IAN NICKLEN
Ellington,Northumberland
Summary
Accomplished professional with a strong background in customer satisfaction and retention, adept at phone etiquette and complaint resolution. Demonstrates exceptional organisational skills and the ability to multi-task effectively. Proven track record in sales strategies, transparent communications, and maintaining a positive attitude with a friendly demeanour. Skilled in cross-functional collaboration and continuous process improvement, with a focus on communicating effectively with customers. Aims to leverage these competencies to drive customer-centric initiatives and enhance overall service quality.
Overview
38
38
years of professional experience
2
2
years of post-secondary education
Work history
Door Person
Fenwick
Newcastle upon Tyne
10.2021 - Current
- Serve as the first point of contact for customers, providing a warm welcome and guidance on store events and services.
- Respond to all hospitality and personal shopping inquiries, ensuring a smooth and informed customer experience.
- Introduce new and returning customers to the Fenwick brand, fostering loyalty and engagement.
- Conduct personalised store tours and share knowledge of the store’s rich history when required.
- Collaborate with department heads to ensure accurate and consistent information is delivered to customers.
- Build and maintain strong relationships with customers to enhance their overall shopping experience, delivering exceptional service.
- KEY ACCOMPLISHMENTS: Gained employee of the month in August 2022 with nominations from fellow colleagues. Achieved regular mentions in customer reviews and commendations.
Customer Assistant (Part-Time)
MARKS & SPENCER
10.2019 - 02.2021
- Achieved company goal of 100% customer satisfaction through courteous attention to detail and problem solving on a one-to-one basis
- Consistently exceeded goals in key metrics: stock control, stock replenishing, general merchandising and operating tills and the ‘Click & Collect’ system
- Excelled in surpassing weekly and monthly sales goals, credit card and cash transactions with a zero-error rate
- Kept the selling floor to operational and visual standards both during the day and at the end of the day
- KEY ACCOMPLISHMENT: Won over 30 commendations from customers with bonuses for high standards of customer care.
National Technical Support Engineer (Remote)
BRITISH GAS UK
10.2017 - 09.2019
- Provided complex technical support and assistance to electrical service engineers based in the field countrywide
- Built relationships with customers to ensure and provide quality performance
- Investigated technical sources and liaised with manufacturer’s technical departments to provide bespoke solutions to engineer’s problems.
Electrical Service Engineer
BRITISH GAS UK
06.2003 - 10.2017
- Maintained and repaired a wide selection of domestic appliances from all manufacturers covered on British Gas Homecare
- Regularly and responsibly handled the customer service complaints and resolved them with customer satisfaction
- Continuously established and maintained an excellent network of business relationship as a result of extensive interaction and communication.
Senior Service Engineer
HOTPOINT LIMITED UK
01.1987 - 01.2003
- Identified and resolved a wide range of domestic appliance malfunctions in a workshop and in the homes of customers
- Ensured timely resolution of customers' technical complaints by driving company's van through the best and most efficient routes
- Increased customer satisfaction through courteous attention to detail and high standards of customer service during high-volume, fast paced operation
- Demonstrated ability to be dynamic and learn new processes and procedures in a quick and efficient manner.
Education
CSE’s: English, Mathematics, Science, Geography, History, Technical Drawing, Art and Rural Studies -
THE KING EDWARD VI HIGH SCHOOL
01.1974 - 01.1976
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BRITISH GAS ASSESSOR (NVQ Level 3)
Skills
- Customer Satisfaction & Retention
- Phone Etiquette
- Complaint Resolution
- Organisation
- Multi-tasking
- Sales Strategies
- Transparent Communications
- Positive attitude
- Friendly demeanour
- Cross Functional Collaboration
- Continuous Process Improvement
- Communicating with customers
Volunteering
Vaccine Centre 03/01/21-01/10/21-Performed general customer service duties: marshalling the car park, welcoming people and advising them where to go etc.
Timeline
Door Person
Fenwick
10.2021 - Current
Customer Assistant (Part-Time)
MARKS & SPENCER
10.2019 - 02.2021
National Technical Support Engineer (Remote)
BRITISH GAS UK
10.2017 - 09.2019
Electrical Service Engineer
BRITISH GAS UK
06.2003 - 10.2017
Senior Service Engineer
HOTPOINT LIMITED UK
01.1987 - 01.2003
CSE’s: English, Mathematics, Science, Geography, History, Technical Drawing, Art and Rural Studies -
THE KING EDWARD VI HIGH SCHOOL
01.1974 - 01.1976
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BRITISH GAS ASSESSOR (NVQ Level 3)
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