Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Timeline
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Jack Livingstone

Nettleham,Lincolnshire

Summary

Experienced Team Manager with over 6 years in the Customer Service industry. Excellent reputation for resolving problems and improving customer satisfaction. Offers a flexible schedule to deliver on team goals. An energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.


Overview

7
7
years of professional experience
5
5
years of post-secondary education

Work history

Team manager

First Customer Contact Ltd
Sheffield, South Yorkshire
08.2021 - Current
  • Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
  • Streamlined operations, leading to increased team performance.
  • Provided consistent leadership to maintain high levels of team performance and satisfaction.
  • Fostered a positive work environment through effective communication and conflict resolution tactics.
  • Encouraged open dialogue amongst employees for better problem-solving ability.
  • Managing SLA & KPI targets to adhere to business requirements, leading to increased efficiency.
  • Working with clients and customers to provide positive outcomes - de-escalating any concerns.
  • Conducting trials and analysing data to understand root cause and developing process improvements in line with this. - CSAT Improvement Trial.
  • Delegated responsibilities efficiently amongst team members.
  • Developed action plans for continuous process improvement initiatives.
  • Prioritised workload effectively, resulting in timely completion of tasks.
  • Completing probationary reviews, one to ones, coaching and disciplinary hearings.
  • Extensive knowledge in Salesforce.
  • Boosted morale by recognising and rewarding exceptional work.

Customer service advisor

First Customer Contact Ltd
Sheffield, South Yorkshire
09.2020 - 08.2021
  • Enhanced brand loyalty, provided excellent service at all times.
  • Improved customer satisfaction by promptly addressing queries and complaints - effective communication.
  • Built rapport with clients through empathetic handling of concerns.
  • Resolved pressing customer issues, ensured repeat business.
  • Showing empathy and understanding whilst communicating with customers and building rapport with them.
  • Using quality frameworks provided to assess work independently and achieve low rejection rates.
  • Working within specific time frames in line with targets set by the business to meet client forecasts.
  • Proven ability to work under pressure to specific deadlines without compromising quality of output.

Teller/Admin Assistant

Ballymena Causeway Credit Union
Ballymena, Mid and East Antrim
02.2019 - 09.2020
  • Resolved customer complaints swiftly, improved overall customer experience.
  • Escalated complex issues to management in a timely manner for prompt resolution.
  • Adapted quickly to new banking software and technologies, enhanced productivity.
  • Streamlined queue management during busy periods, improved customer waiting times.
  • Managed daily cash transactions for efficient customer service.
  • Built strong customer relationships to foster loyalty and repeat business.
  • Ensured accurate financial records by meticulous record keeping.
  • Organised and stocked teller areas to maintain readiness for daily customer flows.
  • Trained new tellers in processes and procedures, mentoring through learning period and answering questions.
  • Completed accurate, high-volume money counts via both manual and machine-driven approaches.
  • Opened new accounts and explained featured benefits and monthly fees.

Education

Bachelor of Arts - Business

University of Ulster
Belfast
09.2017 - 08.2019

A-Levels - Business Studies, History & Sports Studies

Cambridge House Grammar School
Ballymena, Mid and East Antrim
09.2014 - 06.2016

GCSEs - Business Studies, Biology, Chemistry & Physics, English, French, History, Maths & Statistics

Cambridge House Grammar School
Ballymena, Mid and East Antrim
09.2012 - 06.2014

Skills

  • Decision making precision
  • IT systems knowledge
  • Performance metrics
  • Change implementation
  • Customer relationship building
  • Data analysis
  • Resilient mentality
  • Staff motivation
  • Technical reporting
  • Software proficiency
  • Knowledge of HR policies
  • Customer relationship management
  • Time efficiency
  • Team Leadership

Affiliations

  • Football
  • Running
  • Travelling

Accomplishments

Complaints Team of the Year Nominee - UKCCF Awards

Team Manager of the Year - FCC

Timeline

Team manager

First Customer Contact Ltd
08.2021 - Current

Customer service advisor

First Customer Contact Ltd
09.2020 - 08.2021

Teller/Admin Assistant

Ballymena Causeway Credit Union
02.2019 - 09.2020

Bachelor of Arts - Business

University of Ulster
09.2017 - 08.2019

A-Levels - Business Studies, History & Sports Studies

Cambridge House Grammar School
09.2014 - 06.2016

GCSEs - Business Studies, Biology, Chemistry & Physics, English, French, History, Maths & Statistics

Cambridge House Grammar School
09.2012 - 06.2014

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Jack Livingstone