James Wright
Leicester,Leicester
Summary
Senior Customer Service Representative with extensive experience in managing complex queries and high-volume calls, ensuring high-quality service and KPI attainment. Proven track record in cultivating strong client relationships, leading team meetings to drive continuous improvement, and implementing training plans to enhance service delivery. My other main experience comes from squash coaching at different levels which I have been doing for around 15 years now. I was Head squash coach at Leicester squash club for a number of years and ran a club shop for members, alongside restringing squash & racquetball rackets
Overview
14
14
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Whitwick and Coalville Head squash coach
Self Employed Role
Whitwick
01.2015 - Current
- Coached squash and racketball to members in individual and group sessions every Sunday morning and afternoon, fostering skill development and teamwork.
- Maintained current knowledge of sports psychology, nutrition, and sports science to enhance coaching effectiveness and athlete performance.
- Established strong media and community relationships to support sports programme, increasing visibility and engagement within the local community.
- Fostered relationships with local and national sports organisations, enhancing opportunities for team development and exposure.
Senior Customer Service Representative
Bellrock Facilities Management
Leicester, Leicester
03.2021 - 09.2025
- Handled complex queries, providing high quality, accurate service within stated timescales.
- Managed day to day resourcing and team performance to provide high-quality service and KPI attainment.
- Managed high-volume calls to resolve customer queries efficiently.
- Responded to enquiries via by telephone, e-mail or web chat within the agreed SLAs.
- Cultivated strong client relationships through prompt and accurate service responses.
- Monitored email to promptly collect and respond to complaints.
- Led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.
- Developed and implemented training plans, coaching team members to enhance service delivery.
- Built rapport with customers through courteous and professional communications.
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
Customer Service Representative
Bellrock Facilities Management
Leicester, Leicester
08.2017 - 01.2020
- Maximised customer satisfaction by resolving service issues promptly.
- Resolved customer service enquiries efficiently, ensuring satisfaction and accuracy.
- Managed escalation of complex customer issues, facilitating timely resolutions that strengthened client retention.
- Guided customers through product-related questions, feedback, and complaints, enhancing overall service experience.
- Negotiated with suppliers to resolve product issues on behalf of customers, securing replacements or refunds.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Engaged in continuous professional development to stay abreast of industry best practices and emerging customer service technologies.
Head Squash Coach
Leicester Squash Club
Leicester
02.2012 - 05.2019
- Providing individual lessons and group lessons to members
- Running club night every friday evening for members
- Restringing members squash & racquetball rackets
- Running & playing the men's first team in leicestershire league
- Organising monthly events/tournaments for members
- Running internal club leagues for members
- Overseeing/running of the club pro shop for members
- Build athlete confidence through motivation and encouragement strategies.
- Adapted training to needs and interests of group or individual participants.
- Helped players overcome skill barriers through assessments and goal setting.
- Kept supplies, equipment and facilities in good order for team use.
- Developed specific training and exercise programmes to meet individual requirements and team play strategies.
- Improved performance through regular evaluation and providing constructive feedback.
- Organised and oversaw regular practice sessions, ensuring optimal preparation for upcoming competitions and matches.
Education
GCSEs -
Countesthorpe College
Leicester 01.1997 - 01.1998
Skills
- Customer relationship management
- Performance management
- Team leadership
- Conflict resolution
- Data analysis
- Service recovery
- Active listening
- Adaptive problem solving
- Client retention strategies
- Effective communication
- Patient attitude
- Proactive attitude
- Performance analysis
- Customer service expert
Certification
- I am a UKCC England squash level two qualified squash coach and coach squash on an individual basis every sunday.
I played squash to a high level as a junior and represented England at several age groups & won a bronze medal at the world junior championships in Islamabad, Pakistan in 20
Hobbies and interests
- I am a huge sports fan and travel on a regaular basis to watch squash tournaments all over Europe.
- I love travel and have lived in France in my early twetnties, where i played squash Professionally.
Accomplishments
- Improved supplier reviews by successfully handling customer complaints and implementing monthly staff training.
- Recognised by management for internal projects delivering outstanding customer service.
- Advanced from junior customer service to senior customer service advisor quickly as result of targets hit.
- Represented England at the world Junior Championships in Islamabad, Pakistan, earning a bronze medal in 2004
- Played at an international Level at Junior squash and regular invites to England men's squash training to play alongside players in top 20 in the world
- UKCC Level two England squash qualified coach
Timeline
Senior Customer Service Representative
Bellrock Facilities Management
03.2021 - 09.2025
Customer Service Representative
Bellrock Facilities Management
08.2017 - 01.2020
Whitwick and Coalville Head squash coach
Self Employed Role
01.2015 - Current
Head Squash Coach
Leicester Squash Club
02.2012 - 05.2019
GCSEs -
Countesthorpe College
01.1997 - 01.1998