Luke Nesbitt
Coventry,West Midlands
Summary
Dependable professional with strong analytical and problem-solving skills. Proficient in data analysis and operational support, delivering high-quality service and consistent results. Committed to streamlining processes and enhancing organizational efficiency through effective communication and collaboration.
Overview
6
6
years of post-secondary education
11
11
years of professional experience
Work history
Operational Support Analyst (Reporting)
Foundever
Coventry, West Midlands
2022.05 - Current
- Configured dialler strategies to improve contact rates, agent productivity, and service levels.
- Collaborated with team members to resolve complex business challenges.
- Presented weekly operational figures, campaign performance, and strategic recommendations.
- Made real-time operational decisions in a fast-paced contact centre environment.
- Ensured all outbound campaigns are adhering to compliance regulations to minimise risk of complaints / further action.
Quality Analyst
Foundever
2021.04 - 2022.05
- Monitored quality of Claims Advisors and Case Managers, ensuring adherence to standards and identifying areas for improvement.
- Evaluated customer interactions against Foundever and Stellantis quality standards.
- Delivered structured coaching sessions and performance feedback.
- Maintained compliance with GDPR whilst managing sensitive customer data effectively.
Customer Claims Advisor
Foundever
Coventry, West Midlands
2020.09 - 2021.04
- Primary point of contact for Stellantis customers, supporting vehicle warranty claims, repairs, complaints, and escalated customer cases while delivering excellent customer service throughout the claims process.
- Managed customer enquiries on warranty claims and vehicle repairs, ensuring timely resolution and satisfaction.
- Delivered excellent customer service through various communication channels, fostering customer loyalty.
- Ensured compliance with GDPR, company procedures and regulatory standards.
Crew Trainer
McDonald's
Coventry, West Midlands
2015.06 - 2016.06
- Conducted regular knowledge assessments, ensuring continual improvement in task execution.
- Delivered comprehensive training for improved customer service skills.
- Maintained health and safety regulations with regular training updates to the crew.
- Provided one-to-one coaching, improving overall job competence among new hires.
- Created a positive working environment by promoting teamwork and cooperation.
- Assigned tasks and responsibilities to crew members based on individual ability and experience
Crew Member
McDonald's
Coventry, West Midlands
2015.06 - 2016.04
- Engaged in training sessions to deepen product knowledge and skills.
- Fostered customer loyalty through friendly, prompt service.
- Handled high-pressure situations calmly, resulting in minimal complaints.
- Collaborated with team members to streamline workflow during peak hours.
- Delivered excellent customer service by addressing customer queries promptly.
- Covered Drive-Thru during peak times, collecting and packing orders with precision.
Education
AS Levels - Photography, Art, Philosophy & Ethics
Caludon Castle School
Coventry 2013.01 - 2014.01
GCSEs - English Language, English Literature, Mathematics, Science, Art, History, Physical Education, Citizenship
Caludon Castle School
Coventry 2008.01 - 2013.01
Skills
GDPR compliance knowledge
Adaptability in fast-paced environments
Health and safety regulations
Training and development expertise
Performance analysis skills
Customer engagement strategies
Collaborative teamwork
Microsoft Applications (Advanced)
Active listening
Conflict resolution
Adaptability
Accomplishments
- Progressed through two promotions within McDonald's: Crew Member, & Crew Trainer.
- Improved service quality and speed whilst ensuring boosted morale on shop floor.
- Progressed through three promotions within Foundever: Customer Claims Advisor, Quality Analyst, Operational Support Analyst (Reporting)
- Increased outbound campaign sales performance by 0.46%.
- Improved campaign contact rates by 4.89%.
References
References available upon request.
Timeline
Operational Support Analyst (Reporting)
Foundever
2022.05 - Current
Quality Analyst
Foundever
2021.04 - 2022.05
Customer Claims Advisor
Foundever
2020.09 - 2021.04
Crew Trainer
McDonald's
2015.06 - 2016.06
Crew Member
McDonald's
2015.06 - 2016.04
AS Levels - Photography, Art, Philosophy & Ethics
Caludon Castle School
2013.01 - 2014.01
GCSEs - English Language, English Literature, Mathematics, Science, Art, History, Physical Education, Citizenship
Caludon Castle School
2008.01 - 2013.01