Josh Allison
Uddingston
Summary
Accomplished professional with expertise in decisive decision-making and team supervision, known for communication excellence and implementing productivity improvement strategies. Proven track record in policy implementation and enforcement, with a strong focus on tolerance, patience, and training and development. Adept at managing Key Performance Indicators (KPIs) and preventing fraud, aiming to leverage skills to drive organisational success.
Overview
17
17
years of professional experience
Work history
CSSE Team Leader
ToursByLocals
Glasgow
2024.05 - 2026.02
- Oversaw daily operations as operations team leader at ToursByLocals, achieving performance and efficiency targets.
- Managed and developed teams to enhance workflow coordination and KPI tracking.
- Led fraud prevention team, reviewing suspicious activity and conducting investigations to mitigate risks.
- Balanced fraud prevention efforts with customer experience in complex cases and evolving trends.
- Provided training and coaching to fraud prevention team members for consistent decision-making.
- Acted as knowledge resource, sharing best practices to support skill development across the team.
Tours connection specialist
ToursByLocals
Glasgow, Glasgow City
2019.01 - 2024.05
- Delivered a consistently high-quality, five-star experience to travellers throughout their journey.
- Resolved enquiries and issues promptly while maintaining focus on customer satisfaction.
- Coached guide partners by addressing enquiries and reinforcing company policies.
- Ensured guides adhered to service standards, enhancing overall traveller experiences.
Collections Agent
Arvato Financial Solutions
Glasgow, Glasgow City
2016.12 - 2018.12
- Engaged directly with customers in arrears to negotiate fair repayment arrangements.
- Balanced client objectives with customer wellbeing to avoid financial hardship.
- Identified vulnerable customers through empathetic communication and sensitive questioning.
- Provided tailored guidance compliant with policy and regulatory expectations.
- Ensured adherence to FCA regulations in debt collection practices.
Groundsman
Drumpellier Cricket & Rugby club
2013.09 - 2016.12
- Responsible for the preparation and ongoing maintenance of rugby and cricket pitches to ensure they met required standards for training and match play.
- Demonstrated strong attention to detail when carrying out groundskeeping tasks, combining manual labour with the safe and effective use of machinery to achieve consistent, high-quality results.
Customer Sales Advisor
Red Energy
Melbourne, Victoira
2016.01 - 2016.07
- Conducted cold calls to acquire new customers for Red Energy electricity services.
- Progressed to managing warm leads, increasing conversion rates significantly.
- Established strong customer rapport to identify needs and recommend tailored energy packages.
- Achieved sales targets consistently through effective relationship management.
Customer Retention Advisor
Sky Tv
Uddingston, South Lanarkshire
2013.01 - 2013.09
- Handled inbound calls from customers seeking to cancel or downgrade packages.
- Analysed customer situations to identify underlying issues.
- Conducted comprehensive profiling of each customer to ascertain needs and preferences.
- Developed tailored solutions aligning with both customer and business objectives.
- Reinforced product value to enhance customer satisfaction and loyalty.
- Promoted suitable additional products to increase revenue opportunities.
Customer Sales Advisor
British Gas Services Ltd
Uddingston, South Lanarkshire
2008.11 - 2012.12
- Conducted outbound calls to promote additional services to existing customers.
- Achieved weekly product targets consistently through effective communication.
- Exceeded weekly cross-sell targets by building strong customer rapport.
- Met productivity KPIs by utilising efficient calling strategies.
- Utilised objection handling techniques to convert hesitant customers into sales.
Education
HNC Sports Coaching and Development -
New College Lanarkshire
Motherwell 09/2014 - 05/2015
NQ Higher Sports and fitness -
New College Lanarkshire
Motherwell 09/2013 - 05/2014
Skills
- Decisive decision-making
- Team supervision
- Effective communication
- Productivity strategies
- Policy enforcement
- Patience and tolerance
- Training and development
- KPI management
- Fraud prevention
References
References available upon request.
Timeline
CSSE Team Leader
ToursByLocals
2024.05 - 2026.02
Tours connection specialist
ToursByLocals
2019.01 - 2024.05
Collections Agent
Arvato Financial Solutions
2016.12 - 2018.12
Customer Sales Advisor
Red Energy
2016.01 - 2016.07
Groundsman
Drumpellier Cricket & Rugby club
2013.09 - 2016.12
Customer Retention Advisor
Sky Tv
2013.01 - 2013.09
Customer Sales Advisor
British Gas Services Ltd
2008.11 - 2012.12
HNC Sports Coaching and Development -
New College Lanarkshire
09/2014 - 05/2015
NQ Higher Sports and fitness -
New College Lanarkshire
09/2013 - 05/2014