Mark Fawcett
Dunfermline,Fife
Summary
Dedicated professional with a strong focus on client satisfaction and effective communication. Demonstrates expertise in customer education and onboarding, order processing, and proactive follow-up, ensuring seamless service delivery. Skilled in dispute resolution and problem solving, with a proven ability to handle pressure while maintaining courtesy and etiquette. Adept at team leadership and stock management, leveraging time management skills to optimise operations. Committed to fostering positive client relationships through empathy, understanding, and a patient attitude.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work history
Customer service representative
Sky UK
Livingston, West Lothian
2024.07 - Current
- Provided top-notch support for increased customer satisfaction.
- Participated in team meetings sharing best practices for improving service delivery.
- Processed orders promptly ensuring a positive shopping experience for customers.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Enhanced communication channels through regular updates on company policies and promotions.
- Improved customer satisfaction by effectively handling complaints and inquiries.
Delivery driver
Krispy Kreme
Edinburgh, Midlothian
2023.10 - 2024.04
- Adapted to changing road conditions quickly ensuring safe and timely deliveries.
- Handled fragile items carefully, resulting in zero damage complaints.
- Maintained vehicle cleanliness for a professional appearance.
- Delivered temperature-sensitive goods using appropriate methods maintaining product quality.
- Managed delivery documentation meticulously ensuring all paperwork was up-to-date and accurate.
- Loaded and unloaded vehicles safely, preventing injuries or accidents.
- Ensured safety by regular vehicle inspections and maintenance.
Bus driver
Various
Edinburgh, Midlothian
2022.02 - 2023.07
- Ensured passenger safety by adhering to all traffic regulations.
- Conducted pre-trip inspections of the bus to ensure roadworthiness.
- Reported any mechanical problems promptly for early resolution.
- Undertook routine vehicle inspections for safe driving conditions.
- Maintained punctuality for smooth running of timetable schedules.
- Operated ticket machines correctly, guaranteeing accurate fare collection.
- Navigated different routes efficiently to reach destinations on time.
- Provided excellent customer service to passengers, ensuring a comfortable journey.
Train guard
Scotrail
Edinburgh, Midlothian
2017.05 - 2021.10
- Worked closely with platform staff to ensure safe dispatch of trains.
- Maintained cleanliness of the train compartments for a pleasant journey experience.
- Checked tickets of passengers to maintain fare compliance.
- Conducted routine checks on onboard equipment for optimal functionality and safety assurance.
- Handled ticketing issues amicably, ensuring customer satisfaction.
- Managed emergency situations calmly for ensured passenger safety.
- Ensured passenger safety by conducting regular train inspections.
- Upheld company protocols whilst dealing with anti-social behaviour from passengers.
- Notified management of problems and issues with train interior to practice safety and comfort measures.
Customer Services Team Leader
Rail Gourmet
2007.05 - 2017.05
- Streamlined communication processes for enhanced efficiency and productivity.
- Enhanced customer satisfaction with prompt issue resolution.
- Conducted thorough investigation into complex customer issues, ensuring accurate problem-solving outcomes.
- Implemented performance metrics which improved overall customer service experience.
- Fostered a supportive work environment through mentoring sessions, leading to increased employee retention rates.
- Maintained high levels of service standards through regular reviews of quality control measures.
- Provided comprehensive product knowledge training to new employees, enhancing their confidence and performance on the job.
- Coordinated staff rota, ensuring optimal coverage during peak times.
- Led daily team briefings to foster a cohesive working environment.
Education
City & Guilds - Catering
Carlisle Collage
Carlisle, Cumbria 1989.08 - 1990.07
GCSEs - Maths, English, English Oral, Geography, CDT, Art, Biology
Pelton Roseberry Comprehensive
Chester-le-Street, Durham 1982.03 - 1984.07
Skills
- Empathy and understanding
- Patient attitude
- Customer education and onboarding
- Client-focused approach
- Telephone etiquette
- Order processing
- Proactive follow-up
- Time management
- Data entry proficiency
- Pressure handling
- Courtesy and etiquette
- Effective verbal communication
- Dispute resolution
- Familiarity with policies
- Problem solving
- Team leadership
- Stock management
Affiliations
- Fishing, Walking the dogs, Equetrianism, Football
Timeline
Customer service representative
Sky UK
2024.07 - Current
Delivery driver
Krispy Kreme
2023.10 - 2024.04
Bus driver
Various
2022.02 - 2023.07
Train guard
Scotrail
2017.05 - 2021.10
Customer Services Team Leader
Rail Gourmet
2007.05 - 2017.05
City & Guilds - Catering
Carlisle Collage
1989.08 - 1990.07
GCSEs - Maths, English, English Oral, Geography, CDT, Art, Biology
Pelton Roseberry Comprehensive
1982.03 - 1984.07