Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
Interests
Timeline
John Douglas

John Douglas

Passionate Hobbist Developer
Hamilton

Summary

Detail-oriented professional with experience in data management, operational workflows, and customer support in fast-paced environments. Passionate about software development, with hands-on experience building websites and applications using Node.js, React, Python, and HTML, and strong problem-solving skills. Quick to learn new systems and apply technical solutions effectively.

Overview

10
10
years of professional experience
2
2
years of post-secondary education

Work History

Customer Financial Services Representative

Arvato LTD
10.2023 - Current
  • Educated customers on available products and services, taking into account the customer's needs and wants.
  • Conducted thorough research to resolve complex billing issues, preventing escalations and ensuring accurate resolutions.
  • Guided customers through the refinance process as a member of a dedicated refinance team.
  • Time management was important in this role, I had to ensure I was getting the relevant tasks into SLA by the end of the work day
  • Working with complex systems to enter accurate data in a highly regulated environment where precision is essential.
  • Managed customer agreements and ensured all documentation was accurate, complete, and up to date.
    Prepared, reviewed, and processed financial agreements in line with internal policies.
  • Maintained strict confidentiality and handled sensitive customer and financial data responsibly.

Onboarding Team Member

HGS Ltd
10.2021 - 10.2023
  • HGS is a company that deals with outsourcing customer service agents for various client contracts
  • For example, clients include UKHSA, NHS, L’Oréal, Birdseye, Shell (Broadband)
  • During my time with HGSUK LTD, I initially worked for an agency on behalf of NHS 119 England Campaign handling queries in relation to the vaccinations from citizens
  • I would be dealing with different people every call and would have to tailor my approach and attitude accordingly, ensuring my level of service was excellent
  • I had to use systems such as customer relationship management software to accurately enter customer data ensuring I'm logging things according to the processes
  • In January of 2022 the company was looking for people to work within the Onboarding team
  • I applied for the position and was successful
  • This was mostly based on my technical I.T skills as the company uses an external ICT service desk which unfortunately doesn't have the best of processes
  • Everyday within this job is different, below are a few of the different responsibilities and tasks I undertake daily;
  • In-depth MS Excel use (Reporting, Trend Analysis, XLookup, Creating and maintained sheets and complex formulas for end user editing, cleaning up data to present to teams)
  • Ad-hoc reporting (Employee specific)
  • Managing operational challenges in relation to IT systems when staff come onboard, we need to ensure they are set-up properly on the systems this means liaising with IT Service Desk to build their profiles, setup client systems
  • Rolling out to the agents on meeting calls how to setup the system for first time use
  • Creating Guides on the IT processes (MS Word)
  • Helped me to understand the end user's journey and what operational challenges occur at this level
  • We also are an intermediary step before IT for one of the campaigns dealing with hundreds of agents’ system issues, The team manage IT issues inbox for the UKHSA agents
  • This meant I directly dealt with real world end user issues; from the way they are set-up in the system to common user error fixes
  • I've created quick reference guides for users in order to avoid common pitfalls when UAT (User Acceptance Testing)
  • We craft the communication via strategically managed welcome emails and set up emails for all the different clients
  • Chasing deliveries and liaising with couriers
  • Managing my own time effectively
  • Recently I was given the opportunity to be seconded to the Recruitment Team in order to conduct interviews for customer service-based roles within the NHS campaign
  • This opportunity has given me the experience to identify well suited candidates to specific roles and undertake their interviews
  • Through asking scenario-based questions and judging the response against criteria to assess the level of customer service proficiency.

Operational Support Officer

City FM
Glasgow
03.2021 - 08.2021
  • Managed and maintained accurate workforce and payroll datasets using Excel, ensuring high data integrity across multiple inputs.
  • Built and enhanced advanced spreadsheets using functions such as VLOOKUP to structure, validate, and transform large data sets into user-friendly formats.
  • Generated internal reporting and absence tracking outputs, supporting operational decision-making through reliable data processing.
  • Applied data manipulation techniques to extract meaningful insights and proactively identify potential business or operational issues.
  • Investigated and resolved data discrepancies efficiently, ensuring accurate outputs and preventing downstream errors.
  • Collaborated with employees and cross-functional teams to gather requirements and address sensitive pay-related queries with professionalism.
  • Worked within strict SLAs and deadlines, managing time-critical workflows across multiple UK locations.
  • Demonstrated strong attention to detail and a quality-focused approach when handling complex, regulated data processes.
  • Took full ownership of assigned responsibilities, independently prioritising workload to meet recurring payroll run deadlines.
  • Developed transferable technical skills in structured data handling, process improvement, and systems-based problem solving relevant to software development.
















Production Operative

Manpower
Motherwell
11.2020 - 02.2021
  • Worked in a factory producing PPE masks for the NHS, supporting essential healthcare supply during a critical period.
  • Gained hands-on experience in a fast-paced production and manufacturing environment, developing practical skills alongside a strong attention to detail.
  • Assisted with preparing pallets for shipment, ensuring production orders were organised correctly and ready for delivery.
  • Supported basic logistics processes by coordinating with couriers and helping ensure goods were dispatched efficiently.
  • Trained in operating production machinery, including Branson equipment, and learned key stages involved in the manufacture of FFP2 medical masks.
  • Quickly learned multiple areas of the production process and worked to meet required performance and quality standards.
  • Demonstrated a positive attitude toward feedback and continuous improvement in day-to-day work.

Call Centre Advisor

John Lewis Partnership
Hamilton
08.2016 - 12.2020
  • Worked in the Omni Supplier Orders department, supporting suppliers and customers with product orders and delivery enquiries.
  • Managed customer complaints and service issues professionally, ensuring queries were resolved efficiently and empathetically.
  • Consistently achieved weekly performance targets and maintained a high standard of service under strict deadlines.
  • Handled delivery failures and difficult situations, using conflict resolution training to provide calm and effective support.
  • Liaised with couriers and internal teams to coordinate solutions and ensure customers received accurate updates.
  • Took ownership of multiple cases at once, managing workload independently while working within assigned service level timeframes.
  • Used structured organisation methods (notes, prioritisation) to ensure urgent operational issues were addressed first.
  • Moved into the Customer Delivery Resolution team, dealing with complex and sensitive delivery complaints requiring strong problem-solving and customer care.
  • Demonstrated flexibility and accountability by finding practical solutions while maintaining a customer-focused approach.
  • Supported and trained new team members, helping them build confidence and understand processes across the department.
  • Gained experience across several customer service and back-office teams, developing a full understanding of the customer journey from order to resolution.
  • Quickly learned and worked with a range of retail and case management systems, supported by a strong background in ICT.

Education

HNC - Computing, Computing Science

New College Lanarkshire
08.2015 - 05.2016

Nationals -

Hamilton Grammar School, Hamilton
08.2014 - 05.2015

B in National 5 Administration

National 4 Maths & English

C in National 5 Drama

Higher - Computing

Hamilton Grammar
08.2014 - 05.2015

Skills

JavaScript (Less than 1 year)Microsoft Office (3 years)

CSS (1 year)

HTML5 (1 year)

Git (1 year)

Technology (5 years)

Additional Information

  • Willing to relocate to: London - Glasgow - Edinburgh

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Languages - German, Spanish and Italian - Basic Level

Timeline

Customer Financial Services Representative - Arvato LTD
10.2023 - Current
Onboarding Team Member - HGS Ltd
10.2021 - 10.2023
Operational Support Officer - City FM
03.2021 - 08.2021
Production Operative - Manpower
11.2020 - 02.2021
Call Centre Advisor - John Lewis Partnership
08.2016 - 12.2020
New College Lanarkshire - HNC, Computing, Computing Science
08.2015 - 05.2016
Hamilton Grammar School - Nationals,
08.2014 - 05.2015
Hamilton Grammar - Higher, Computing
08.2014 - 05.2015
John DouglasPassionate Hobbist Developer