Summary
Overview
Work history
Education
Skills
Interests
Languages
Timeline
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Sam Lock

Sam Lock

Bury,Lancashire

Summary

Upbeat Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customised solutions to build loyalty.


Proven track record in maintaining great customer relations and a keen interest in sales, always keeping in mind how to be a good brand ambassador. Prides themselves on an empathetic nature and handling of sensitive issues, while also maintaining a high standard of organisation and clerical work.

Overview

9
9
years of professional experience
3
3
years of post-secondary education

Work history

Supervisor

Assembly Festival Fringe
Edinburgh
08.2022 - 09.2023
  • Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
  • Successfully led high-volume teams to achieve KPI targets and other department metrics.
  • Dealt with customer complaints and rectified product and service issues.
  • Offered instruction, coaching and motivation for enhanced team morale.
  • Used interpersonal skills to make sure everyone was communicating and working together happily
  • Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.

Waiting Staff Member

Carmelo's Restaurant
Bury , Lancashire
04.2014 - 09.2014
  • Warmly greeted guests upon arrival to create welcoming atmosphere.
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
  • Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
  • Discussed menu items and dietary concerns, noted special requests and suggested additional items to meet upsell goals.

Site Moderator

SpareRoom.com
Manchester
01.2020 - 01.2022
  • Moderated various forms of website forum related issues or any behaviour that went against general terms of use
  • Conducted day to day administrative tasks
  • Made sure that no fraudulent activity or scamming was allowed on the website
  • Worked well within a small team to ensure everyone was communicating and that all operations ran smoothly
  • Liaised with agencies, landlords, and room seekers via phone and email to make sure any problems or disputes were resolved accordingly
  • Handled large scale deposit disputes and financial fraud issues, making sure any escalations were documented and handed over to the relevant third parties
  • Honed my empathetic nature in this role to handle complex and sentimental situations related to customer housing situations and money loss

Box Office Assistant

Underbelly
Edinburgh
07.2019 - 08.2019
  • Worked within a large team to oversee the selling of ticket sales throughout the run of the Edinburgh Fringe Festival
  • Chatted to Fringe-goers, recommending comedy shows and worked hard to keep a happy atmosphere between friends and co-workers
  • Aided supervisors with cashing up, technical issues and administrative tasks
  • Used the online booking system VIA to conduct ticket sales and log anything that needed to be communicated to wider management
  • Used my empathetic nature and interpersonal skills to diffuse difficult customer interactions, often turning them positive
  • Communicated the Underbelly roster to enquiring customers, making sure to direct attention to certain shows
  • Liaised with artists and performers to carry out any additional tasks for them as required

Customer Service Assistant

Junkyard Golf Club
Manchester
10.2018 - 07.2019
  • Joined a young customer service department, working closely with manager and supervisor to develop best practices and processes
  • Answered emails pertaining to booking changes, refunds, general enquiries and complaints
  • Handled complex complaints and escalations, empathising and ensuring a positive turnaround
  • Maintained a friendly and jovial tone of interaction in line with the brand where appropriate
  • Worked with the marketing team to align processes with campaign delivery
  • Trained new starters to the team, developing a formal training plan
  • Oversaw the launch of Zendesk and Live Chat towards the end of my time at the role

Client Experience Associate

Creative
Edinburgh
10.2017 - 09.2018
  • Took inbound calls for any one of 9,000 clients, taking messages, booking appointments, and giving general help advice
  • Learnt to thrive in a fast paced environment, taking upwards of 15 calls an hour in accordance with KPI's
  • Actively listened to customers, suggesting amendments and up-selling where necessary
  • Maintained high QA scores by showing excellent phone manner and accurate call notes
  • Managed my workload effectively, finishing call notes in a timely manner to await the next call coming through
  • Responded empathetically to sensitive topics, often having to take calls from those awaiting trial, or with debilitating conditions

Finlux Team Member / Arrow XL associate

FM Outsource
Manchester
10.2015 - 01.2017
  • Navigated email, phone, and live chat to provide customer service for a variety of clients
  • Contributed to team success by completing jobs quickly and accurately.
  • Handled online sales system Magneto to log sales and other related bookings
  • Worked directly with the client to book television repairs, replacements, and handle high level customer complaints
  • Used Excel and Powerpoint to generate end of week and monthly reports for head office
  • Proven track record of 5* TrustPilots gained in this role
  • Liaised with third parties to ensure all repairs and re-bookings ran smoothly and any issues were swiftly dealt with
  • Dealt with very high volumes of customer interactions in a professional manner, managing and reporting influx levels with the wider company
  • Learnt nuance and intricacy of language in this role, often needing to diffuse customer complaints to a resolve

Education

Bachelor of Arts - Songwriting

Leeds College of Music
Leeds
09.2020 - 06.2023

DDD (Triple Distinction) - Music Performance

Bury College
2014

A-C - undefined

Tottington High School
2012

Skills

  • Customer relations
  • Administrative support
  • Typist
  • Professional telephone demeanour
  • High level of spelling, grammar and vocabulary
  • Empathetic
  • Interpersonal skills and sense of humour
  • Complaint resolution
  • Data entry
  • CRM
  • Service standard compliance
  • Staff education and training

Interests

  • Semi-professional musician, regularly releasing music and playing at Open Mic's
  • Travel and Geography (Italy specifically)
  • Encyclopaedic knowledge of all media, specifically Comedy and Film (loves a pub quiz!)
  • Keen learner of the French language
  • People - I truly love meeting new people and making new connections
  • Learning new things - there are tons of areas of the world and knowledge I've yet to discover!

Languages

French
Beginner

Timeline

Supervisor

Assembly Festival Fringe
08.2022 - 09.2023

Bachelor of Arts - Songwriting

Leeds College of Music
09.2020 - 06.2023

Site Moderator

SpareRoom.com
01.2020 - 01.2022

Box Office Assistant

Underbelly
07.2019 - 08.2019

Customer Service Assistant

Junkyard Golf Club
10.2018 - 07.2019

Client Experience Associate

Creative
10.2017 - 09.2018

Finlux Team Member / Arrow XL associate

FM Outsource
10.2015 - 01.2017

Waiting Staff Member

Carmelo's Restaurant
04.2014 - 09.2014

DDD (Triple Distinction) - Music Performance

Bury College

A-C - undefined

Tottington High School

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Sam Lock