Guy Edward Ashton
Plymouth,Devon
Summary
I am customer focused and resilient with extensive experience in managing high pressure, time sensitive technical environments. I have strong conflict resolution skills and a proven track record of de-escalating challenging situations and resolving customer concerns professionally and effectively. I have fantastic customer service skills, working across diverse demographics by employing active listening and clear, accessible communication. I am adept at cross-functional collaboration, working seamlessly with internal teams and multiple departments to expedite and resolve customer needs and concerns, ensuring a rapid service delivery and high customer satisfaction.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Broadband Connection Customer Service
EE/BT
Plymouth, Devon
02.2017 - Current
- Delivered excellent customer service by actively listening to customers, identifying their needs and providing effective solutions to maximise satisfaction and engagement.
- Managed customer complaints with professionalism, using clear communication, problem solving skills and appropriate escalation procedures when required.
- Resolved a wide range of customer enquiries and technical issues by analysing information and providing clear, step by step guidance.
- Conistently achieved service quality, productivity and response time targets through strong organisation planning and coordination skills.
- Collaborated effectively within a team environment, supporting colleagues, contributing to shared goals and producing written communications, reports and documenation as required.
Security Officer
Securiguard
Plymouth, Devon
10.2016 - 12.2016
- Monitored and maintained secure communication networks with long-distance lorry drivers transporting high-value cargo from a secure underground facility.
- Enforced strict security protocols by conducting mandatory check-ins and establishing biometric/password driver verification to prevent unauthorised access or cargo loss.
- Operated bespoke logistics and security software systems to meticulously log real-time driver interactions, location data, and status reports.
- Managed communication channels via secure radio links, ensuring continuous driver welfare monitoring and immediate emergency escalation capabilities.
Data Entry
Royal Mail Delivery Office
Plymouth, Devon
01.2003 - 08.2016
- Processed high volume mail tracking data into internal computer systems under tight, time sensitive constraints to support seamless sorting office operations.
- Maintained near perfect data accuracy while operating at a fast pace, eliminating data entry errors to prevent logistics bottlenecks or mail delivery delays.
- Served as the fire warden trainer for the site, designing and delivering mandatory annual refresher training for existing wardens and onboarding new recruits to maintain full regulatory compliance.
- Protected the health and safety of 200+ employees onsite simultaneously by conducting routine fire safety inspections and managing statutory testing of fire alarm systems.
- Volunteered as an active workplace first aider, responding rapidly to medical emergencies and providing immediate care within a high-speed industrial environment.
Machine Operator
Cooper Standard
Plymouth, Devon
01.1999 - 09.2002
- Operated high temperature, complex manufacturing machinery safely and efficiently within a fast-paced, high volume automotive production environment.
- Manufactured precision rubber components for major automotive brands, including Ford and Jaguar, maintaining strict quality control standards.
- Trained in technical line reset procedures, rapidly troubleshooting and resolving mechanical breakages to minimise factory downtime and prevent financial loss.
- Maintained strict adherence to health and safety protocols while working with hazardous, heavy-duty industrial equipment.
Education
NVQ Level 2 - sport and fitness
Lipson Community College
Plymouth1999
GCSEs -
Lipson Community College
Plymouth1997
Skills
- Conflict resolution and de-escalation: Calming frustrated clients and turning negative situations into positive service experiences
- Adaptive communication: Translating complex technical jargon into simple, universal language for customers of all ages and technical ability levels
- Cross-functional collaboration: Partnering with field engineers, dispatch, and billing departments to remove bottlenecks
- Workflow optimisation: Managing time critical queues and prioritising tasks to meet strict Service Level Agreements (SLAs)
- Maintained composure and quick decision making capabilities during critical, high-stress events, leveraging 15 years of experience as a designated First Aider to ensure safety and well-being in the workplace
- Assessed fluid, time critical situations rapidly, applying strong analytical skills to prioritise emergency care or technical support based on immediate situational urgency
- Public speaking, instruction, and compliance scheduling: Ensuring staff meet statutory safety obligations
- Preventive risk assessment and audit logging: Identifying workplace hazards early to protect assets and mitigate business liabilities
- Rapid incident response and calm leadership during emergencies: Serves as a trusted, level-headed anchor during building evacuations or critical medical events
Additional experience
First Aid at work
- Responded to first aid incidents effectively while maintaining calm composure.
- Stayed up to date on first aid and emergency best practices through training.
- Maintained detailed records of all incidents and treatments provided, adhering to health and safety regulations.
- Executed risk assessments in various settings, recommending preventive measures to mitigate potential hazards.
- Recorded notes, observations and incidents to provide proper documentation to physicians and paramedics.
- Provided emergency services with detailed explanation of conditions following major injuries.
- Collaborated with security teams to ensure a coordinated response to incidents, maximising the effectiveness of emergency interventions.
Certification
- First aid at work Level 3
Timeline
Broadband Connection Customer Service
EE/BT
02.2017 - Current
Security Officer
Securiguard
10.2016 - 12.2016
Data Entry
Royal Mail Delivery Office
01.2003 - 08.2016
Machine Operator
Cooper Standard
01.1999 - 09.2002
NVQ Level 2 - sport and fitness
Lipson Community College
GCSEs -
Lipson Community College