JOHN NINAN
Salford
Summary
Experienced and performance-driven leader with a strong background in service delivery, customer operations, team management, and logistics coordination. Proven ability to manage large, multi-skilled teams across various operational functions, resolve escalations, and maintain high levels of customer satisfaction. Skilled in resource planning, KPI tracking, and coaching team leads to deliver consistently excellent results. Adept at driving cross-department collaboration, with a passion for continuous improvement and fostering an inclusive, high-performing culture.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Advisor
Sky UK Ltd
Stockport, UK
2024.01 - 2025.04
- Support the management of contact centre operations with 60+ team members, driving performance and customer satisfaction.
- Act as a key escalation point for complex queries, ensuring timely resolution and root cause identification.
- Assist in staff onboarding and mentoring, providing early coaching and performance support.
- Collaborate with internal departments to resolve delays and maintain service timelines across channels.
- Monitor KPIs and report on trends, identifying opportunities for improved resource utilisation.
- Maintain CRM records and audit trail accuracy, supporting operational transparency and compliance.
Sales Assistant
Sports Direct
Altrincham, UK
2022.08 - 2023.12
- Delivered exceptional customer service and supported store operations during peak trade periods.
- Drove engagement with promotions, contributing to a 12% sales increase.
- Supported achievement of store performance and presentation targets.
- Maintained knowledge of current sales promotions helping customers make informed buying decisions.
Education
MSc - International Business Management
University of Salford
Manchester 2022.01 - 2023.01
Bachelor of Commerce - Computer Application
Rajagiri College
Kochi 2015.01 - 2018.01
Skills
- Service Delivery & Operational Management
- Team Leadership & Staff Development
- Cross-Functional Resource Planning
- Customer Service Excellence
- Performance Metrics & KPI Tracking
- Conflict Resolution & Escalation Handling
- CRM & SAP Systems
- Microsoft Office
- Data Analysis
- Basic SQL
- Export & Logistics Coordination
Accomplishments
- Achieved 95%+ customer satisfaction at Sky UK through first-contact resolution.
- Recognised for mentoring and peer support by leadership.
- Improved service efficiency through better departmental collaboration.
- Contributed to a 12% sales increase during promotional campaigns at Sports Direct.
Additional Highlights
- Strong familiarity with international logistics and documentation from academic and professional roles.
- Capable of analysing team capacity and making data-informed resource decisions.
- Effective communicator and relationship builder across remote and on-site teams.
- Fast learner of operational systems including SAP, CRM, and workforce management tools.
Timeline
Customer Service Advisor
Sky UK Ltd
2024.01 - 2025.04
Sales Assistant
Sports Direct
2022.08 - 2023.12
MSc - International Business Management
University of Salford
2022.01 - 2023.01
Bachelor of Commerce - Computer Application
Rajagiri College
2015.01 - 2018.01