Kyle Antonelli
York,United Kingdom
Summary
I am conscientious and hard-working with a "can do" attitude to all tasks undertaken. I am reliable and trustworthy and am an excellent timekeeper. In my current role I often work additional hours to cover for absences across the team. I am used to working under pressure.
Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking.
Customer-focused professional with a track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with special talents in drumming up new business. In-depth knowledge of Autoflow and EWIP.
Positive and motivated individual with exceptional communication and problem-solving abilities, combined with strong interpersonal and conflict resolution skills. Adept at understanding customer needs and providing effective solutions. Set to bring proactive approach to enhancing customer satisfaction and operational efficiency.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work history
Customer service advisor
Turners Accident Repair Ltd
Selby, North Yorkshire
05.2024 - Current
- Guided customers through troubleshooting process with patience and clarity.
- Designed training programmes for enhanced team performance.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Strengthened client relationships with clear communication and problem-solving skills.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Assisted customers in product selection to boost sales.
- Streamlined responses to emails, improved response time significantly.
- Monitored team's adherence to company policies, promoted a collaborative work environment.
- Enhanced brand loyalty, provided excellent service at all times.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Handled high volume of calls daily for faster issue resolution.
- Coordinated with other teams to resolve multi-faced client problems swiftly.
- Implemented new protocols for efficient complaint management.
- Built rapport with clients through empathetic handling of concerns.
- Provided detailed information about products and services to potential customers.
- Conducted regular meetings with staff, boosted morale and productivity levels.
- Created and developed learning plans for new starters and arranged relevant information to prevent overload.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Tracked orders and processed refunds for new and existing customers.
- Offered expertise with colleagues on internal communication channels to help resolve edge cases.
- Tagged customer interactions with appropriate labels for internal tracking purposes.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Accurately identified and addressed potential customer needs, applying appropriate upselling techniques to maximise sales.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Customer service advisor (Apprenticeship)
Northside Truck and Van
York, North Yorkshire
09.2023 - 04.2024
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Conducted regular meetings with staff, boosted morale and productivity levels.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Implemented new protocols for efficient complaint management.
- Resolved pressing customer issues, ensured repeat business.
- Strengthened client relationships with clear communication and problem-solving skills.
Sales assistant
Schuh
York, North Yorkshire
07.2023 - 09.2023
- Offered personalised shopping advice to enhance customer experiences.
- Managed till operations smoothly, reducing waiting time for customers.
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Monitored trends in consumer behaviour with keen attention to detail.
- Serving and advising customers in relation to footwear purchases.
- Arranging and displaying goods.
- Checking for damaged or missing items when processing incoming stock.
- Delivered exceptional after-sales service, encouraging repeat business.
- Trained new staff members, fostering a supportive working environment.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Conducted daily inventory checks to manage stock levels accurately.
Sales assistant
JD Sports
York
12.2022 - 06.2023
- Improved customer service by efficiently handling queries and complaints.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Trained new staff members, fostering a supportive working environment.
- Ensured stock replenishment in a timely manner to maintain product availability.
- Ensuring customers received the best possible service when visiting the store.
- Understanding the process of the organisation.
- Working as part of a team.
- Dealing with deliveries and incoming stock.
Assistant Milk Delivery Person
Wayne's Milk Depot
Malton, North Yorkshire
06.2022 - 09.2022
- Facilitated smooth operations at warehouse for efficient shipment preparation.
- Reduced vehicle maintenance issues by carrying out regular checks.
- Loaded and unloaded goods from vehicles efficiently, minimising time delays.
- Assisted in inventory management, resulting in organised stock levels.
- Delivering milk and other beverages/foodstuffs to homes across Malton.
- Collecting money paid by customers.
- Followed safe lifting procedures when handling heavy packages.
- Ensured customer satisfaction with polite and professional behaviour.
Glass collector
The New Globe Inn
Malton, North Yorkshire
08.2021 - 09.2022
- Collected and organised glasses for efficient cleaning process.
- Demonstrated excellent time-management skills in task completion, contributing to smoother operations.
- Supported team members during high-volume shifts for improved efficiency.
- Adhered to health and safety regulations whilst handling glass items, reducing risk of injury.
- Managing the Reception for Bed and Breakfast Bookings.
- Partaking in Cleaning Duties to maintain the hygiene in public areas.
- Assisting Customers where necessary.
- Identifying hazards in the workplace, for example, broken glass or wet floors and acting promptly to rectify the hazard.
Education
NVQ Level 3 - Business Administration and Management
Group Training Association
Armthorpe, Doncaster 09.2023 - 04.2025
Skills
- Working under pressure
- Problem Solving
- Communication Skills
- Relationship Building
- Customer Service Skills
- Product Knowledgeability
- Empathy Handling
- Communication Proficiency
- Knowledge of GDPR Regulations
- Telephone Etiquettes
- Multitasking Efficiency
- Personal Accountability
- Payment & Cash Handling Processing
- Complaint Resolution
- Data Verification Procedures
- Billing Procedures
- Record Maintenance
- Refund and Exchange
- Data Confidentiality
- Complaint Handling
- Transaction Processing
- Customer Care
- Documentation Procedures
- Team building
- Public speaking
- Calm under pressure
- Strategic planning
- Resourcefulness
- Inventory management
- Knowledge of Autoflow & Kerridge
- Quick delivery turnarounds
- Quick and accurate service
- Quick thinking
- Quick learner
Accomplishments
I have completed NCS (National Citizen Service). A 2 week event of team building activities and social communication. First week involved outdoor activities to build team confidence. The second week consisted of team planning and operating a plan within the team, management and leadership skills.
About Me
- I did some volunteering and charity work, attended the National Citizen Service.
- I played for multiple sports and tournament teams such as Cricket, Pool and a darts team.
- I use my free time with those I am close to friend or family.
- I also spend a lot of my time working on older vehicles or my own vehicle and spend my time learning how to perform mechanical tasks via online resources. This helps me also build an understanding in the Automotive industry.
- I also have a large interest in Automotive videography and content creation.
Timeline
Customer service advisor
Turners Accident Repair Ltd
05.2024 - Current
NVQ Level 3 - Business Administration and Management
Group Training Association
09.2023 - 04.2025
Customer service advisor (Apprenticeship)
Northside Truck and Van
09.2023 - 04.2024
Sales assistant
Schuh
07.2023 - 09.2023
Sales assistant
JD Sports
12.2022 - 06.2023
Assistant Milk Delivery Person
Wayne's Milk Depot
06.2022 - 09.2022
Glass collector
The New Globe Inn
08.2021 - 09.2022