Passion for travelling and new cultures Have worked previously in Hong Kong and have visited the majority of ASEAN countries Want to relocate to Asia and build a new in my life and be closer to my family
Simon Lee
Contact Centre Agent
Newcastle Upon Tyne
Summary
Proficient Contact Centre Agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Contact Centre Agent
British Airways
03.2008 - Current
- Responded to customer requests for products, services, and company information. Achieving and exceeding monthly targets.
- Responded to customer calls and emails to answer questions about products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Role model to company policies and scripts to consistently achieve call-time and quality standards.
- ASSIST supervisor in training of new consultants and helping them to monitor and maximise with 'through the phone' selling.
- Supporting supervisor to be organised on rostering on the three shifts of staff and ensure accuracy on follow up of call centre consultants.
Partner/Company Owner
Cybergameszone
12.2003 - 09.2013
- Entrepreneur during the internet gaming boom.
- Cultivated strong relationships with customers to build loyalty, repeat and additional business.
- Monitored budget and expenditures, keeping facility within budget.
Cashier
Yorkshire Bank
07.2004 - 12.2004
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
Restaurant Manager/Company Secretary
No 1 Oriental Buffet
11.2002 - 07.2003
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Correctly calculated inventory and ordered appropriate supplies.
- Carefully interviewed, selected, trained, and supervised staff.
Restaurant Manager
Lau's Buffet King
08.1999 - 08.2002
- Correctly calculated inventory and ordered appropriate supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Carefully interviewed, selected, trained, and supervised staff.
Restaurant Manager
Charlies Chinese Buffet
11.1997 - 07.1999
- Correctly calculated inventory and ordered appropriate supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Carefully interviewed, selected, trained, and supervised staff.
Customer Service Agent
Hong Kong Telecom
12.1996 - 08.1997
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
Sales Assistant
Millie's Wholesale Company
06.1996 - 11.1996
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Established rapport with customers using active listening and interpersonal skills.
Education
GCSE -
Gosforth High School
Newcastle Upon Tyne 09.1992 - 06.1995
Newcastle College
Newcastle Upon Tyne, United Kingdom 04.2001 -
Diploma - Customer Service
Alison
Online 04.2001 -
Certificate - ChatGPT
Alison
Online 04.2001 -
Skills
Sales expertise
undefinedInterests
Timeline
Contact Centre Agent
British Airways
03.2008 - Current
Cashier
Yorkshire Bank
07.2004 - 12.2004
Partner/Company Owner
Cybergameszone
12.2003 - 09.2013
Restaurant Manager/Company Secretary
No 1 Oriental Buffet
11.2002 - 07.2003
Newcastle College
04.2001 -
Diploma - Customer Service
Alison
04.2001 -
Certificate - ChatGPT
Alison
04.2001 -
Restaurant Manager
Lau's Buffet King
08.1999 - 08.2002
Restaurant Manager
Charlies Chinese Buffet
11.1997 - 07.1999
Customer Service Agent
Hong Kong Telecom
12.1996 - 08.1997
Sales Assistant
Millie's Wholesale Company
06.1996 - 11.1996
GCSE -
Gosforth High School
09.1992 - 06.1995
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