Michael McGlade
Carluke,South Lanarkshire
Summary
Results driven customer service professional with 10+ years of experience in high-volume customer facing environments including insurance, energy, home services and smart home technology. Consistently hit KPIs, exceeded sales targets and delivered outstanding customer satisfaction. Strong in problem solving, technical support, appointment coordination and clear communication skills. Eager to transition to a more technical hands-on customer-facing role.
Overview
17
17
years of professional experience
Work history
Customer service representative
Centrica
Uddingston, South Lanarkshire
2016.08 - Current
- Consistently met and exceeded sales targets whilst delivering excellent customer service.
- Handled high-volume customer interactions, resolving issues and delivering positive outcomes
- Managed Homecare accounts and provided support for boiler, heating, plumbing & electrical maintenance
- Advised customers on energy tariffs, billing options and switching plans to optimise costs and meet individual needs
- Booked smart meter installations and provided guidance on benefits
- Provided technical support to Hive customers for smart thermostats, heating controls, EV chargers and connected home devices
Account manager
Fuel Card Services- Dieselink
Bellshill, North Lanarkshire
2015.04 - 2016.07
- Conducted cold calling to generate leads and secure new business
- Maintained detailed product/market knowledge to position offerings effectively
- Built & maintained relationships with clients to drive repeat business
Insurance consultant
Kwik Fit Insurance
Uddingston, South Lanarkshire
2009.04 - 2015.02
- Handled inbound and outbound calls for car, bike & van insurance
- Developed multi-product expertise across various insurance lines
- Consistently achieved all KPIs through hard work and strong sales performance
- Adhered strictly to FCA guidelines
Education
Certificate of Higher Education - Higher & Int 2
Cardinal Newman High School
BellshillSkills
- Problem solving & troubleshooting
- Empathy & Understanding
- Resilience to stressful situations
- Appointment Scheduling & Coordination
- Great communication skills
- Vast experience in a target driven environment
Accomplishments
Duke of Edinburgh Silver award
Timeline
Customer service representative
Centrica
2016.08 - Current
Account manager
Fuel Card Services- Dieselink
2015.04 - 2016.07
Insurance consultant
Kwik Fit Insurance
2009.04 - 2015.02
Certificate of Higher Education - Higher & Int 2
Cardinal Newman High School