Paul Markwick
Nottingham,UK
Summary
Over 25 years of experience in customer service across various sectors including telecommunications, hospitality, transportation, retail, and healthcare. Proven ability to handle customer inquiries and complaints through multiple communication channels, with a strong focus on resolving billing issues and providing sales support. Skilled in using company systems and Microsoft products, with a track record of training and managing teams effectively. Demonstrates adaptability, multitasking capabilities, and the ability to thrive under pressure while meeting deadlines.
Overview
8
8
years of professional experience
Work history
Operations Consultant
Concentrix
Derby
2025.10 - 2026.04
- Managed inbound calls from NHS and private sector regarding ultrasound equipment issues.
- Logged reports of faulty or damaged equipment for tracking purposes.
- Collaborated with departments to coordinate solutions, including part orders, engineer visits, courier arrangements, and cost quotations.
- Escalated customer concerns immediately to ensure satisfaction and resolution.
- Served as primary contact for ultrasound equipment problems across designated regions, including Wales, Yorkshire and Scotland.
- Adapted to a dynamic workload in a high-demand environment, prioritising tasks effectively.
Operations Controller
CMAC
Nottingham
2024.10 - 2025.06
- Handled high volumes of B2B and B2C calls from diverse clients with urgent transport requirements.
- Supported team efforts in meeting client needs by coordinating with suppliers, such as taxi and coach operators.
- Tracked each journey to minimise delays and resolved issues while keeping clients informed.
Medical Records Administrator / Imaging Assistant
Spire Healthcare
Nottingham
2023.11 - 2024.10
- Facilitated movement of patient data files across hospital facilities.
- Ensured updates to patient paper files for all new paperwork received.
- Handled incoming calls to support departmental communication.
- Managed accurate uploading of referrals for MRI/X-ray/ultrasound/CT scans into in-house systems, processing approximately 50 per day.
- Contacted customers awaiting scans to address queries and coordinated scheduling using radiographer calendars.
- Assisted patients in checking in upon arrival, ensuring all necessary paperwork was prepared for their scans.
Complaints Handling Executive
CET-UK
Nottingham
2023.08 - 2023.11
- Oversaw resolution of 15 new and existing complaint cases per day.
- Conducted thorough investigations into complaints by analyzing customer interactions and contractor reports.
- Engaged with contractors to ensure comprehensive case insights were obtained.
- Upheld high standards of customer service whilst dealing with challenging situations and individuals.
- Ensured that appropriate compensation was offered, and that any issues were reported back to assist in trend spotting.
Customer Services Specialist / Customer Relations Executive and Holiday Product Executive
Skills Holidays
Nottingham
2022.02 - 2023.08
- Managed customer service queries related to holiday bookings, ensuring timely responses and resolutions.
- Handled customer complaints regarding coach holidays, national bus trips, and school bus services, logging issues for trend analysis.
- Created a systematic logging process for complaints, enabling identification of common themes and recommendations for service improvements.
- Assisted with bill and invoice payments.
- Created and oversaw the company Trustpilot account.
- Assisted in the creation, setting up and management of new and upcoming tours, ready for sale.
- Collated tour packs so that tour managers had relevant and correct information to ensure their tour runs smoothly and without incident.
Patient Data Administrator
York Medical Group
Nottingham
2018.06 - 2021.02
- Facilitated timely appointment invitations for patients regarding various medical services.
- Supported yearly student registration process with GP by assisting incoming students each term.
- Maintained updated patient records with new medical information while coordinating transfer of medical files across seven GP practices to prevent loss or misplacement.
- Main point of contact for any practice complaints.
Skills
- 25 years in customer service sector
- 7 years as complaint's handler
- 5 years as sales agent
- 5 years as1st and 2nd line technical support agent
- 5 years within administration
- Tactical decision making
- Sales operations support
- Social media monitoring
- Patience under pressure
- Attention management
- Time efficiency
- Calmness in crisis
Hobbies and Interest
I have a Yorkshire Terrier and can often be found taking him for walks all over UK., I love getting out into the countryside, exploring new places and places of interest., I have a family, so can be called upon to be the family chauffeur!, I am an active member of my local church., I love anything Sci-Fi/Superhero and often attend conventions and other events.
Timeline
Operations Consultant
Concentrix
2025.10 - 2026.04
Operations Controller
CMAC
2024.10 - 2025.06
Medical Records Administrator / Imaging Assistant
Spire Healthcare
2023.11 - 2024.10
Complaints Handling Executive
CET-UK
2023.08 - 2023.11
Customer Services Specialist / Customer Relations Executive and Holiday Product Executive
Skills Holidays
2022.02 - 2023.08
Patient Data Administrator
York Medical Group
2018.06 - 2021.02