Mark Mellers
Nottingham
Summary
Dynamic and proactive professional with extensive expertise in customer service, call centre operations, and retail sales. Demonstrates exceptional skills in cash handling, payment arrangement setting, and regulatory compliance while maintaining ethics and integrity. Adept at working under pressure with a positive attitude, fostering teamwork, and delivering empathetic solutions in collections. Proficient in Microsoft Office, Google Apps, and other computer systems to streamline processes effectively. Committed to driving operational excellence and contributing to organisational success through a proactive approach and strong interpersonal abilities.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Energy Specialist
EON Next
Nottingham
02.2024 - 08.2024
- Providing high levels of customer care to vulnerable customers who required additional support managing their energy services
- Promoting renewable energy products and handing off to relevant areas
- Assisting customers with complex billing issues
- Managing complaints for customers from initial receipt, through to resolution
Senior Associate (Collections)
Capital One (Europe) plc
Nottingham
05.2022 - 10.2023
- Assisted customers experiencing financial difficulties by understanding their situation, signposting sources of additional help, and communicated how the company could assist
- Achieved some of the highest levels of kept arrangements with customers by taking the time to fully understand their situation, setting realistic arrangements, and communicated with customers clearly any actions they would need to take
- Remained calm, professional whilst working under pressure, sometimes when customers were sometimes experiencing extreme life changing circumstances
Provisioning Manager
British Telecommunications plc
Nottingham
04.2018 - 05.2022
- Managed complex installations for business customers liaising with Openreach, and in accordance with Ofcom regulations
- Managing customer expectations, often whilst under pressure from the client
- Strong communication, and problem solving skills, whilst remaining organised as some projects took many months, and were highly complex
- Owned each installation end to end once issues became apparent
- A high degree of diplomacy was often required as delays often impacted customers profitability
- Often delighted customers thinking outside the box to come up with short term solutions minimising impact wherever possible
Customer Sales Advisor
Domestic and General
Nottingham
03.2017 - 04.2018
- Inbound sales role, receiving calls from a number of client's customers (Bosch, Beko, Hotpoint, Indesit, Neff and more), primarily converting customers from registering manufacturers free warranty to premium warranty product
- Also identifying other opportunities to switch customers to premium warranty product such as customers calling in to book a repair
- Consistently high performing throughout
Customer Service Professional
Hello Virtual Services Ltd
Nottingham
05.2013 - 03.2017
- Working for a number of clients (Apple, Sky, RAC, Shop Direct Group), dealing with very complex processes and systems in the areas of retail, financial services, computing, and insurance
- Speaking to their customers delivering ever increasing levels of service, in very demanding and challenging situations
- Exceeding operational, sales and customer satisfaction targets set by the clients, and fulfilling their customers needs
- Accurately achieving a first call resolution
- Maintaining compliance with each client's regulation at all times
- Top performing service advisor on numerous occasions
Personal Banker
Barclays Bank plc
Nottingham
08.2010 - 05.2013
- Started as a cashier providing counter services
- Responsible for accurately taking tens of thousands of pounds, in cash on a daily basis
- Provided day to day banking services to personal and business customers
- Generating leads for other financial services, compliance with Data Protection and Financial Regulations
- Promoted to Personal Banker, provided financial services (Current and Savings Accounts, Credit cards, loans) to new and existing personal customers by developing the bank's relationship with them
- Generated leads for other regulated financial services such as mortgages and investments
Account Manager
Capital One (UK)
Nottingham
08.2009 - 05.2010
- Assisted customers in financial difficulty, primarily on the phone (via in and outbound telephony), but also in writing
- Assisted customers often in difficult situations, remaining professional and sympathetic and committed to finding the right solution for them
- Also assisted in cases of bereavement with relatives and representatives of deceased customers in closing their accounts as smoothly as possible, whilst providing very high levels of professionalism at a very sensitive time
Outbound and Inbound Service Advisor
Barclays Bank plc
Sunderland, Coventry
04.2002 - 06.2009
- Joined the company as a Customer Service advisor taking inbound telephone banking calls, securely processing day to day transactions for personal customers on the phone
- Promoted to outbound sales, contacting existing bank customers to sell additional products relevant to their needs
- Promoted to launch a dedicated Premier banking service (both inbound and outbound), for high net worth customers, with significantly larger transaction limits, and unique products tailored for this type of customer, and delivered a much more personalised service
- Promoted to Process Expert Team advisor, assisting front line advisors across all of the company's call centres
- Supporting advisors in real time with processes whilst the customer was live on the phone
- Promoted to Community Co-ordinator, responsible to the Compliance Manager at the Coventry Call Centre
- Responsible for auditing a team of 100 advisor's calls each month, grading them appropriately, ensuring training and feedback was delivered
- In addition ensured changes in processes were correctly implemented
- Responsible for documenting breaches in compliance, and disciplinary action
Sales Advisor
Scottish Power plc - Retail Division
Nottingham & Derby
07.1994 - 03.2002
- Joined the company as a full time sales assistant in the flagship store in Nottingham, selling Electrical goods and extended warranties and various finance agreements
- Promoted to Team Leader at the Chilwell Store in Nottingham, responsible for managing the store at various times, dealing with customer complaints, securing the store at night, maintaining stock control
- Seconded to Deputy Store Manager in Rotherham, (in addition to duties above), increased the stores turnover by 40% in 6 months, by ensuring correct company processes were followed, recruited higher performing sales staff, and maximised staff performance and delivered training
- Promoted to Permanent Deputy Store Manager at the company's Concept store in Loughborough, which was one of the top performing stores
- The stores performance was maintained throughout my duration there
- Also covered various stores throughout the Midlands as Deputy Manager
Sales Assistance
Homepower Retail Limited
Nottingham
02.1991 - 06.1994
- Joined the company as a part time Sales Assistant selling Electrical Goods, Extended Warranties and various Financial Agreements
- Promoted to Full Time Sales due to continual high performing and exceeding sales Targets
Education
A Level - Computer Science, Physics
South Nottinghamshire College of Further Education
09.1989 - 6 1990
GCSE - Physics, Chemistry, Geography
South Nottinghamshire College of Further Education
09.1988 - 8 1989
GCSE - English Language, Mathematics, Computer Studies
West Bridgford High School
09.1986 - 8 1987
Skills
- Customer Service
- Call Center
- Energetic
- RETAIL SALES
- Ability to work under pressure
- Positive
- Proactive
- Teamwork
- Computer Literate
- Microsoft Office
- Google Apps
- Cash Handling
- Regulatory Compliance
- Key Holding
- Payment arrangement setting
- Empathy and understanding
- Empathy in collections
- ethics and integrity
Certification
Full UK Driving License (No Endorsements)
Affiliations
- Travel
- Cooking
- DIY and Home Improvement
- Music
- Cinema and Theatre
- Technology and Computing
- Mountain Biking
Timeline
Energy Specialist
EON Next
02.2024 - 08.2024
Senior Associate (Collections)
Capital One (Europe) plc
05.2022 - 10.2023
Provisioning Manager
British Telecommunications plc
04.2018 - 05.2022
Customer Sales Advisor
Domestic and General
03.2017 - 04.2018
Customer Service Professional
Hello Virtual Services Ltd
05.2013 - 03.2017
Personal Banker
Barclays Bank plc
08.2010 - 05.2013
Account Manager
Capital One (UK)
08.2009 - 05.2010
Outbound and Inbound Service Advisor
Barclays Bank plc
04.2002 - 06.2009
Sales Advisor
Scottish Power plc - Retail Division
07.1994 - 03.2002
Sales Assistance
Homepower Retail Limited
02.1991 - 06.1994
A Level - Computer Science, Physics
South Nottinghamshire College of Further Education
09.1989 - 6 1990
GCSE - Physics, Chemistry, Geography
South Nottinghamshire College of Further Education
09.1988 - 8 1989
GCSE - English Language, Mathematics, Computer Studies
West Bridgford High School
09.1986 - 8 1987
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