Jamie Abbs
Durham
Summary
Customer Service, Sales & Admin Professional with over three years of experience in delivering exceptional service and support. Demonstrating outstanding verbal and written communication skills, adept at handling objections and resolving queries efficiently. Proficient in call centre operations, CRM systems, and data entry, ensuring accuracy and precision in all tasks. Skilled in MS Office applications including Outlook, Word, Excel, and Teams. Known for a positive attitude and empathetic approach to customer interactions. Committed to confidentiality and GDPR compliance while managing sensitive information. Career goals include advancing expertise in customer relations and sales strategies to drive business success.
Overview
3
3
years of professional experience
Work history
Administration Officer (Hybrid - FTC)
DfE - (on behalf of Brook Street)
Darlington
2026.02 - 2026.04
- Providing high quality administration and customer service support to both internal and external stakeholders, including Local Authorities and Schools.
- Acting as first point of contact handling incoming and outgoing telephone calls.
- Processing Service Request Forms (SR Forms).
- Delivering efficient, customer-focused Service Desk support, in line with Data Operations and Departmental standards.
- Ensuring service delivery meets performance indicators, SLA’s and complies with Data Protection and GDPR.
- Collecting and processing complex survey returns, analysing source of data errors and contacting relevant data providers in obtaining accurate information.
Customer Service Advisor (WFH)
HMRC (on behalf of Brook Street)
, Durham
2025.02 - 2025.12
- Working to targets, within fast-paced environment, managing multiple complex customer queries by telephone and email, regarding shortfalls in National Insurance Contributions.
- Resolving or escalating issues, updating HMRC systems and handling customer data sensitively.
- Processing 35+ inbound calls daily.
QA Administrator (Fixed Term Contract)
DfE Dept for Education on behalf of Capita-Darlington
Darlington
2025.04 - 2025.07
- Investigating, identifying and resolving various work stream exceptions of written Test Scripts.
- Returning resolved test scripts for onward processing, or routing to alternative teams.
- Maintain accurate records of all QA activities for easy reference and retrieval.
- Provided prompt resolution of queries raised by operators, related to quality issues.
Customer Support Agent (WFH)
DWP (on behalf of Teleperformance)
, Durham
2024.09 - 2024.12
- Conducting call interviews and managing multiple caseloads, varying by type & stage, through structured review process.
- Navigating multiple systems, retaining relevant information in evidence files and recording progression of caseloads.
- Handling 50+ cases weekly.
Retail Team Leader
Iceland
Bishop Auckland, Durham
2024.03 - 2024.05
- First point of contact, taking ownership, resolving customer queries and complaints.
- Promoting positive customer-centred experiences and building strong rapport.
- Recommending and locating products, whilst implementing sales strategies to meet KPI’s and boost store growth.
Retail sales supervisor
James Hall & Co (Spar)
Shildon, Durham
2023.08 - 2024.01
- Exceeding expectation, providing positive, customer-centred experiences and promoting loyalty.
- Engaging with customers, maximising sales, promoting products, generating interest, managing face to face queries/complaints and building rapport.
- Improved customer satisfaction by providing excellent service and promptly resolving complaints.
- Trained new staff members for improved productivity and efficiency in operations.
Education
Business Administration - NVQ Level 2
OCR
LeicesterLevel 2 Adult Literacy Certification - Adult English Literacy
City & Guilds of London Institute
England NVQ Level 2 - Warehousing and Storage
Pearson
England Skills
- Customer Service, Sales & Admin Professional 3 yrs
- Highly Motivated, Resilient & Pragmatic
- Naturally Positive, Helpful & Empathetic
- Call Centre, CRM, Database and Data Entry
- Outstanding verbal & written communication skills
- MS Office - Outlook, Word, Excel, Teams
- Customer Facing & First Point of Contact
- Objection Handling & Query Resolution
- Up & Cross Selling
- Accuracy & Precision Time-Management
- Confidentiality, Sensitivity & GDPR trained
Historical Service and Sales Roles:
- BlueSunTree - Warehouse and Retail Supervisor - Leicester
- British Gas Homemovers - CSA and Up/Cross Sales - Leicester
- Viking Direct - CSA and Sales - Leicester
Timeline
Administration Officer (Hybrid - FTC)
DfE - (on behalf of Brook Street)
2026.02 - 2026.04
QA Administrator (Fixed Term Contract)
DfE Dept for Education on behalf of Capita-Darlington
2025.04 - 2025.07
Customer Service Advisor (WFH)
HMRC (on behalf of Brook Street)
2025.02 - 2025.12
Customer Support Agent (WFH)
DWP (on behalf of Teleperformance)
2024.09 - 2024.12
Retail Team Leader
Iceland
2024.03 - 2024.05
Retail sales supervisor
James Hall & Co (Spar)
2023.08 - 2024.01
Business Administration - NVQ Level 2
OCR
Level 2 Adult Literacy Certification - Adult English Literacy
City & Guilds of London Institute
NVQ Level 2 - Warehousing and Storage
Pearson