Oliver Fletcher
Warrington
Summary
An energetic and versatile individual who enjoys mixing with people, has a confident attitude, conscientious, reliable and trustworthy. Can work well within a team or on my own initiative. Have excellent communication skills and an outgoing personality. Loyal employee with solid understanding of training and mentoring employees. Proactive and hands-on in task completion.
Overview
7
7
years of professional experience
Work history
Dispatcher
ABL 1 TOUCH
Warrington
08.2024 - Current
- Maintained excellent customer service by addressing queries promptly.
- Fostered positive relationships with drivers and customers for smooth transactions.
- Handled high volumes of inbound calls calmly under pressure.
- Coordinated logistics, resulting in optimised routes and faster deliveries.
- Ensured seamless operations by coordinating dispatch schedules.
- Prioritised tasks to ensure timely deliveries.
Sales and retention specialist
Telefonica UK
Runcorn
11.2021 - 07.2024
- Maximised customer retention through upselling and cross-selling.
- Converted churned customers through value-add promotions.
- Identified at-risk accounts and proactively built and presented retention plans.
- Recognised customer needs to recommend suitable products and services.
- Leveraged strong working knowledge of products and systems within the mobile/broadband industry.
- Identified current inefficiencies and recommended changing functionality or behaviours to eliminate concerns.
- Ran training sessions of 10-15 people for new system training.
- Ran multiple 1-2-1 training sessions to further develop advisors knowledge.
- Assisted in delivering a new call structure with the compliance team to help with call quality targets.
Sales Account Manager
LUV Group
Warrington
05.2021 - 11.2021
- Developed knowledge of regulatory and legislative requirements
- Presented opportunities to suit tailor-made requirements
- Achieved performance targets as set by the company, going above and beyond
- Furthered existing knowledge of the financial and market landscapes
- Researched and reported on factors influencing business performance
- Used expert customer service techniques, maintaining excellent efficiency delivering products.
Call Centre Advisor
Tata Consultancy Services
09.2018 - 05.2021
- Managed 30 - 40 of inbound and outbound calls per day, in a timely manner providing information to customers
- Kept clear customer records using SAP/UI5 with strong attention to detail and ensuring compliance with General Data Protection Regulation (GDPR)
- Built sustainable relationships and engaged customers by taking the extra mile and listening to their needs
- Handled customer billing queries and complaints with calm and composure, clarifying billing details and organising payment plans to mitigate pressures during COVID-19 pandemic
- Followed communication scripts when handling different topics, ensuring eloquently delivery
- Experience generally within the B TO C market.
Team Coach
Tata Consultancy Services
Warrington
04.2019 - 02.2020
- Designed range of bite-sized training modules for telecommunications company, including customer service standards and bespoke CRM system navigation
- Scheduled appropriate training sessions with up to 10 - 15 people
- Prepared hard copy training materials such as module summaries, videos and presentations
- Handling a team of agents between 10 - 18 every 4 weeks Helped line managers and trainers solve specific training problems increasing employee key performance indicators
- OF Collaborated with management to identify company training needs and planned out the schedule for delivery.
- Achieved better understanding of customer issues through diligent monitoring of calls.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Improved call centre quality by conducting regular audits.
Skills
- Data management
- Help desk technical troubleshooting
- Customer support and complaint Handling
- Data protection compliance
- CRM systems
- Upselling and after-sales follow ups
- Bespoke systems training
- Employee mentoring
- Relationship Management
- Problem-solving
- Team building
- Leadership
Profile
I am a keen sportsman and participate in any type of sports and events, however football is my main passion, having playing for a number of local teams from the age of 6. I enjoy the sport as it builds team working skills and communication skills that are transferrable into the workplace. My other passions are music, cooking and travelling.
References
References available upon request.
Timeline
Dispatcher
ABL 1 TOUCH
08.2024 - Current
Sales and retention specialist
Telefonica UK
11.2021 - 07.2024
Sales Account Manager
LUV Group
05.2021 - 11.2021
Team Coach
Tata Consultancy Services
04.2019 - 02.2020
Call Centre Advisor
Tata Consultancy Services
09.2018 - 05.2021