Italo Gomes

First point of contact for business customers, delivering high-quality support across billing, order processing, technical support, account management, airtime enquiries, and reporting. Responsible for building long-term customer relationships, resolving issues efficiently, and ensuring a high standard of service at all times.

Key Responsibilities & Achievements

• Delivered high-quality support to a portfolio of business customers, consistently meeting performance and customer satisfaction targets.
• Resolved complex billing, account management, and technical enquiries, driving positive customer outcomes.
• Produced customer reports and supported monthly business reviews.
• Identified customer needs and provided tailored solutions, managing escalations where required.
• Maintained accurate customer records, account information, and contract documentation.
• Handled customer complaints professionally, ensuring timely and effective resolution.
• Played a key role in a large-scale migration project, supporting the successful migration of thousands of legacy business mobile connections to a new EE/BT platform.
• Configured and managed EE Mobile Manager accounts, ensuring solutions met customer business requirements.
• Supported device replacement programmes, including building, provisioning, and configuring mobile phones and tablets for business customers.
• Provided guidance to colleagues through knowledge sharing, process support, and day-to-day assistance.

· Provided tailored motor insurance solutions by identifying customer needs and recommending appropriate products.

· Delivered excellent customer service while managing policy enquiries, renewals, and quotations.

· Worked in a fast-paced sales environment, developing strong communication, administration, and organisational skills.

· Managed customer callbacks, maintained accurate records, and handled complaints professionally, including supporting vulnerable customers.

· Built confidence using multiple software systems while ensuring a positive customer experience.

· Contacted homeowners to discuss solar panel and boiler scheme solutions, explaining product benefits and assessing customer suitability.

· Developed strong communication and relationship-building skills through high-volume outbound customer engagement.

· Scheduled customer assessments and managed call transfers to relevant teams, ensuring a smooth customer journey.

· Built confidence in objection handling, negotiation, and maintaining professionalism when responding to customer concerns.

· Consistently worked towards sales targets while delivering a positive customer experience

• Worked in a fast-paced warehouse environment, ensuring customer orders were processed accurately and dispatched on time.
• Followed strict health and safety procedures, contributing to a safe working environment for colleagues.
• Picked, packed, and prepared customer orders, ensuring all items and documentation were accurate prior to dispatch.
• Developed strong time management, attention to detail, and teamwork skills while working night shifts in a high-volume operation.
• Adapted quickly to changing workloads and maintained productivity during peak trading periods.

• While working at JD I developed my knowledge in retail by helping costumers in need, giving advice about the products, resolving customer issues, pre selling by persuading customers to purchase items, working under pressure, good sense of timing and keep the shop floor tidy.