets in fast paced environments
References
References available upon request.
Timeline
Customer Engagement Specialist
POWERNI
10.2021 - 09.2025
Warehouse Operative
LIDL WAREHOUSE
03.2020 - 10.2021
Delivery Assistant
DHL
11.2018 - 03.2020
Sales Assistant / Stock Team
NEXT PLC
11.2013 - 03.2017
BTEC - Sport, L2 ICT, Leisure
Belfast Metropolitan College
01.2013 - 01.2014
GCSEs - English Language, History, ICT, Double Award Science, Maths
Parkhall Integrated College
01.2008 - 01.2013
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