Paul Billington
Banks,Lancashire
Summary
A dedicated professional with expertise in customer care, staff training, and mentorship. Demonstrates calmness under pressure and a positive attitude, ensuring compliance standards and quality assurance are met. Skilled in cash handling, problem-solving, and team building, fostering a positive team spirit. Committed to providing exceptional service and achieving career goals through continuous improvement and positive reinforcement.
Motivated customer service team member eager to streamline operating procedures to maximise team efficiency and customer satisfaction. Specialises in quality, speed and performance improvements
Overview
29
29
years of professional experience
11
11
years of post-secondary education
Work history
Customer service advisor
Northern Label Systems Ltd
Preston, Lancashire
2020.11 - 2025.12
- Improved customer satisfaction by promptly addressing queries and complaints.
- Provided detailed information about products and services to potential customers.
- Managed complex customer issues to successful resolution.
- Guided customers through troubleshooting process with patience and clarity.
- Enhanced brand loyalty, provided excellent service at all times.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Built rapport with clients through empathetic handling of concerns.
- Guided users through step-by-step solutions, ensuring they felt supported throughout the process.
- Enhanced client satisfaction by resolving technical issues efficiently.
- Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
Betting shop manager
Ladbrokes Coral
Southport, Sefton
2001.05 - 2020.10
- Led team meetings effectively, facilitating open communication amongst staff members,.
- Enhanced customer service by training staff in effective communication and problem solving.
- Fostered strong relationships with key customers to boost loyalty and repeat business.
- Handled employee grievances promptly and fairly, maintaining morale within the workforce.
- Oversaw daily shop operations, ensuring smooth running of business activities.
- Developed a positive team culture, resulting in increased staff satisfaction and lower turnover rates.
- Ensured cleanliness of shop premises, presenting a professional image to customers.
- Delivered excellent customer experiences with personalised service approach.
- Tracked sales targets regularly, adjusting strategies as necessary for maximum profitability achievement.
- Conducted regular staff appraisals for performance improvement opportunities identification,.
- Solved customer complaints efficiently whilst maintaining high standards of service delivery,.
- Kept business in compliance with internal controls, industry regulations and health and safety requirements.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Enforced service standards to maintain establishment reputation for excellence.
- Handled cash transactions for customers, ensuring a smooth gambling experience.
- Processed swift payouts upon winning bets, enhancing customer satisfaction levels.
- Ensured compliance with betting laws and regulations for safe operation of the shop.
- Conducted daily checks on gaming machines' functionality before opening hours for uninterrupted customer service throughout operating hours.
- Managed end-of-day cash reconciliation tasks, guaranteeing accuracy in financial reports.
- Assisted with troubleshooting equipment issues to maintain operational efficiency in the betting shop.
- Upheld company policies regarding responsible gambling practices consistently, safeguarding both the business and its clients from potential risks associated with excessive wagering habits.
- Checked notes carefully to spot counterfeit currency.
- Enforced gambling rules to guarantee fair play.
Sales support administrator
Marsh Financial Services
Manchester, Greater Manchester
2000.03 - 2000.12
- Liaised between the sales team and customers for seamless communication.
- Managed correspondence with clients boosting professional relationships.
- Performed data entry tasks leading to an up-to-date client database.
- Prepared detailed product presentations to increase sales potential.
- Provided timely support to the sales team enhancing performance levels.
- Handled telephone enquiries from customers; provided prompt responses and solutions.
- Boosted customer satisfaction by promptly addressing and resolving issues.
- Assisted in preparing sales reports to enhance business strategies.
- Provided administrative support to sales teams by fielding customer queries, preparing cost estimations and documenting orders.
Sales support administrator
Scottish Amicable
Manchester
1999.07 - 2000.03
- Provided timely support to the sales team enhancing performance levels.
- Organised promotional materials increasing brand awareness amongst clientele.
- Maintained updated client database, ensuring easy access to information.
- Assisted in preparing sales reports to enhance business strategies.
- Handled telephone enquiries from customers; provided prompt responses and solutions.
- Liaised between the sales team and customers for seamless communication.
- Performed data entry tasks leading to an up-to-date client database.
- Provided administrative support to sales teams by fielding customer queries, preparing cost estimations and documenting orders.
- Met departmental training requirements to consistently improve standard of work.
Office junior
Berry Insurance Brokers
Leyland, Lancashire
1996.10 - 1999.07
- Contributed to team effort by performing necessary tasks promptly upon request.
- Improved organisational efficiency by assisting in inventory management of office supplies.
- Maintained confidentiality with sensitive documents, enhancing trust within the team.
- Promoted a positive company image during client interaction ensuring client satisfaction.
- Delivered reliable support for smooth office operation by maintaining clean and tidy workspace.
- Facilitated good working atmosphere with polite communication between staff members.
- Handled incoming calls professionally, providing information or transferring as needed.
- Provided efficient assistance to office seniors by handling paperwork, filing and photocopying.
- Performed general clerical duties such as sorting mail, thus boosting operational efficiency.
- Sourced and ordered office supplies within allocated budget.
Education
GCSEs - French
Wellfield High School
Leyland, Lancashire 1989.08 - 1994.06
GCSEs - Geography, History
Wellfield
Leyland, Lancashire 1989.08 - 1994.06
GCSEs - English & Maths
Runshaw College
Leyland 1994.09 - 1995.06
GNVQ - Business studies
Runshaw College
Leyland 1994.09 - 1995.06
Skills
- Calmness under pressure
- Positive attitude
- Staff training and mentorship
- Customer care expertise
- Cash handling
- Problem-solving
- Compliance standards
- Positive reinforcement
- Quality Assurance
- Team building
- providing positive team spirit
Affiliations
- Cars & driving, walks along the coast, enjoys films & TV, comedy and spending time with family
Accomplishments
In 2014 Won Shop Manager of Year (North) for Ladbrokes for showing positive team spirit after my shop was held up, ensuring the affected member of staff was given all the support she needed.
References
References available upon request.
Timeline
Customer service advisor
Northern Label Systems Ltd
2020.11 - 2025.12
Betting shop manager
Ladbrokes Coral
2001.05 - 2020.10
Sales support administrator
Marsh Financial Services
2000.03 - 2000.12
Sales support administrator
Scottish Amicable
1999.07 - 2000.03
Office junior
Berry Insurance Brokers
1996.10 - 1999.07
GCSEs - English & Maths
Runshaw College
1994.09 - 1995.06
GNVQ - Business studies
Runshaw College
1994.09 - 1995.06
GCSEs - French
Wellfield High School
1989.08 - 1994.06
GCSEs - Geography, History
Wellfield
1989.08 - 1994.06