Steve Worrall
Blackpool,United Kingdom
Summary
Accomplished Customer Service Representative of over 20 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Proficient in Microsoft Office Suite and customer relationship management systems, showcasing advanced typing speed and exceptional attention to detail. Committed to maintaining discretion and confidentiality while effectively prioritising tasks. Aims to leverage technology skills to enhance operational efficiency in dynamic environments.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative
Sensée
Remote
01.2024 - 01.2026
- Established eligible authorisations for Bupa Members regarding consultations and procedures.
- Maintained up-to-date customer policy records on CRM to ensure accuracy.
- Explained product complexities and policies to members for better understanding.
- Actively listened to customers, fostering rapport and identifying needs.
- Proactively addressed complaints, achieving timely resolutions.
- Staying informed on latest policies and procedures to enhance service delivery.
Customer Service Representative
Atos
Lytham
04.2023 - 01.2024
- Call Centre role, answering incoming calls from customers about the products offered by NS&I, taking online payments, checking people's Premium Bonds wins. providing excellent customer service at all times.
- Facilitated customer loyalty programmes to enhance customer retention.
- Adhered strictly to company policies whilst handling sensitive customer data, ensuring security compliance at all times.
- Documented all call interactions with accuracy and attention to detail, ensuring streamlined record-keeping processes.
- Managed high-volume calls with professionalism and patience.
Director
Riverbank Home Décor
Blackpool
10.2020 - 12.2023
- Designing and hand-making original cushion covers & Print on Demand Home Decor Creating and managing online marketing campaigns to build a relationship with customers, Liaising with external fabric companies to discover unique fabrics to create new stock items.
- Managed social media posts on Facebook and Instagram
NVQ Assessor
Capita
Blackpool
07.2019 - 07.2020
- Examined candidates' portfolios of evidence, questioning candidates about how they would deal with non-standard situations when dealing with their customers.
- Built long-term relationships with internal and external client stakeholders.
- Coordinated effectively with other tutors for a unified approach towards education delivery.
- Developed engaging course content, resulting in increased student participation.
- Enhanced learners' understanding by providing clear, concise feedback on assessment outcomes.
- Provided ongoing support to learners throughout their NVQ journey, promoting high success rates.
- Prepared detailed reports, ensuring accurate learner progress tracking.
- Maintained compliance with all relevant NVQ standards through meticulous record keeping and documentation on LMS.
- Fostered an inclusive classroom environment that valued diversity, fostering cultural sensitivity among learners.
- Met with students to offer personalised feedback and guidance.
Security Ambassador
Manchester Airport
Manchester
10.2018 - 05.2019
- Delivered excellent customer service to both staff and passengers.
- Assisted passengers with queries for a smoother, more efficient airport experience.
- Coordinated with other security officers for effective crowd control during peak hours.
- Promoted a safe environment by responding promptly to potential threats or suspicious activities.
- Maintained high security standards by conducting thorough and regular inspections of luggage and personal belongings.
- Maintained overall vigilance throughout shifts, preventing potential breaches in security.
Tutor
i2i
Blackpool, Blackpool
10.2017 - 09.2018
- Delivered training in Business Admin, Customer Service, Functional Skills, ICT, and Team Leading.
- Achieved 100% compliance in all administration tasks.
- Prepared lesson plans to simplify complex concepts effectively.
- Fostered positive learning environments for improved student focus.
- Maintained detailed records of student progress to identify improvement areas.
- Encouraged open communication to boost participation rates.
- Adapted teaching style to suit individual learning needs.
Head of eLearning / Marketing
Baxter Life Training
Blackpool
07.2016 - 07.2017
- Successfully delivered on tasks within tight deadlines.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Achieved streamlined learning process through the development of user-friendly interfaces.
- Developed interactive eLearning modules for improved student engagement.
- Aligned course objectives with company goals for increased relevance.
NVQ Assessor
West Lancashire College
Remote
10.2014 - 07.2016
- Worked closely with internal and external stakeholders to build and maintain relationships.
- Observed and assessed candidates against formal criteria, providing constructive feedback.
- Nurtured caseload of learners from course beginning to completion.
- Enhanced learners' understanding by providing clear, concise feedback on assessment outcomes.
- Organised regular progress meetings with learners, encouraging open communication and feedback.
- Delivered constructive criticism whilst respecting individual learning styles.
- Boosted student confidence with positive reinforcement during assessments.
- Assessed individual learner needs to deliver personalised guidance and tutoring.
- Undertook comprehensive training sessions to improve assessors' knowledge and skills.
Employment Advisor/Tutor
Intraining
Blackpool
08.2013 - 08.2014
- Educated clients on effective job search strategies; accelerated their employment process.
- Achieved monthly job start and sustainment targets.
- Improved job search techniques with tailored guidance and support.
- Provided CV review services for improved job application success.
- Increased client employability by providing targeted career advice.
- Prepared detailed training materials, ensured ease of understanding for all participants.
- Demonstrated exceptional communication skills when conveying complex concepts in simple terms.
Personal Adviser
University of Central Lancashire
Preston
05.2012 - 07.2013
- 15 month Contract: Main achievements in this role was to successfully aid students to not drop out of their studies by aiding their transition into University life thus increasing the University’s turnover for the next three years.
- Conducted workshops to boost academic success rates.
- Offered psychological help, contributing to better mental health of students.
- Developed rapport with students by offering guidance and support.
- Worked with faculty and staff to address student concerns.
- Participated in events and activities to provide moral support to students.
- Putting into place process and procedures using Microsoft Excel Spreadsheets to track student contact along with what student issues we dealt with, this also created our Management Information Reports.
Advisor Capacity & Resilience
A4e
Preston, Gloucestershire
09.2011 - 05.2012
- Encouraged proactive behaviour in clients, fostered independence in their job hunt.
- Coordinated with training providers, ensured access to professional development opportunities for clients.
- Analysed local labour market, identified potential employment opportunities.
- Created individualised action plans, achieved successful outcomes for clients.
- Advised clients throughout welfare and capability review cases.
- Assessed and developed client employability skills.
- Kept client records updated for accurate reference.
- Managed high-risk, complex client cases with sensitivity.
Education
NVQ Level 3 - Advice & Guidance
TWL Training
Blackpool 01.2009 - 01.2009
BSc - Computing (Database Systems)
University of Central Lancashire
Preston, Lancashire 09.2005 - 07.2008
Skills
- Security Operations
- Time Management
- Advanced typing speed
- Discretion and confidentiality
- Microsoft Office Suite proficiency
- Customer relationship management systems
- Attention to Detail
- Highly organised
- Telephone etiquette
- Organisation and prioritisation
- Office supply order
- Reception area cleanliness
- Technology savvy
Certification
- Microsoft Office Specialist in Outlook 2010
Affiliations
- Crocheting and Knitting, Visiting National Trust Parks and Building
References
References available upon request.
Timeline
Customer Service Representative
Sensée
01.2024 - 01.2026
Customer Service Representative
Atos
04.2023 - 01.2024
Director
Riverbank Home Décor
10.2020 - 12.2023
NVQ Assessor
Capita
07.2019 - 07.2020
Security Ambassador
Manchester Airport
10.2018 - 05.2019
Tutor
i2i
10.2017 - 09.2018
Head of eLearning / Marketing
Baxter Life Training
07.2016 - 07.2017
NVQ Assessor
West Lancashire College
10.2014 - 07.2016
Employment Advisor/Tutor
Intraining
08.2013 - 08.2014
Personal Adviser
University of Central Lancashire
05.2012 - 07.2013
Advisor Capacity & Resilience
A4e
09.2011 - 05.2012
NVQ Level 3 - Advice & Guidance
TWL Training
01.2009 - 01.2009
BSc - Computing (Database Systems)
University of Central Lancashire
09.2005 - 07.2008