Hayley Thomson
Baillieston,UK
Summary
Skilled professional with strong communication and analytical problem-solving abilities. Expertise in Microsoft Office and a proven track record in delivering exceptional Customer Service. Focused on utilising skills to drive organisational success and achieve career growth.
Overview
16
16
years of professional experience
2005
2005
years of post-secondary education
Work history
Customer Priority Specialist
Sky UK
Livingston, West Lothian
08.2023 - 11.2025
- Managing complex, high-risk cases for vulnerable customers, resolving billing and service issues.
- Track and analyse recurring themes to deliver actionable insights that reduce escalations.
- Handle OFCOM and regulatory cases, ensure compliance and protecting company reputation.
- Collaborate with internal teams to enhance customer processes, increasing efficiency and satisfaction.
- Trusted by executive team to manage senior-level escalations within Customer Service Group.
- Lead challenging conversations with customers, including setting boundaries and managing account terminations.
Sales Advisor
Sky UK
Uddingston, South Lanarkshire
06.2016 - 08.2023
- Analysed account data to retain customers through tailored solutions.
- Conducted in-depth customer profiling using targeted questioning to identify needs.
- Highlighted product features and benefits aligned with customer requirements.
- Resolved concerns and complaints, ensuring positive outcomes for customer loyalty.
Cleaning Supervisor
Sercon Support Services
Glasgow, Glasgow City
06.2009 - 06.2016
- Supervised staff and delegated tasks to optimise operational efficiency.
- Monitored quality standards and trained new staff to enhance service delivery.
- Reduced service delays by managing supplies and streamlining ordering processes.
Education
Certificate of Higher Education - Business Studies
Western College for Further Education and Training
Carletonville, South AfricaSkills
- Excellent communication
- Analytical problem-solving
- Close attention to detail
- Microsoft Office proficiency
- Providing exceptional Customer Service
REFERENCES
Available on request.
Timeline
Customer Priority Specialist
Sky UK
08.2023 - 11.2025
Sales Advisor
Sky UK
06.2016 - 08.2023
Cleaning Supervisor
Sercon Support Services
06.2009 - 06.2016
Certificate of Higher Education - Business Studies
Western College for Further Education and Training