Emmanuel Carty
Halesowen,West Midlands
Summary
A motivated and proactive professional with a strong background in customer service and a natural ability to solve problems under pressure. Known for being approachable, confident, and clear when communicating with customers and colleagues, with proven success in building positive relationships. Experienced in organisation, time management, and maintaining focus in demanding environments. Possessing solid IT skills developed through study and work, including the use of a wide range of systems for documentation, troubleshooting, and resource management. Reliable, punctual, and a strong team player, with the ambition to progress into a Service Advisor role by combining customer service expertise with technical and administrative strengths.
Overview
7
7
years of professional experience
Work history
Customer Service Advisor
The AA
Oldbury, Sandwell
06.2024 - Current
- Act as the primary link between members, patrols, and garages to assess vehicle needs, arrange repairs, and ensure timely recovery, keeping customers updated at every stage, arranging hire vehicles when required, and explaining or answering any questions regarding the service being provided.
- Manage high volumes of inbound and outbound calls, delivering empathetic, solution-focused support while keeping members informed throughout stressful breakdown situations.
- Liaise with approved garages to confirm ETAs for patrols and members, and obtain quotes for self-induced repairs to provide accurate information and support to customers, ensuring a seamless service experience.
- Monitor urgent and motorway incidents, allocating resources efficiently, escalating priority cases, coordinating with patrols, providing members with safety guidance, and supplying accurate ETAs to keep members informed.
- Optimise workload and resource deployment by reviewing patrol coverage and standby shifts, utilising patrol vehicles to reduce recoveries by truck and sending staff home when shifts are manageable, resulting in measurable cost savings for the company.
- Support internal teams by troubleshooting system issues, maintaining accurate documentation, and overseeing resource allocation, consistently meeting performance targets while balancing operational efficiency with high-quality customer care.
Work Experience
Audi
Halesowen, Dudley
03.2022 - 03.2022
- Worked behind reception, greeting members and notifying the appropriate staff of their arrival, ensuring a professional and welcoming first point of contact.
- Organised and maintained files for easy access, supporting smooth service operations and accurate documentation.
- Managed phone calls and enquiries, directing members to the correct team and providing clear, professional communication.
- Supported the sales and service teams to deliver a seamless customer experience throughout appointments and service processes.
Library Volunteer
Blackheath Library
Blackheath
06.2019 - 08.2019
- Welcomed members, provided assistance, and offered recommendations to ensure a positive visitor experience.
- Maintained knowledge of book availability and stock locations, and sorted/reshelved returned books efficiently to keep the library organised.
- Assisted customers with IT issues on library computers, providing guidance and troubleshooting support.
- Created posters to promote library events and delivered proactive customer service, contributing to high levels of member satisfaction.
Work Experience
Halesowen College
Halesowen
07.2018 - 07.2018
- Assisted with administrative tasks including converting paper surveys to digital format and operating postal equipment.
- Made professional phone calls to universities to order prospectuses, demonstrating communication and organisational skills.
Education
HNC Level 4 IT Software - IT Software and Web Development
Halesowen College
Halesowen, DUD 09.2023 - 05/2024
BTEC Level 3 IT & Software - BTEC Level 3 IT & Software
Halesowen College
Halesowen, DUD 09.2021 - 08/2023
BTEC Level 2 - IT Software
Halesowen College
Halesowen, DUD 09.2020 - 05/2021
GCSEs - English
Halesowen College
Halesowen, DUD 09.2020 - 06/2021
GCSEs - Maths
Halesowen College
Halesowen, DUD 09.2020 - 06/2021
Skills
- Collaborative and works well within a team
- Reliable and punctual
- Confident decision-maker
- Strong telephone and communication skills
- Proactive and takes initiative
- Effective problem-solving skills
Affiliations
- Listening to music and spending time with family and friends.
- Exploring technology and gaming
- Driving and exploring new places
Timeline
Customer Service Advisor
The AA
06.2024 - Current
HNC Level 4 IT Software - IT Software and Web Development
Halesowen College
09.2023 - 05/2024
Work Experience
Audi
03.2022 - 03.2022
BTEC Level 3 IT & Software - BTEC Level 3 IT & Software
Halesowen College
09.2021 - 08/2023
BTEC Level 2 - IT Software
Halesowen College
09.2020 - 05/2021
GCSEs - English
Halesowen College
09.2020 - 06/2021
GCSEs - Maths
Halesowen College
09.2020 - 06/2021
Library Volunteer
Blackheath Library
06.2019 - 08.2019
Work Experience
Halesowen College
07.2018 - 07.2018
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