Stephen Dickinson
Manchester,Lancashire
Summary
I am currently a Senior Customer Support professional with expertise in live chat handling, multi-line phone usage, and delivering outstanding customer service. I am skilled in conflict resolution, up-selling techniques, and telephone etiquette, with a proven ability to drive sales and foster client satisfaction. I am eager to transfer my current skillset to a career in insurance, and I will bring my strong communication skills and sales expertise to support business growth and enhance customer loyalty.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work history
Senior Customer Support Agent
Orderyoyo Ltd
Manchester, Lancashire
01.2024 - Current
- I help in the training of new staff on customer service protocols, improving team performance and customer relations.
- I keep abreast of the latest updates within the company, ensuring accurate information is relayed to customers at all times.
- I facilitate smooth communication between the company and clients by resolving issues promptly.
- I had to learn, and actively work with, multiple platforms and software to handle customer inquiries effectively.
- I am entrusted with sensitive information, handling it cautiously and with the utmost confidentiality.
- I provide comprehensive product information to potential buyers, increasing sales conversion rates.
- I have to de-escalate tense situations with disgruntled customers calmly and professionally.
Landscape Gardener
Gardner Landscapes
Lancaster, Lancashire
08.2021 - 01.2024
- I also worked for this company on two separate occasions between November 2014 to October 2017
- I was a senior member of staff that led the preparation of gardens and public open spaces on construction sites, as well as private mowing and construction work.
- Worked with customers to develop designer landscaping plans.
- Diagnosed problems with equipment and performed regular maintenance to keep equipment functional.
- I helped train new and existing members of staff.
Front of House Team Member
The Grafton Arms
Manchester
08.2020 - 08.2021
- Collected credit card and cash payments and dispensed change for cash transactions.
- Applied comprehensive knowledge of the stocked wine, cider, beer and spirits.
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Stayed up-to-date on menu changes to offer current and accurate information to help customers select optimal meal choices.
- I was also shown how to change stock barrels.
Sales Representative
Unify Marketing
Adelaide, SA
01.2019 - 05.2019
- Showcased the Red Cross charity to customers, going door-to-door and discussed technical details to overcome objections and lock in support.
- Completed documentation smoothly to finalize sales.
- Developed team communication for motivation and efficiency.
- Maintained excellent attendance record, consistently arriving to work on time.
Senior Support Agent
Fourth Hospitality Ltd
10.2017 - 11.2018
- I learnt how to use the incredibly bespoke Fourth system so that I could advise and fix problems faced by Fourth's customers.
- I had extra training within the payroll module on Fourth.
- I was promoted to Senior Support Agent. This meant I was trusted to help train new employees at Fourth.
- I educated customers on product and service details and information.
- I assisted customers by listening closely, finding solutions to problems and making recommendations based on my extensive product knowledge.
Education
Bachelor of Arts - Creative Music Production
Manchester Metropolitan University
Manchester 09.2014 - 09.2017
Skills
- Live chat handling
- Multi-Line phone system usage
- Outstanding customer service
- Sales expertise
- Conflict Resolution
- Up-selling techniques
- Telephone etiquette
Timeline
Senior Customer Support Agent
Orderyoyo Ltd
01.2024 - Current
Landscape Gardener
Gardner Landscapes
08.2021 - 01.2024
Front of House Team Member
The Grafton Arms
08.2020 - 08.2021
Sales Representative
Unify Marketing
01.2019 - 05.2019
Senior Support Agent
Fourth Hospitality Ltd
10.2017 - 11.2018
Bachelor of Arts - Creative Music Production
Manchester Metropolitan University
09.2014 - 09.2017