Summary
Work history
Education
Skills
Timeline
Generic

Keith Allen

Newtownabbey,Co. Antrim,

Summary

Throughout my career, I have consistently demonstrated my commitment to providing exceptional customer service. I understand the importance of building rapport with colleagues and customers, and have developed excellent communication skills that allow me to effectively meet their needs. I am confident that my experience and skills would allow me to hit the ground running in any role and contribute to the success of our team.

Work history

PDI Team Engineer

Calvert Office Equipment
20 Orby Link, Belfast
09.2020 - Current
  • Set up and test photocopiers for delivery to customers.
  • Applying customer specific networking details and optional applications.
  • Ad Hoc cover of parts store to cover holidays.
  • Ordering stock, chasing up missing / damaged items with suppliers.

Warehouse Operative

Calvert Office Equipment
Belfast
07.2016 - 09.2020
  • Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
  • Reported issues and damages to senior warehouse staff, enabling prompt, effective resolutions.
  • Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
  • Minimised product damage, ensuring goods were correctly handled and stored to task specifications.
  • Unloading deliveries with our forklift, checking quantities tally up and all relevant serial numbers are processed.

Customer Service Representative

Convergys
Belfast
10.2015 - 07.2016
  • Telesales of mobile phones, tablets and broadband services for our client, Vodafone
  • Run credit checks, set up direct debits, create accounts and organise deliveries of new hardware by courier as well as site visits by technicians for broadband.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.

Customer Service Representative

Echo NI
Belfast
08.2014 - 10.2015
  • Answer calls from the public on behalf of our client Northern Ireland Water
  • Our team would answer queries, give advice and arrange for work to be carried out on site (blocked drains, burst mains, connection of development sites, etc.).
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.

Nissan Customer Services Lead Agent

TeleTech UK
Belfast
01.2008 - 07.2014
  • Reported to a Team Leader and on an Ad-Hoc basis I would stand in for the Team Leader when required.
  • Answered queries and complaints from Nissan customers
  • Lead Agent duties included informing and updating staff on relevant information, assisting the Team Leader in the management of the team and fulfilling requests from agents
  • Was made redundant due to campaign being transferred to a company in Paris.

Technical Support Representative

TeleTech UK
Belfast
01.2007 - 01.2008
  • I provided technical assistance on behalf of UKOnline an internet service provider. Later purchased by Sky Broadband.
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
  • Was trained in Broadband, Dial-up, Web and Email support
  • Later I was also part of the quality department within UKOnline making sure that we were providing the best possible service at all times.

Representative

Kleeneze
11.2006 - 01.2007
  • Home Based
  • In this role I delivered and collected home shopping catalogues
  • Fulfilled orders and kept track of payments.
  • Listened to customer problems, objections and concerns, offering tailored solutions.

Warehouse Controller

Bailies Coffee Co
Dargan
11.2005 - 10.2006
  • Picking orders for delivery, checking goods in and dealing with couriers.
  • Maintaining stock levels.
  • Ensuring a clean and tidy work area.

Area Manager/Franchisee

Fastway Couriers
Greystone Bus. Pk.
11.2004 - 09.2005
  • Responsible for a territory in south and west Belfast.
  • Collecting and distributing parcels.
  • Dealing with customers on a face to face basis and on the telephone regarding collections, payments, complaints and enquires.

Parts Advisor

Lindsay Ford/Mazda
Lisburn
02.2004 - 11.2004
  • I was the main agent responsible for Mazda parts within the Lindsay group parts hub.
  • Greeting and listening to the customer, both at the counter and over the telephone.
  • Ordering parts, dealing with trade customers and our own service departments
  • I also helped with goods coming in, sorting, checking, putting away stock, and reporting any losses to Mazda.

Parts Advisor

Ballyrobert Vauxhall
Newtownabbey
06.2001 - 01.2004
  • Ordering and distribution of parts to our service department, trade customers, and retail customers both on the phone and at our counter
  • Also helped with goods in, sorting, checking and putting away stock, I was also called on to locate parts for American cars sold previously through Dencourt.

Reservations Advisor

Seacat Ferries
Belfast
06.2000 - 06.2001
  • Arranged travel for transport and foot passengers between Ireland, England, and Isle of man
  • I also took payments, dealt with complaints and enquires, and organised alternatives during delays or cancelled sailings.

Parts Advisor

Coulter Mazda
Newtownabbey
04.2000 - 06.2000
  • Responsible for ordering and sales of parts for Mazda cars.
  • Checked in deliveries and relayed any discrepancies / damages back to Mazda.
  • Dealing with the public and trade directly in person and over the phone.

Trainee Sales

Coulter Honda
11.1998 - 04.2000
  • Developed new business opportunities through networking and relationship building with new clients.
  • Assessed and implemented sales tools to facilitate sales process.
  • Smoothened lead follow-up process by maintaining client database accurate and up-to-date.
  • Maintained thorough knowledge of company offerings to educate customers on product benefits and make appropriate recommendations.
  • Maximised sales opportunities by communicating product value proposition and selling points.
  • Communicated with prospective clients to arrange appointments for sales presentations.

Counter Staff

Glengormley Car Dismantlers
Newtownabbey
02.1998 - 11.1998
  • Dealing with customers directly at counter and on telephone.
  • Liaising with mechanics in the yard to organise stripping and delivery of used parts.
  • Dealing with enquires and complaints
  • Processed cash, cheque, credit and debit payments accurately and efficiently.

Counter Staff

Beverley Autostore
06.1997 - 12.1997
  • Dealing with enquires and orders of vehicle service parts and accessories.
  • Accepting payments in cash and credit cards
  • Ordering stock from suppliers
  • Shop closed due to lack of trade.

Trainee Shop Fitter

Mivan Marine
Greystone
06.1995 - 06.1997
  • Was learning woodworking skills to manufacture and assemble shop, hotel and ship interiors
  • Also learning how to spray paint and lacquer framing and countertops made in house.

Education

GCSEs -

Glengormley High School
Newtownabbey
09.1990 - 06.1995

Skills

  • Reporting and documentation
  • Complaint resolution
  • Client rapport
  • Customer service
  • Records oversight
  • Payment processing
  • Sales expertise
  • Staff education and training
  • Data entry
  • Internal combustion and EV vehicle knowledge

Timeline

PDI Team Engineer

Calvert Office Equipment
09.2020 - Current

Warehouse Operative

Calvert Office Equipment
07.2016 - 09.2020

Customer Service Representative

Convergys
10.2015 - 07.2016

Customer Service Representative

Echo NI
08.2014 - 10.2015

Nissan Customer Services Lead Agent

TeleTech UK
01.2008 - 07.2014

Technical Support Representative

TeleTech UK
01.2007 - 01.2008

Representative

Kleeneze
11.2006 - 01.2007

Warehouse Controller

Bailies Coffee Co
11.2005 - 10.2006

Area Manager/Franchisee

Fastway Couriers
11.2004 - 09.2005

Parts Advisor

Lindsay Ford/Mazda
02.2004 - 11.2004

Parts Advisor

Ballyrobert Vauxhall
06.2001 - 01.2004

Reservations Advisor

Seacat Ferries
06.2000 - 06.2001

Parts Advisor

Coulter Mazda
04.2000 - 06.2000

Trainee Sales

Coulter Honda
11.1998 - 04.2000

Counter Staff

Glengormley Car Dismantlers
02.1998 - 11.1998

Counter Staff

Beverley Autostore
06.1997 - 12.1997

Trainee Shop Fitter

Mivan Marine
06.1995 - 06.1997

GCSEs -

Glengormley High School
09.1990 - 06.1995

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Keith Allen