Jamie Summerton
Dundee
Summary
Experienced customer service professional with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in providing help and advice to customers, communicating courteously across various channels, and resolving complex issues. Expertise in issuing refunds, maintaining accurate records, and producing written information using computer software. Committed to continuous learning about organisational products and services.
Offering strong skills in communication, problem-solving, and team leadership. Knowledgeable about customer service principles and providing positive customer relationships.
Overview
10
10
years of post-secondary education
17
17
years of professional experience
Work history
Sales Advisor
British Telecom
Dundee
2019.11 - Current
- Assisted customers by providing knowledgeable support on specialist products during phone interactions.
- Key Responsibilities
- Ensured adherence to high company standards while delivering customer service.
- Offering friendly and approachable assistance while ensuring company policies are met.
- Meeting and achieving KPIs, exceeding targets and expectations by going going above and beyond and remaining motivated.
- Adapted to new products and changes, maintaining high performance levels in a dynamic environment.
- Collaborated with the marketing team for successful product launches.
- Participated in team meetings contributing valuable ideas for sales improvement.
Drone Operator – Post Processor
Rising View Drone Video and Photography
2019.02 - 2020.01
- Initially employed as an observer to maintain a secure location while pilot was in operation, Progressed to become a qualified Drone Observer and then moved on to flying and operating the drone itself. Trained on file management and how to operate editing packages such as Adobe. Worked directly with Rolex, Universal Studios, Discovery Channel and Channel 4 for footage to be used on adverts and or episodes.
- Conducted regular equipment checks for optimal operational conditions.
- Upheld all health and safety regulations for risk reduction.
Operation Support Executive
Tesco Customer Engagement Centre
2018.03 - 2018.09
- Employed to provide exceptional customer service and frontline support to our CSMs with the help of various tools and methods, refunds and general customer enquiries. The job also involved pulling daily reports and informing my team leaders and floor managers. Acted as a voice of the customer to coach and influence change within our business.
- Implemented creative solutions to enhance organisational processes.
- Streamlined operations by integrating latest technology solutions in daily tasks.
Customer Service/Warehouse Operator
Collinson Ceramics
2016.01 - 2018.01
- Operated as a warehouse operator, taking in deliveries and sorting stock. Trained to handle customer interactions and provide services that met customer requirements. Worked both in a team and independently.
Customer Service/Auto Fitter
Halfords
Dundee
2016.04 - 2016.09
- Employed as an auto fitter to provide customers with help and advice when fitting bulbs, wipers, batteries, child seats and roof boxes. Working with customers on the shop floor and also as a team.
- Performed preventative maintenance tasks reducing machine downtime significantly.
- Repaired complex machinery by following precise technical diagrams.
- Adapted quickly to new procedures, ensuring continuity of operations.
Customer Service Manager
3000RPM
Dundee
2010.01 - 2016.01
- Managed administrative functions as Customer Service Manager, overseeing 15 front and back of house staff, including staff rotas, training, wages and commissions.
- Oversaw daily operations, ensuring optimal performance.
- Conducted regular meetings for transparent communication.
- Identified and implemented strategies to enhance operational efficiency. by identifying areas of improvement.
Education
SVQ 3 Retail (Sales professional) SCQF Level 6 -
3000RPM
Dundee, Dundee City 2010.01 - 2016.01
Standard Grades - Maths, English, French, Modern Studies, Technological studies, Craft &Design
Morgan Academy
Dundee 2006.01 - 2010.01
Skills
- Providing help and advice to customers using your organisation's products or services;
- Communicating courteously with customers by telephone, email, letter and face to face;
- Problem resolution
- Refund processing
- Keeping accurate records of discussions or correspondence with customers;
- Producing written information for customers, often involving use of computer packages/software;
- Improving customer service procedures, policies and standards for your organisation or department;
- Meeting with other managers to discuss possible improvements to customer service;
- Training staff to deliver a high standard of customer service;
- Leading or supervising a team of customer service staff;
- Learning about your organisation's products or services and keeping up to date with changes;
- Being involved in staff recruitment and appraisals;
References
Available on request
Additional information
I was currently diagnosed with Epilepsy 2017 and have now been seizure free for 4.5 years
Timeline
Sales Advisor
British Telecom
2019.11 - Current
Drone Operator – Post Processor
Rising View Drone Video and Photography
2019.02 - 2020.01
Operation Support Executive
Tesco Customer Engagement Centre
2018.03 - 2018.09
Customer Service/Auto Fitter
Halfords
2016.04 - 2016.09
Customer Service/Warehouse Operator
Collinson Ceramics
2016.01 - 2018.01
SVQ 3 Retail (Sales professional) SCQF Level 6 -
3000RPM
2010.01 - 2016.01
Customer Service Manager
3000RPM
2010.01 - 2016.01
Standard Grades - Maths, English, French, Modern Studies, Technological studies, Craft &Design
Morgan Academy
2006.01 - 2010.01