Mark Fryer
Feltham,Middlesex
Summary
Dedicated professional with expertise in communication proficiency and empathy handling, adept at enhancing customer experience through effective email and phone correspondence. Skilled in utilising the Microsoft Office Suite to streamline operations and improve efficiency.
Overview
18
18
years of professional experience
15
15
years of post-secondary education
Work History
Customer Service Advisor
Runnymede Borough Council
06.2022 - Current
- Handled high volume of calls daily for faster issue resolution.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Built rapport with clients through empathetic handling of concerns.
- Managed complex customer issues to successful resolution.
- Handled phone and email inquiries with consistent customer service.
- Logging Parking Challenges and issuing Parking Permits
Customer service assistant
DLG auto service
01.2022 - 04.2022
- Handling inbound phone call related to all products and services
- Invoicing/banking
- Preparing job packs
- Dealing with administration regarding customer claims
Yard Marshall
Amazon
10.2020 - 08.2021
- Managing vehicle movement in the yard
- Ensuring the safety of vehicles
- Making sure all routes leave in a timely manner
- Unloading HGV’s
Customer Service Executive
Adelie Foods
07.2018 - 10.2020
- Logging all incoming customer service enquiries from all sources
- Answering telephone calls to meet given targets
- Providing reports to the business and customers
- Raising customer credit where appropriate
- Actively participating in various projects with the department
- Working effectively with team members to reduce complaints
Customer Service Advisor
Johnson & Johnson
08.2015 - 07.2018
- Processing all telephone orders, complaints and general information
- Maintain product, system and commercial knowledge to manage customer relationships
- Maintain SLA’s & EMA metrics
- Manage the relationship between supply chain and key accounts
- Support internal and business improvements
Administrative Assistant
UKDN Water flow
11.2014 - 07.2015
- Answering telephone calls and passing on information
- Keeping computer records up to date
- Drawing diagrams for reports
Helpdesk operative
SG Gaming
11.2011 - 10.2014
- Answering telephone calls and logging information onto CRM
- Taking responsibility for all 1st line helpdesk calls assigned, and chase through to resolution
- Maintaining SLA agreement with customers
- Issuing daily and weekly reports
- Communicating any problems to senior team members and controllers/managers
Customer Service Co-ordinator
Arvato
02.2008 - 05.2011
- Providing accurate information in relation to the queries while providing an excellent level of customer service
- Answer customer emails, ensuring Data Protection guidelines are adhered to, responding to customer queries in a timely and helpful manner
- Receive letters and mail from customers, logging and responding to them whilst ensuring the appropriate actions are taken
- Resolving any outstanding issues or complaints with outbound calls
- Helping the rest of the team if they have any enquiries
Administration Assistant
BMI
02.2007 - 01.2008
- Using Microsoft word to send letters to clients
- Filing documents and answering phones to take messages
- Reviewing files and records to answer requests for information
- Checking and distributing documents and correspondence
Education
Bachelor of Arts - English Language and Literature
Open University
10.2018 - 06.2024
GCSE's - English literature, English language, Physics, Religious education, French, Maths, Humanities, Double Science
Feltham Community School
Feltham 01.1991 - 01.1996
Microsoft Certified Professional - NT4 Workstation, NT4 Server, NT server 4 in the enterprise
Britannia I.T training limited.
01.2000 - 01.2001
HND - Business studies and accounting
Thames Valley University
01.1998 - 01.1999
A-Levels - Business Studies, English
West Thames College
01.1996 - 01.1998
Skills
- Communication proficiency
- Empathy handling
- Microsoft Office Suite
- Customer experience
- Email and phone correspondence
Timeline
Customer Service Advisor
Runnymede Borough Council
06.2022 - Current
Customer service assistant
DLG auto service
01.2022 - 04.2022
Yard Marshall
Amazon
10.2020 - 08.2021
Bachelor of Arts - English Language and Literature
Open University
10.2018 - 06.2024
Customer Service Executive
Adelie Foods
07.2018 - 10.2020
Customer Service Advisor
Johnson & Johnson
08.2015 - 07.2018
Administrative Assistant
UKDN Water flow
11.2014 - 07.2015
Helpdesk operative
SG Gaming
11.2011 - 10.2014
Customer Service Co-ordinator
Arvato
02.2008 - 05.2011
Administration Assistant
BMI
02.2007 - 01.2008
Microsoft Certified Professional - NT4 Workstation, NT4 Server, NT server 4 in the enterprise
Britannia I.T training limited.
01.2000 - 01.2001
HND - Business studies and accounting
Thames Valley University
01.1998 - 01.1999
A-Levels - Business Studies, English
West Thames College
01.1996 - 01.1998
GCSE's - English literature, English language, Physics, Religious education, French, Maths, Humanities, Double Science
Feltham Community School
01.1991 - 01.1996
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