Summary
Overview
Work history
Education
Skills
Timeline
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Kieran Higgins

Bo'ness,West Lothian

Summary

Dependable and driven Sales Team Leader and Inbound Call Taking Customer Specialist offering outstanding levels of service through helpful, effective communication. Bringing a can-do attitude, ensuring tasks are completed accurately and efficiently for continued customer satisfaction.

Overview

5
5
years of professional experience

Work history

Inbound Call Centre Agent

AMS Recruitment
03.2024 - 11.2024
  • Provided constructive feedback during team meetings, contributing towards process improvements.
  • Participated actively in training programmes to enhance service delivery standards.
  • Assisted colleagues in handling difficult inquiries for better teamwork.
  • Documented all call interactions with accuracy and attention to detail, ensuring streamlined record-keeping processes.
  • Adapted quickly to new software tools introduced into the workflow, demonstrating agility and willingness to learn.
  • Enhanced customer satisfaction by promptly answering inbound calls.
  • Collaborated closely with the team for achieving collective targets.
  • Maintained calm composure under pressure, ensuring smooth operations during peak hours.
  • Managed high-volume calls with professionalism and patience.
  • Acted as first point of contact for customer issues and queries.
  • Provided a wide variety of services around everyday banking including but not limited too, transfers, international transfers, direct debits, overdrafts, loans, account creation and application ,account charges, interest rates.
  • Provided advice on more complex issues and support in relation to financial difficulty
  • Used in-depth product understanding to answer customer questions knowledgeably.

Inbound call centre agent

Centrica British Gas
02.2023 - 09.2023
  • Used targeted questioning techniques to determine customer needs and appropriate support.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Achieved daily performance targets, aiding the department of achieving its goals e.g. AHT, complaints resolved and raised and time spent in after call work.
  • Enabled efficient follow-up by accurately recording customer requirements and details in systems such as SAP.
  • Maintained accurate knowledge of current services to provide informative customer advice.
  • Acted as first point of contact for customer issues and queries.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Handled customer queries focused on first-call resolution.
  • Entered, updated and removed customer information to keep accounts current.
  • Advised clients of products and services and sold additional offerings to increase sales numbers.
  • Logged customer communications for complete service records promptly in after call work.
  • Asked probing questions of clients to understand needs and identify actionable requirements.
  • Built positive customer rapport through friendly, professional communication.
  • Followed up customer queries to check provided solutions met expectations.

Inbound call centre agent

Kura
08.2021 - 08.2022
  • Processed complaints professionally, seeking effective, timely solutions for customer satisfaction.
  • Optimised customer experience by tailoring responses to individual needs.
  • Acted as first point of contact for customer issues and queries.
  • Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
  • Made outbound calls to individuals daily to provide feedback on tasks raised to resolve issues that could not be resolved at the time of call.
  • Managed after call work and tasks effectively so that it did not inflate AHT to ensure I handled my inbound calls efficiently.

Sales Team Leader

Castle 13
Edinburgh
11.2019 - 04.2021
  • Motivated members of my team and others to hit sales targets within strict periods of time to ensure deadlines for specific criteria were met.
  • Recruited individuals to work for the company using a two stage interview process.
  • Trained those recruits to perform highly to match both the individuals targets and Castle 13's.
  • Maintained advanced product knowledge to give excellent customer service and to mentor others.
  • Attained a high scorecard after each sale and interaction with customers showing that I was compliant with not just castle 13's policies but the clients I've worked for.
  • Increased positive customer interaction by creating rapport cultivating lasting relationships by being attentive to the customers needs.
  • Provided excellent sales services by advising customers with up-to-date knowledge of the services and products they were buying.
  • Achieved and exceeded my targets given to me by the Office Manager consistently even with added responsibilities of the Team Leader role.
  • Provided service with a smile, offering helpful advice to best-meet customer needs.
  • Addressed customer inquiries and handled objections to create a calmness in the customer.
  • Performed the Team Leader Role across two different direct sales platforms.

Sales Rep

Castle 13
Edinburgh
09.2019 - 11.2019
  • Exceeded sales goals to get attention from upper management for promotion
  • Increased business potential by providing excellent customer service.
  • Consistently achieved personal goals and KPIs to improve overall company sales performance.
  • Visited clients directly to provide a face to face interaction to create a Problem Solving Sales or Solution Based Sales interaction.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Resolved customer concerns promptly to maintain satisfaction.
  • Completed customer searches to generate new leads.
  • Demonstrated products and specific features at customer locations and special events.
  • Conformed to specific clients and promoted products based on individualised client needs.
  • Responded to telephone and in-person requests for more information putting the customer needs at the forefront of any other duties I had to perform that day.
  • Used professional sales techniques to communicate with customers and potential customers.
  • Accurately tracked weekly sales and created reports to ensure operational efficiency.

Education

Higher English/National 5 -

Bo'ness Academy

Higher Modern Studies/National 5 -

Bo'ness Academy

Higher Geography/National 5 -

Bo'ness Academy

Higher Biology/National 5 -

Bo'ness Academy

National 4 Mathematics -

Bo'ness Academy

Skills

  • Customer relationship management
  • Customer assistance
  • Excellent communicator
  • Brand awareness
  • Solution selling/Problem Solving selling
  • Very Self Motivated
  • Inbound call handling
  • Service knowledge
  • Customer rapport building
  • Excellent dealing with direct customer interactions
  • Target driven

Timeline

Inbound Call Centre Agent

AMS Recruitment
03.2024 - 11.2024

Inbound call centre agent

Centrica British Gas
02.2023 - 09.2023

Inbound call centre agent

Kura
08.2021 - 08.2022

Sales Team Leader

Castle 13
11.2019 - 04.2021

Sales Rep

Castle 13
09.2019 - 11.2019

Higher English/National 5 -

Bo'ness Academy

Higher Modern Studies/National 5 -

Bo'ness Academy

Higher Geography/National 5 -

Bo'ness Academy

Higher Biology/National 5 -

Bo'ness Academy

National 4 Mathematics -

Bo'ness Academy

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