Luke Milne
Plymouth,Devon
Summary
Reliable employee seeking IT administration/support position. Offering excellent communication and good judgment and drive to work at and above given tasks set.
Polite and professional technical support successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships and handling customer complaints/escalations.
Overview
16
16
years of professional experience
Work history
Repair Centre Agent
Equinox Maintenance LTD / JST Electronics LTD
Plymouth, Devon
06.2023 - Current
- Monitored KPI progress for repair work on diverse devices related to insurance claims, ensuring timely service delivery.
- Assisted in sourcing and purchasing key components for repairs from various suppliers, facilitating efficient repair processes.
- Communicated with clients via phone to provide updates and support, enhancing customer satisfaction.
- Provided current stock take data and handling of any discrepancies.
Call Centre Agent
Infoteam International Services LTD
Plymouth, Devon
12.2011 - 06.2023
- Maintained accurate knowledge of product information required to provide prompt and informative service updates to customers.
- Provided phone/email support within prompt timeframe ensuring a consistent service to customer base covering areas such as technical support, complaints/escalations and handling accordingly.
- Compiled daily/monthly sales output reports to track inbound and outbound finances accurately.
- Monitored product stock levels through regular stock takes to maintain compliance and prevent discrepancies.
- Provided training on technical support and product information to junior staff and provided support throughout to ensure service provided is as best as it can be.
- Created service process flows to increase efficiency on select tasks and implemented necessary amendments.
- Assisted in business to business sales relations via frequent communication with respect to sales and support.
- Handled high volume of calls and emails to ensure timely responses and maintain customer satisfaction, achieving optimum productivity both as part of a team and independently.
General Labourer
Frontline Agency
Plymouth, Devon
05.2010 - 06.2010
- Completed plastering duties to enhance the overall aesthetic of the spaces. and other general labour tasks given effectively, ensuring exceptional and time managed conversions and refurbishments.
- Supported large-scale plastering and sanding of constructions, completing lifecycle builds.
- Ensured that all tasks carried out were cleaned and tidied up accordingly to prevent any potential health and safety risks.
Education
NVQ Level 2 - Business Administration
Learndirect
PlymouthNVQ Level 2 - IT User Skills Level 2
Learndirect
PlymouthNVQ Level 3 - IT User/Practical Skills
New Hope Community College
PlymouthNVQ Level 2 - IT User Skill Course
Achievement Training
PlymouthGCSE -
Heles School (Secondary)
PlymouthNVQ Level 4 - IT
CompTIA A+ Core 1 & 2 Module completion
03.2022 - 04.2022
Skills
- Customer service expert
- Hardware diagnosis
- Data entry
- Application installations
- Hardware upgrades
- Exceptional telephone etiquette
- Customer support needs assessment
- Troubleshooting proficiency
- Time keeping
- Purchasing order process
References
References available upon request.
Timeline
Repair Centre Agent
Equinox Maintenance LTD / JST Electronics LTD
06.2023 - Current
NVQ Level 4 - IT
CompTIA A+ Core 1 & 2 Module completion
03.2022 - 04.2022
Call Centre Agent
Infoteam International Services LTD
12.2011 - 06.2023
General Labourer
Frontline Agency
05.2010 - 06.2010
NVQ Level 2 - IT User Skills Level 2
Learndirect
NVQ Level 3 - IT User/Practical Skills
New Hope Community College
NVQ Level 2 - IT User Skill Course
Achievement Training
GCSE -
Heles School (Secondary)
NVQ Level 2 - Business Administration
Learndirect