John Harris

Promoted internally following consistently strong performance. Alongside day-to-day customer service duties, I took on additional responsibilities to support the wider team. For Example:

• Provided day-to-day support to the Team Leader and Manager, acting as a trusted escalation point and helping maintain service levels during peak periods.
• Supported the onboarding and training of new starters by creating tailored training plans and mentoring them through their first weeks
• Managed high-risk and sensitive accounts, focusing on customer retention and maintaining strong one-to-one relationships
• Monitored shared inboxes and communication channels, identifying potential SLA risks and escalating where necessary

My main role involves acting as the first point of contact for customer service queries, consistently delivering high levels of service with a strong customer-centric approach. I am responsible for managing my own performance to meet SLA and quality metrics, while also contributing to team targets and overall team success. During this time, I developed strong relationship-building skills and demonstrated the ability to perform well under pressure in a fast-paced environment.