JACK WALLEY
Stoke-on-Trent,Staffordshire
Summary
Accomplished professional with expertise in customer service and complaint resolution, adept at providing face-to-face, phone, email, and social media support. Skilled in technical support and troubleshooting, with a strong background in case and escalation management. Proven ability to drive sales and upselling while effectively utilising CRM and case management systems. Demonstrates exceptional team collaboration, communication, and problem-solving skills. Experienced in KPI and SLA management, with a track record of successful project coordination. Committed to enhancing customer satisfaction and operational efficiency through strategic initiatives.
Overview
11
11
years of professional experience
Work history
Senior Customer Service Advisor
TMT First
, Stoke-on-Trent
07.2020 - 05.2026
- Manage Samsung repair and warranty cases from booking through to completion while maintaining excellent customer satisfaction.
- Communicate with customers through face-to-face interaction, phone, email, and social media support channels.
- Assist customers with technical queries, warranty issues, quotations, and repair tracking.
- Liaise directly with Samsung regarding escalated cases, approvals, and customer resolutions.
- Maintain accurate records while consistently meeting KPIs and service level agreements.
Customer Service Advisor
EE
12.2017 - 03.2020
- Sold and upgraded mobile contracts within a target-driven retail environment.
- Delivered excellent face-to-face and phone-based customer service.
- Resolved customer complaints effectively to improve retention and satisfaction.
- Advised customers on products, tariffs, and competitor offerings.
Guest Service Agent
Odeon Cinemas
03.2017 - 12.2017
- Delivered front-of-house customer service in a busy cinema environment.
- Assisted customers face-to-face with bookings, enquiries, and complaints.
- Processed customer transactions accurately and efficiently.
Supervisor
Spar
01.2015 - 01.2016
- Supervised day-to-day store operations and supported team performance.
- Assisted with scheduling, stock control, and cash handling responsibilities.
- Helped train staff members while maintaining high customer service standards.
Education
GCSE -
Blurton High School
Stoke-on-TrentSkills
- Customer Service & Complaint Resolution
- Face-to-Face, Phone, Email & Social Media Support
- Technical Support & Troubleshooting
- Case & Escalation Management
- Sales & Upselling
- CRM & Case Management Systems
- Team Collaboration
- Communication & Problem Solving
- KPI & SLA Management
- Project coordinating
Timeline
Senior Customer Service Advisor
TMT First
07.2020 - 05.2026
Customer Service Advisor
EE
12.2017 - 03.2020
Guest Service Agent
Odeon Cinemas
03.2017 - 12.2017
Supervisor
Spar
01.2015 - 01.2016
GCSE -
Blurton High School