Jack McGonagle
Clydebank,West Dunbartonshire
Summary
Dedicated Customer Service representative with experience leading teams and carrying out appropriate training for office systems and processes. Energetic self starter able to thrive in high stress situations. Demonstrates strong attention to detail and fast paced learning.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work history
Customer Sales Advisor
Sky UK
Glasgow, Glasgow City
11.2024 - 03.2025
- Handled customer complaints for swift resolution.
- Successfully upsold additional products, enhancing overall customer experience.
- Met weekly targets for renewing existing customer deals.
Team Leader/ Customer Service
Together Energy
Clydebank, West Dunbartonshire
11.2018 - 04.2022
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Established and supervised email specific team that cleared backlog of 20,000 emails following takeover of defunct energy company.
- Managed over 100 calls per day during peak call queues.
- Handled all on call billing requests for customer service department to ensure timescales were met for billing complaints.
- Overseen team of interns hired by Strathclyde University to handle complaints, calls and emails.
- Experience working in billing, back office, admin, complaints and customer service teams.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
Education
Higher National Diploma - Business
City of Glasgow College
Glasgow 08.2023 - 06.2024
Certificate of Higher Education - Business
City of Glasgow College
Glasgow 08.2022 - 06.2023
SCQF level 6 - Business and Administration
SQA qualification earned through street league
Glasgow10.2021
SCQF Level 5 - Business and Administration
SQA qualification earned through street league
Glasgow, Glasgow City03.2020
National 5 - English, Physical education
St Peter the Apostle High School
Clydebank, West Dunbartonshire08.2017
Skills
- Customer complaint handling
- Customer relationship management
- Process improvement
- Initiative
- Practised problem solver
- CRM knowledge of Salesforce
- Active listening
- Team Leadership
- Microsoft teams
- Microsoft office
Accomplishments
- Collaborated with technical specialist team in the development of new email system by testing beta models and providing mine and others feedback upon initial launch to help develop it further.
- Carried out extensive training to all staff for new billing system to allow proper transition.
- Supervised team of 15 staff members.
References
References can be provided upon request.
Timeline
Customer Sales Advisor
Sky UK
11.2024 - 03.2025
Higher National Diploma - Business
City of Glasgow College
08.2023 - 06.2024
Certificate of Higher Education - Business
City of Glasgow College
08.2022 - 06.2023
Team Leader/ Customer Service
Together Energy
11.2018 - 04.2022
SCQF level 6 - Business and Administration
SQA qualification earned through street league
SCQF Level 5 - Business and Administration
SQA qualification earned through street league
National 5 - English, Physical education
St Peter the Apostle High School
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