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
2020.09 - 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
2016.07 - 2020.09
  • 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
2015.10 - 2016.07
  • 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
2014.08 - 2015.10
  • 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
2008.01 - 2014.07
  • 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
2007.01 - 2008.01
  • 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
2006.11 - 2007.01
  • 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
2005.11 - 2006.10
  • 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.
2004.11 - 2005.09
  • 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
2004.02 - 2004.11
  • 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
2001.06 - 2004.01
  • 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
2000.06 - 2001.06
  • 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
2000.04 - 2000.06
  • 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
1998.11 - 2000.04
  • 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
1998.02 - 1998.11
  • 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
1997.06 - 1997.12
  • 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
1995.06 - 1997.06
  • 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
1990.09 - 1995.06

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
2020.09 - Current

Warehouse Operative

Calvert Office Equipment
2016.07 - 2020.09

Customer Service Representative

Convergys
2015.10 - 2016.07

Customer Service Representative

Echo NI
2014.08 - 2015.10

Nissan Customer Services Lead Agent

TeleTech UK
2008.01 - 2014.07

Technical Support Representative

TeleTech UK
2007.01 - 2008.01

Representative

Kleeneze
2006.11 - 2007.01

Warehouse Controller

Bailies Coffee Co
2005.11 - 2006.10

Area Manager/Franchisee

Fastway Couriers
2004.11 - 2005.09

Parts Advisor

Lindsay Ford/Mazda
2004.02 - 2004.11

Parts Advisor

Ballyrobert Vauxhall
2001.06 - 2004.01

Reservations Advisor

Seacat Ferries
2000.06 - 2001.06

Parts Advisor

Coulter Mazda
2000.04 - 2000.06

Trainee Sales

Coulter Honda
1998.11 - 2000.04

Counter Staff

Glengormley Car Dismantlers
1998.02 - 1998.11

Counter Staff

Beverley Autostore
1997.06 - 1997.12

Trainee Shop Fitter

Mivan Marine
1995.06 - 1997.06

GCSEs -

Glengormley High School
1990.09 - 1995.06

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Keith Allen