Paven Mehay
Summary
A dedicated and hardworking professional with a natural optimism, I am committed to continuous personal and professional development. I bring a wealth of experience in customer service, where my friendly and approachable demeanour has consistently contributed to creating a calm and stress-free environment for both colleagues and customers. I am seeking a challenging role where I can leverage my skills and experience to contribute to a dynamic team environment. Eager to bring my positive attitude and commitment to continuous improvement to a position that values both professional development and delivering exceptional customer service.
Overview
8
8
years of professional experience
Work history
Transaction Manager
Group 1 Automotive
10.2024 - Current
- Coordinated with finance and legal departments to prepare transaction documents, ensuring compliance with all regulatory requirements.
- Negotiated terms and conditions of transactions, securing favourable outcomes for clients and the business.
- Engaged with customers to better understand needs and deliver excellent service.
- Actively listened to customers to fully understand requests and address concerns.
Outbound Supervisor
Sytner JLR Contact Centre
02.2024 - Current
- Overseeing and guiding a team of outbound agents to ensure they meet performance targets and deliver excellent customer service
- Tracking and analysing outbound call metrics such as call volume, conversion rates, and customer satisfaction scores to identify areas for improvement and optimize performance
- Providing ongoing training, coaching, and feedback to outbound agents to enhance their skills, product knowledge, and sales techniques
- Generating regular reports on outbound call performance and presenting findings to management to inform strategic decision-making
- Identifying opportunities for process improvements and implementing initiatives to enhance outbound call efficiency, effectiveness, and customer satisfaction
- Facilitating open and transparent communication within the outbound team and across other departments to ensure alignment and coordination of efforts.
Trainer and Quality controller
Sytner JLR Contact Centre
11.2021 - Current
- Conducted training sessions for new and existing contact centre staff, focusing on product knowledge, communication skills, and customer service excellence
- Developed training materials, structure, and documentation to support the learning process
- Implemented quality control measures to enhance service delivery and customer satisfaction
- Collaborated with team leaders, supervisors and contact centre managers to identify training needs and implemented continuous improvement strategies
- Ensured company standards and procedures are being met within the contact centre
- Took initiative to expand my role by willingly taking on extra responsibilities contributing to a collaborative team environment.
Customer Service Advisor
Sytner JLR Contact Centre
05.2021 - 11.2021
- Communicating professionally and effectively with customers, colleagues, and other departments to ensure a seamless customer experience
- Identifying opportunities to upsell or cross-sell products or services based on customer needs and preferences
- Handling and resolving customer complaints, escalating issues when necessary, and ensuring customer satisfaction.
Sales Assistant and Customer Service Assistant
Currys PC World
10.2016 - 04.2021
- Proactively used my initiative to make sales and consistently contribute to meet store targets
- Constant communication with a diverse range of customers to deliver excellent customer service regarding advanced technology
- Used logical and organised thinking to narrow down customer needs and answer their enquiries via email and telephone, while upholding a high level of professionalism
- Providing exceptional customer service, engaging with customers to provide tailored advice and recommendations
- Facilitating events, creating a more inclusive environment for those in store
- Wellbeing advocate, delegating responsibilities to ensure equal contributions of the team to a task.
Education
Psychology with Criminology BSc (Upper Second Class Honours) -
Birmingham City University
A Level -
Queen Elizabeth II College
GCSE -
Soar Valley College
Skills
- IT skills – Microsoft Office, Excel and PowerPoint user
- Written and verbal communication skills
- Teamwork, time management and organisational skills
- Data analysis
Custom
References available upon request.
Timeline
Transaction Manager
Group 1 Automotive
10.2024 - Current
Outbound Supervisor
Sytner JLR Contact Centre
02.2024 - Current
Trainer and Quality controller
Sytner JLR Contact Centre
11.2021 - Current
Customer Service Advisor
Sytner JLR Contact Centre
05.2021 - 11.2021
Sales Assistant and Customer Service Assistant
Currys PC World
10.2016 - 04.2021
Psychology with Criminology BSc (Upper Second Class Honours) -
Birmingham City University
A Level -
Queen Elizabeth II College
GCSE -
Soar Valley College
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