James Coghlan
Manchester,Lancashire
Summary
Dedicated and experienced Senior Customer Service Advisor with over five years in the industry. Proven track record of managing a team of up to 15 advisors, maintaining high standards of customer satisfaction, and performing regular quality checks. Exceptional interpersonal and communication skills, with a passion for mentoring and developing team members to their full potential. Committed to delivering excellent service and enhancing customer experience.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Senior customer service Advisor
JD Sports Fashion PLC
Greater Manchester, Lancashire
11.2019 - 04.2025
- Lead and manage a team of 15 customer service advisors, ensuring high performance and adherence to company standards.
- Conduct weekly quality assessments of team members' output to uphold service excellence and compliance with established protocols.
- Developed training programmes and provided ongoing support to team members, fostering a culture of continuous improvement.
- Address and resolve complex customer inquiries and escalated complaints, ensuring timely and effective solutions.
- Collaborate with management and the Quality Team to develop and implement strategies aimed at reducing the team's Average Handling Time and enhancing overall customer satisfaction.
McDonald's Crew Member
Macdonald's
Manchester, Lancashire
01.2017 - 06.2019
- Ensured customer satisfaction through prompt resolution of complaints or issues.
- Delivered exceptional service to customers by accurately taking orders and promptly serving food.
- Adapted swiftly to new tasks when required, demonstrating flexibility within the role.
- Kept calm under pressure during busy periods, maintaining quality service.
- Strived for continuous improvement by taking on board feedback from supervisors.
- Managed time effectively to fulfil numerous orders simultaneously.
Education
BTEC Level 3 Nationals AAQ - Public Services
College of Bury
Manchester 09.2017 - 07.2019
GCSEs -
Castlebrook High School
Manchester 09.2012 - 07.2017
Skills
- Active Listening
- Advanced Communication Skills
- Empathy
- Adaptability
- Product Knowledge
- Time Management
- Positive Attitude
- Conflict Resolution
- Patience
- Problem Solving Skills
Timeline
Senior customer service Advisor
JD Sports Fashion PLC
11.2019 - 04.2025
BTEC Level 3 Nationals AAQ - Public Services
College of Bury
09.2017 - 07.2019
McDonald's Crew Member
Macdonald's
01.2017 - 06.2019
GCSEs -
Castlebrook High School
09.2012 - 07.2017
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