- Fishing
- Walking the dogs
- Equestrianism
- Football
Mark Fawcett
Dunfermline,Fife
Summary
Motivated professional with varied experience across customer-facing roles. Demonstrates strong interpersonal skills and adaptability, ensuring positive customer interactions in high-pressure environments. Committed to continuous improvement and fostering a collaborative team atmosphere. Enthusiastic professional with strong communication and problem-solving skills. Excels in building rapport with customers and resolving issues efficiently. Adept at multitasking and maintaining positive attitude under pressure. Always committed to providing exceptional service and fostering positive customer experience.
Overview
25
25
years of professional experience
Work History
Customer Service Assistant
SKY TV
Livingston, West Lothian
08.2024 - Current
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.
- Handled customer complaints with empathy and patience, offering practical solutions to retain goodwill and foster positive relationships.
- Answered incoming calls and handled customer enquiries to clarify policy and pricing information.
- Utilised knowledge of products and services to inform customers about features and benefits, aiding in informed purchasing decisions.
- Managed inbound customer service calls, effectively addressing enquiries and resolving issues to maintain high satisfaction levels.
Food Delivery Driver
Krispy Kreme
Edinburgh, Lothian
01.2024 - 04.2024
- Followed all necessary protocols to ensure products were delivered safely and securely.
- Maintained vehicle in optimum condition for safety and reliability.
- Upheld strict adherence to food safety and handling protocols, safeguarding the quality and hygiene of deliveries.
- Managed planning of efficient and safest routes for journeys using maps and GPS systems.
- Kept delivery vehicle clean and well-organised, ensuring a professional appearance and operational efficiency.
- Determined optimum route to meet schedule targets and satisfy customers.
- Handled unexpected delays and issues proactively, informing customers and negotiating satisfactory resolutions.
- Verified orders before each delivery to maintain accuracy and recorded delivered goods to complete transactions in system.
- Conducted thorough checks of vehicle before departure to guarantee safety and reliability during food deliveries.
Bus Driver
Various
Edinburgh, Lothian
04.2023 - 02.2024
- Followed traffic laws to protect vehicle and passengers.
- Assisted passengers with limited mobility to safely enter and exit vehicle.
- Worked at night and on weekends demonstrating flexibility with scheduling needs.
- Checked bus for cleanliness and lost property between routes to keep rides comfortable and hygienic for customers.
- Upheld clean driving licence and complied to road rules to provide safe and enjoyable journey.
- Carried out thorough quality inspections of vehicles before starting shifts, verifying excellent and safe condition.
- Handled passenger queries with professionalism, providing timely information on schedules and services.
- Obeyed rules and regulations of Driver and Vehicle Standards Agency in addition to local laws and stipulations.
- Conducted pre-and post-journey safety checks to maintain vehicle roadworthiness and passenger safety.
- Operated various types of buses on scheduled routes, adhering to strict timetables for reliable transport service.
- Maintained a clean and orderly bus interior to uphold company standards and enhance passenger experience.
- Handled antisocial behaviour calmly and professionally, prioritising passenger safety.
- Obtained PCV license from qualified driving instructors and CPC training.
- Assisted passengers with special needs, ensuring accessibility and support throughout their journey.
- Collaborated with control room staff to communicate delays or incidents, enhancing operational efficiency.
- Kept vehicle performing optimally to meet emissions standards.
- Participated in regular training sessions to update driving skills and knowledge of transport regulations.
- Processed card or cash fare payments for customers, providing tickets, receipts and change.
- Proactively assisted disabled passengers in boarding and exiting bus.
Train Gaurd
Scotrail
Edinburgh, Lothian
05.2018 - 10.2022
- Managed onboard safety procedures, including emergency equipment checks and safety announcements.
- Handled passenger complaints with professionalism, offering solutions to improve their travel experience.
- Assisted passengers with special needs, providing support for a more accessible travel experience.
- Conducted ticket inspections and sales on board, facilitating smooth travel experiences for passengers.
- Undertook regular training sessions to stay updated on safety protocols and customer service best practices.
- Exercised good judgement and sound decision-making skills in handling and resolving stressful situations for passenger comfort and safety.
- Coordinated with the train driver and control room to relay critical journey information.
- Maintained professional standards and delivered outstanding service to customers, promoting positive brand image.
- Verified the proper functioning of train doors and equipment, minimising risks and ensuring passenger safety.
- Verified and issued tickets on public transport vehicles, collecting fares charged according to standard rates for various destinations.
- Generated work-related reports enabling service delivery review and improvement.
- Regulated passenger behaviour during emergencies, preventing unruly behaviour.
- Operated communications equipment to communicate with centralised dispatch or traffic control staff.
- Enabled passengers to board or alight at stations by signalling drivers to stop or proceed.
- Addressed passengers' requests and complaints by answering queries and offering advice and route-related information.
- Guaranteed passenger comfort and safety by identifying and reporting hazardous conditions and dangerous items or people.
- Implemented company policies and regulations consistently, promoting a safe and respectful travelling environment.
- Maintained cleanliness and order in passenger compartments to uphold high standards of hygiene and comfort.
- Opened and closed doors for passengers, enabling access to and usage of onboard vehicle facilities.
Customer Service Team Leader
Rail Gourmet
Carlisle, Manchester, Edinburgh, Varios
06.2001 - 05.2018
- Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
- Communicated regularly with team members to maintain clearly defined expectations.
- Trained new staff on company policies, product knowledge, and customer service best practices, ensuring high-quality service.
- Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
- Supervised customer service representatives, assessed performance and organised development plans to diminish process lags.
- Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.
- Coached staff on operating procedures to maintain quality services.
- Stayed current on policies, procedures and standards to offer optimal support.
- Resolved escalated customer complaints by negotiating solutions that satisfied both the customer and the company.
- Developed and maintained comprehensive knowledge of products and services to provide accurate information to customers.
- Championed a customer-first approach, leading by example and motivating the team to exceed customer expectations.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Monitored call and email response times, implementing measures to reduce waiting times and improve customer experience.
- Kept detailed records of customer interactions for future reference.
- Scheduled new product deliveries.
Education
NVQ Level 2 - Catering
Carlisle Collage
Carlisle01-1989
GCSEs - Maths, English, English oral, Art, Geography, Biology, CDT
Pelton Roseberry Comprehensive
Pelton, DUR01-1983
Skills
- Customer service
- Conflict resolution
- Performance management
- Team leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Timeline
Customer Service Assistant
SKY TV
08.2024 - Current
Food Delivery Driver
Krispy Kreme
01.2024 - 04.2024
Bus Driver
Various
04.2023 - 02.2024
Train Gaurd
Scotrail
05.2018 - 10.2022
Customer Service Team Leader
Rail Gourmet
06.2001 - 05.2018
NVQ Level 2 - Catering
Carlisle Collage
GCSEs - Maths, English, English oral, Art, Geography, Biology, CDT
Pelton Roseberry Comprehensive