Hayden East
Reading ,Berskhire
Summary
Skilled customer service agent with extensive experience within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to first-class service, strong results and applying consistent best practices. Takes on challenging new roles, harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service. A Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Customer service agent
Thames Water
Reading , West Berkshire
03.2022 - Current
- Act as first point of contact for customer issues and queries within the Operations Contact Centre (OCC).
- Listen actively to customers to give accurate information and the best solution to their needs.
- Process inbound and outbound customer calls when needed.
- Adhered strictly to policies and procedures for continued company compliance.
- Consistently achieve good stats and high quality monitoring scores whilst maintaining good compliance scores.
- Floorwalking - As a floorwalker I have multiple responsibilities such as supporting the OCC development centre to provide 1-1 support. I also assist by holding coaching sessions, call listening and call observation sessions and ensure to give clear and constructive feedback. I also monitor the chats on teams to offer advice and support. As a floorwalker we get the opportunity to help with the onboarding process for the new starters by assisting with IT tests and then presenting feedback to management.
- PSR Champion - As a PSR Champion I specialise in information relating to the PSR. As part of this role, I collect data throughout the year by auditing agent calls to maintain and track accountability. This will include presenting feedback to agents where necessary. As a PSR Champion I am a point of contact for any issues relating to the PSR.
Assistant manager
JD Sports
Reading , West Berkshire
10.2017 - 02.2022
- As a assistant manager it was my role to help the store manager maintain smooth-running business operations by delegating priorities to staff.
- I was key holder so I was responsible for opening and closing the store on a daily basis. I was also responsible for cash handling and banking.
- Assisting the store manager in recruitment process and would conduct interviews as well as onboard new starters with HR.
- I have a fantastic eye for detail and this showed in my visual merchandise displays across the store.
- Conducted monthly H&S checks and completed staff rotas and costings.
- Ensuring all staff members E-learning modules are completed and up to date.
- Conducted daily team briefs and visits from Area and Regional managers.
Front of house waiter
Greene King
Reading, West Berkshire
10.2016 - 09.2017
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Checked frequently on guest needs and retrieved items, filled beverages, or answered questions.
- Cleaned and set tables quickly after customers left to maximise restaurant capacity.
- Followed health and hygiene standards when handling food and cleaning restaurants.
- Maintained excellent level of service in busy and demanding restaurant environment.
Education
GCSEs -
John Madejski Academy
Reading 09.2011 - 06.2016
Skills
- Excellent telephone manner, with strong verbal and written communication skills to engage with customers effectively
- A genuine passion for providing outstanding customer service
- Ability to thrive in a fast-paced, sometimes high-pressure environment
- Strong IT, listening and problem-solving skills
- Effective system navigation using Salesforce and CRM
- Can adapt to new a team and environment very quickly
- Professional demeanour and very punctual
- Able to be a team leader and navigate to success
- Outstanding customer care shown through my PSR work
Affiliations
- Shopping therapy Music and Concerts Gaming
References
References available upon request.
Timeline
Customer service agent
Thames Water
03.2022 - Current
Assistant manager
JD Sports
10.2017 - 02.2022
Front of house waiter
Greene King
10.2016 - 09.2017
GCSEs -
John Madejski Academy
09.2011 - 06.2016
Similar Profiles
Aleena ChechiAleena Chechi
Receptionist at Thames WaterReceptionist at Thames Water
Eniola EnirayetanEniola Enirayetan
Test Manager at Thames WaterTest Manager at Thames Water
TOLULOPE POPOOLATOLULOPE POPOOLA
Corporate Finance Manager at Thames WaterCorporate Finance Manager at Thames Water