STEVEN CHALMERS
Falkirk
Summary
Adaptable, driven and seasoned account handler with over 5 years' experience in customer service and assisting customers with a myriad of queries and problems. I believe I possess a remarkably high level of communicative skills as well as attention to detail and value giving customers memorable, helpful and respectful interactions. I have demonstrated I can do all this while delivering at pace, meet KPIs and have never experienced difficulty in learning any CSM technology required to perform my role. I value working within a collaborative motivated team and look forward to contributing within this framework. Available immediately.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work history
Customer account handler
Capita
Glasgow
2021.03 - 2025.12
- Worked within several departments of Capita's Scottish power campaign, mainly within their domestic credit department (monthly billing and direct debit customers).
- Handled complaints, customer queries and assisted customers in navigating debt, giving advice on their energy consumption and choosing tariffs which best accommodated their needs. General problem solving and critical thinking in relation to customers and their accounts. Would regularly answer 40 plus calls daily.
- Always maintained adherence to regulatory standards when accessing customer accounts and information.
- Consistently delivered at pace meeting KPIs, also often having to switch roles and departments to help Capita maintain delivery if there was a seasonal shortfall within certain areas(such as complaints, prepayment). This required being able to learn new systems/tools as well as learning the nuances of how other departments operated within short time frames.
- Extensive and valuable experience in building customer rapport and confidence, dealing with people in sometimes highly emotional and difficult states with empathy and being able to still deliver high-quality customer service which I would regularly obtain high feedback scores for from both customers and management. I found this area of the role very rewarding.
- Many years of working within a highly collaborative team. I always enjoyed engaging within that environment and letting my insights and opinions be heard.
- IT skills to high standard and good degree of knowledge in using SAP billing software.
- Company lost Scottish power contract and I was made redundant. This happened in the middle of buying a house so used this time to furnish and repair new home. Shortly afterwards suffered a bereavement and was not actively seeking work for a short period of time. Have actively been seeking for the last 2/3 months.
Sales agent
Webhelp
Falkirk
2019.02 - 2020.06
- Worked in Larbert on Webhelp's sky campaign offering TV packages and mobile phones to prospective/current customers.
- Very KPI focused but with confidence in my knowledge of the products and being able to establish rapport and understanding of a customer's preferences I was able to meet these KPIs.
- Required ability to learn and familiarise oneself with evolving products and packages and then have the confidence to discuss these with customers in a way that would entice them via listening intently to their interests and needs and relating that to what we had to offer.
- More experience with CSM software and developing the ability to learn and use new tools at pace.
- Worked within a close-knit and helpful team, there was incentive for competition within the team however we mainly would assist each other to try and have the best results within teams at the business which I thoroughly enjoyed.
- Lost job due to COVID changes to the company. Had a period of ill mental health during lockdown and due not being able to find work, recovered by early 2021 and found emplyment with Capita.
Customer advisor
Teleperformance UK
Glasgow
2018.08 - 2019.02
- Worked on the Student Loans Campaign in Glasgow.
- Gained my first-time experience working with customers in this particular type of environment and with using CSM software.
- Employed during ramp-up and had to learn this role very quickly in what was probably the fastest paced environment I have worked in, while having to build extensive knowledge on everything SLC applications could entail while developing my customer handling skills.
- Calls here could be particularly fraught with anxiety and frustration but I was always able to keep a cool disposition, display empathy and deliver high quality customer service.
Hospitality worker
ASA Recruitment
Glasgow
2017.08 - 2018.05
- Fulfilled various roles in hospitality, including food prep, kitchen porter, waiter, and bartender.
- Adapted quickly to the operational needs of various businesses and venues.
Education
Scottish Qualifications Certificate - Maths
Forth Valley College
FalkirkHigher National Diploma - Psychology
University West of Scotland
Glasgow, Glasgow City 2014.09 - 2017.01
Skills
- Experienced and tested communication and empathy skills
- Adaptable to new targets, environments and expectations
- Strong IT skills
- Values teamwork and collaboration
- Extensive experience navigating customer's emotions and expectations
Affiliations
- Musician (guitar and piano)
- Chess
- Weightlifting
Timeline
Customer account handler
Capita
2021.03 - 2025.12
Sales agent
Webhelp
2019.02 - 2020.06
Customer advisor
Teleperformance UK
2018.08 - 2019.02
Hospitality worker
ASA Recruitment
2017.08 - 2018.05
Higher National Diploma - Psychology
University West of Scotland
2014.09 - 2017.01
Scottish Qualifications Certificate - Maths
Forth Valley College