Languages - German, Spanish and Italian - Basic Level
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
08.2015 - 05.2016
Nationals -
08.2014 - 05.2015
B in National 5 Administration
National 4 Maths & English
C in National 5 Drama
Higher - Computing
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
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