Summary
Overview
Work History
Education
Skills
References
Timeline
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Patrick Williams

Banbury

Summary

Dynamic Technical & Customer Service Advisor with a proven track record at Brdy Wireless Broadband, excelling in lead generation and upselling techniques. Achieved over £20k in sales through innovative process implementation while enhancing customer retention. Strong problem-solving abilities combined with exceptional interpersonal skills drive success in delivering outstanding service.

Overview

22
22
years of professional experience

Work History

Technical & Customer Service Advisor

Brdy Wireless Broadband
Bicester
01.2019 - 03.2025
  • Efficiently processed 60+ per month, new and replacement orders with precision, and managed through to delivery.
  • Raising quotes, invoices, credit notes, and handling the return and repair processes.
  • Liaising with logistics providers and engineers to ensure timely and successful deliveries and installations.
  • Supported the sales team in migrating legacy clients to the latest system, ensuring a smooth transition, and minimal disruption to service.
  • Consistently generated 10+ leads per month, driving conversions that earned Brdy a £300 connection bonus per successful activation from the satellite network.
  • Enhanced customer experience and boosted revenue by identifying opportunities to upsell relevant products and services, where appropriate.
  • Implemented a new system process that allowed satellite modems to be used in bridge mode. This generated over £20k in sales in the last four months.

Customer Service Advisor

Brdy Wireless Broadband
Bicester
10.2017 - 01.2019
  • Served as the primary point of contact for clients via phone, email, ticketing system, and live chat, handling 30+ calls daily with efficiency and professionalism.
  • Effectively handle 3 or more complaints per week, from start to resolution, demonstrating accountability and empathy.
  • Maintained accurate and up-to-date records on the CRM system, documenting all customer interactions to ensure seamless service and follow-ups.
  • Delivered real-time telephone support to 5+ on-site engineers daily, assisting with installations and service call-outs to ensure swift and effective issue resolution.

Customer Service Advisor

Fresh Direct (UK) Ltd
Bicester
05.2017 - 09.2017
  • Efficiently processed orders and collections with precision, and managed them through to delivery.
  • Acted as the first point of contact for customer issues, conducting thorough investigations, and collaborating with relevant teams to deliver fast and effective solutions.

Technical Support Advisor

Utility Warehouse
Colindale
01.2010 - 04.2017
  • Served as the primary point of contact for clients via phone, email, and ticketing system, handling 30+ calls daily with efficiency and professionalism.
  • Coordinated Openreach visits for client installations and repairs, ensuring timely and efficient service delivery.
  • Escalated unresolved issues promptly, managing them through to resolution, while maintaining clear and consistent communication with the client.

Customer Service Advisor

Utility Warehouse
Colindale
06.2003 - 01.2010
  • Offered expert guidance on our products, ensuring a seamless, and informed customer experience.
  • Accurately record customer interactions and updates in relevant systems.
  • Assisted customers with product selection, order placement, billing questions, and returns.

Education

Some College (No Degree) -

Willesden High School
London

Skills

  • Order processing
  • Upselling techniques
  • Complaint resolution
  • Lead generation
  • Problem solving
  • Customer retention
  • Technical support
  • Interpersonal skills
  • Order and refund processing

References

References available upon request.

Timeline

Technical & Customer Service Advisor

Brdy Wireless Broadband
01.2019 - 03.2025

Customer Service Advisor

Brdy Wireless Broadband
10.2017 - 01.2019

Customer Service Advisor

Fresh Direct (UK) Ltd
05.2017 - 09.2017

Technical Support Advisor

Utility Warehouse
01.2010 - 04.2017

Customer Service Advisor

Utility Warehouse
06.2003 - 01.2010

Some College (No Degree) -

Willesden High School

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Patrick Williams