JOSEPH CHARLTON
Brockworth
Summary
Proven ability to deliver excellent customer service, fostering a welcoming environment for guests. Strong team player with a quick learning ability and a commitment to reliability and punctuality in all tasks. Skilled customer service agent with extensive experience providing first-class service within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to professional development, achieving strong results and applying consistent best practices.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
Work history
Customer Service Agent
FibreNest
02.2025 - 12.2025
- Collaborated with customers over the phone to deliver exceptional customer service.
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound calls in a call centre environment, efficiently resolving customer queries and complaints.
- Assisted in acclimatising new starters by offering training assistance and providing valuable insights for role establishment and confidence building.
- Utilised Trustpilot to enhance business performance by identifying strengths valued by customers and areas requiring improvement
Crew member
Mcdonalds
Barnwood, Gloucester
09.2021 - 01.2025
- Worked with Kitchen team to prepare food in volume following cooking instructions, safety procedures and sanitary requirements
- Processed orders quickly and accurately through point-of sale systems to minimise queue times.
- Swept and mopped floors, cleared tables and sanitised kitchen utensils to maintain restaurant cleanliness standards
- Maximised satisfaction by responding to customer questions, concerns and complaints
- Used specialised kitchen machinery to create customised hot and cold beverages to customers preferences
- Performed opening and closing duties in adherence to restaurant guidelines.
- Greeted customers with welcoming attitude, took orders and provided menu information.
- Collaborated with team members and management to train new employee's
- Updated status sheets for supplies, ingredients and condiments
- Observed health protocols and standards to prevent food contamination and pathogen spread
Videographer
Gloucester City
Gloucester
07.2023 - 04.2024
- Controlled technical functioning of equipment to record and edit images and sound
- Managed sequence of activities to deliver completed work on agreed deadlines
- Understood and used technical documentation to set up equipment
- Synchronised recorded sound with footage for more impact
- Transferred uncut audio-visual material to computer for editing
Education
Bachelor of Arts - Sports Journalism
University of Gloucestershire
09.2021 - 05.2024
A-levels - Geography, History, BTEC Sports
Archway school
Stroud 09.2019 - 05.2021
GCSEs -
Marling Grammar School
Stroud 09.2014 - 05.2019
Skills
- Creativity
- Digital publishing
- Videography
- Content scheduling
- Time management
- SEO familiarity
- WordPress and Shorthand knowledge
- Editing videos
- Story writing
- Social media
- Query resolution
- Complaint resolution
- Technical troubleshooting
- Written communication
- Service issue management
- Customer engagement
- Outbound calls
Timeline
Customer Service Agent
FibreNest
02.2025 - 12.2025
Videographer
Gloucester City
07.2023 - 04.2024
Bachelor of Arts - Sports Journalism
University of Gloucestershire
09.2021 - 05.2024
Crew member
Mcdonalds
09.2021 - 01.2025
A-levels - Geography, History, BTEC Sports
Archway school
09.2019 - 05.2021
GCSEs -
Marling Grammar School
09.2014 - 05.2019