Kyle Tulloch
Airdrie,North Lanarkshire
Summary
I am a customer service professional with 5 years of experience delivering exceptional support and building strong relationships with clients. My key strengths include active listening, problem-solving, and clear communication, which enable me to resolve issues efficiently while ensuring customer satisfaction. I am skilled in managing inquiries, addressing concerns, and providing personalized solutions to meet individual needs. With a commitment to creating positive experiences, I thrive in fast-paced environments and am dedicated to maintaining high service standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Membership Advisor
British Medical Association
06.2023 - Current
- Company Overview: Permanent BMA House London
- Responding to queries via a range of contact channels - web form, phone, email, written
- Accurately updating membership records from web form, email, written & telephony correspondence
- Work to improve the integrity, quality, and accuracy of data
- Responsible for processing new applications for doctors and students
- Responsible for the return of undelivered correspondence from members and updating membership records
- Ensuring the details on member records are maintained in accordance with GDPR
- Assisting members with payment issues, billing inquiries, and refunds if necessary
- Making regular outbound calls to members to help assist with re-joining into membership/answering any queries they may have
- Accurately following data protection protocols to protect members' personal data
- Having a deep understanding of the benefits and services being sold to communicate their value to potential members and existing members
- Identifying and correcting any CRM system errors that may arise
- Keeping good time keeping with workload (e.g, 7-10 emails per hour)
- Permanent BMA House London
Sales Advisor
O2
08.2021 - 02.2022
- Company Overview: Permanent O2 Glasgow
- Responding to queries via a range of contact channels - web form, phone, email, written
- Accurately updating membership records from web form, email, written & telephony correspondence
- Work to improve the integrity, quality, and accuracy of data
- Responsible for processing new applications for doctors and students
- Responsible for the return of undelivered correspondence from members and updating membership records
- Ensuring the details on member records are maintained in accordance with GDPR
- Assisting members with payment issues, billing inquiries, and refunds if necessary
- Making regular outbound calls to members to help assist with re-joining into membership/answering any queries they may have
- Accurately following data protection protocols to protect members' personal data
- Having a deep understanding of the benefits and services being sold to communicate their value to potential members and existing members
- Identifying and correcting any CRM system errors that may arise
- Keeping good time keeping with workload (e.g, 7-10 emails per hour)
- Permanent O2 Glasgow
Customer Service Retentions Advisor
Virgin Media
03.2019 - 08.2021
- Company Overview: Permanent Virgin Media Motherwell
- Responding to customer questions via phone
- Providing accurate information about products, services, policies, or issues
- Addressing customer complaints or problems in a professional manner
- Finding solutions to ensure the customer is satisfied, while following company policies and guidelines
- Assisting customers with placing orders, tracking shipments, or processing returns and exchanges
- Ensuring smooth transaction processes and managing the necessary digital logs
- Educating customers about products or services
- Offering recommendations based on their needs and explaining features, benefits, and potential usage
- Updating customer information and tracking service interactions in the company's CRM system
- Ensuring accurate records for follow-up and ensuring that repeat issues are identified and resolved
- Suggesting additional products or services to enhance the customer experience, when appropriate, based on customer needs or past purchasing behaviour
- Meeting companies' monthly sales goal
- Adhering to company policies, procedures, and industry regulations while dealing with customer inquiries and ensuring a professional standard of service
- Assisting customers with payment issues, billing inquiries, and ensuring proper invoicing or refunds as necessary
- Providing technical assistance or troubleshooting guidance for product-related issues (e.g., electronics or software)
- Establish rapport and trust with new and existing customers
- Educate customers on the features, benefits, and advantages of products or services
- Sharing insights and strategies with colleagues to improve overall sales performance
- Maintaining a competitive target and product sales goal
- Deep understanding of the products or services being sold to communicate their value to potential customers
- Familiarity with the stages of the sales process (e.g., lead generation, prospecting, qualifying, pitching, closing)
- Handling objections and unexpected issues with creative solutions
- Responsible for keeping customers information up-to-date accurately
- Taking ownership on complaints and following guidelines closely - Case by Case resolutions
- Permanent Virgin Media Motherwell
Car Insurance Advisor
Aviva
08.2018 - 11.2018
- Company Overview: Permanent Aviva Airdrie, North Lanarkshire
- Responding to customer questions via phone
- Providing accurate information about products, services, policies, or issues
- Addressing customer complaints or problems in a professional manner
- Finding solutions to ensure the customer is satisfied, while following company policies and guidelines
- Assisting customers with placing orders, tracking shipments, or processing returns and exchanges
- Ensuring smooth transaction processes and managing the necessary digital logs
- Educating customers about products or services
- Offering recommendations based on their needs and explaining features, benefits, and potential usage
- Updating customer information and tracking service interactions in the company's CRM system
- Ensuring accurate records for follow-up and ensuring that repeat issues are identified and resolved
- Suggesting additional products or services to enhance the customer experience, when appropriate, based on customer needs or past purchasing behaviour
- Meeting companies' monthly sales goal
- Adhering to company policies, procedures, and industry regulations while dealing with customer inquiries and ensuring a professional standard of service
- Assisting customers with payment issues, billing inquiries, and ensuring proper invoicing or refunds as necessary
- Providing technical assistance or troubleshooting guidance for product-related issues (e.g., electronics or software)
- Establish rapport and trust with new and existing customers
- Educate customers on the features, benefits, and advantages of products or services
- Sharing insights and strategies with colleagues to improve overall sales performance
- Maintaining a competitive target and product sales goal
- Deep understanding of the products or services being sold to communicate their value to potential customers
- Familiarity with the stages of the sales process (e.g., lead generation, prospecting, qualifying, pitching, closing)
- Handling objections and unexpected issues with creative solutions
- Responsible for keeping customers information up-to-date accurately
- Taking ownership on complaints and following guidelines closely - Case by Case resolutions
- Permanent Aviva Airdrie, North Lanarkshire
Education
GCSE - English, History, Computer Science
Calderdale High School
01.2017
Skills
- Customer Service Skills
- Database management
- Upselling
- Sales Target Achievement
- Administrative Skills
- Adaptability
- Multitasking
- Time Management
- Patience
- Team Player
- Clear and Effective Communication
- Positive Attitude
- Conflict Resolution
Certification
- Google Foundation Course Cyber Security Certificate, Google, 10/01/24
- Computing Science, New College Lanarkshire, 08/01/18
Hobbies and Interests
- Building websites
- Computer programming
- Computing
- Volunteering
- Reading
- Football
References
References available on request
Languages
English
First Language
Timeline
Membership Advisor
British Medical Association
06.2023 - Current
Sales Advisor
O2
08.2021 - 02.2022
Customer Service Retentions Advisor
Virgin Media
03.2019 - 08.2021
Car Insurance Advisor
Aviva
08.2018 - 11.2018
GCSE - English, History, Computer Science
Calderdale High School