Matthew Watson
Haddington,East Lothian
Summary
Skilled professional with expertise in administrative support, telephone skills, and exceptional communication. Adept at staff education and training, relationship-building, and data acquisition, with a strong focus on written and verbal communication. Results-driven and adaptable individual seeking to leverage analytical and problem-solving skills in real time. Proficient in workforce management and communication, ensuring seamless operations and team collaboration. Committed to driving operational efficiency and enhancing service delivery.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work history
Customer Experience Specialist
Motability Operations
Edinburgh
10.2023 - Current
- Provided comprehensive support to customers, increased their understanding of products and services.
- Enhanced customer satisfaction by resolving complaints efficiently.
- Escalated serious concerns or complaints promptly; prevented further dissatisfaction or potential loss of client.
- Assisted customers in navigating website; led to easier online shopping experiences.
- Maintained up-to-date knowledge of company offerings, provided accurate information to clients.
- Led training sessions for new Customer Experience Advisors; enhanced team's ability significantly.
Real Time Analyst
H&M
Edinburgh, Edinburgh
06.2017 - Current
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Updated office management on team's activities and progress at weekly meetings.
- Instructed employees in company policies and procedures, maximizing compliance and consistency.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
- Enforced clerical team compliance with industry best practices and internal policies.
- Input current metrics into tracking documents and spreadsheets and prepared reports.
Customer Service Representative
H&M
Edinburgh, Edinburgh
06.2013 - 06.2017
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
Education
Scottish Qualifications Certificate - English
Ross High School
East Lothian 08.2006 - 06.2007
Scottish Qualifications Certificate - History
Ross High School
East Lothian 08.2006 - 06.2007
Skills
- Administrative support
- Telephone skills
- Exceptional communication
- Staff education and training
- Written and verbal communication skills
- Data acquisition
- Relationship-building
Languages
English
Native
Timeline
Customer Experience Specialist
Motability Operations
10.2023 - Current
Real Time Analyst
H&M
06.2017 - Current
Customer Service Representative
H&M
06.2013 - 06.2017
Scottish Qualifications Certificate - English
Ross High School
08.2006 - 06.2007
Scottish Qualifications Certificate - History
Ross High School
08.2006 - 06.2007
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