Summary
Overview
Work history
Education
Skills
Volunteering
Timeline
Generic

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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IAN NICKLEN