Taylor James Adam
Bellshill,UK
Summary
I'm a dedicated professional who loves diving into messy problems and coming up with solid solutions. I've always been a personal goal setter, and I take pride in setting high standards for myself and the people I work with. I'm at my best when I'm pushing capabilities to the limit, whether that's fixing a complex technical glitch or helping a team find a better way to work. I'm all about keeping things moving, hitting targets, and making sure the final result is top-tier.
Overview
2027
2027
years of professional experience
4
4
years of post-secondary education
Work history
Complaint Resolution Specialist/HAMMER/Customer Care Specialist
OVO Energy
Glasgow
2022.08 - 2026.05
- Resolved complex account queries and problems which customer facing agents are not equipped to resolve such as complex billing issues, Gaps in energy charges, technical problems, issues with us and other suppliers, metering problems and more
- Resolved escalated complaints that customer facing agents raised and managed the resolution specialist team on multiple occasions including team meetings on how to improve resolved complaints, the customer complaint process and the organization of the squad to improve stats
- Worked on the customer facing part of the job too where we dealt with customers and their queries, refund issues, billing issues, setting up direct debits, home moves etc
- Helped our squad lead come up with ways to improve the stats of our squad including a call-back system, leading our trustpilot incentive and the general stat incentive
Customer Service
Burger King
Wishaw
2022.04 - 2022.08
- I maintained high standard of food quality while enforcing safety regulations on a regular basis as well as making sure the customers have a great experience.
Team Leader/Quality Inspector
Honeywell
Newhouse
2021.09 - 2022.03
- I assigned production operatives to certain stations and roles to make sure the operation ran smoothly and we met quota by encouraging my team to hit targets set by the company.
- I also made sure that the product which was Facemasks for the NHS passed certain criteria to be sent out.
Vaccination Support Assistant
COVID-19 Vaccination Centre
Motherwell
2021.05 - 2021.09
- I had responsibilities including making sure patients were there for the vaccine on the correct date at the correct time, making sure patients were well after the vaccine, as well as coordinating with my team to make sure everything went smoothly.
Production Operative
Scottish Shellfish
Bellshill
2021.03 - 2021.05
- Worked a production line and made sure products were up to quality standard.
Team Leader/Call Handler
COVID-19 Response Service/NHS T&T
2020.03 - 2021.03
- I started as a call handler for the Covid Response service where I answered queries based on the current situation in relation to COVID, then I transferred to Test and Trace where I worked as a team leader making sure my team were hitting the required amount of calls and doing calls myself until the end of the contract.
Warehouse operative
Co-op
Bellshill, North Lanarkshire
- Loaded packaged goods on to trucks for shipping.
- Performed tagging and labelling of warehouse inventory.
- Moved stock around by hand, using forklift truck or lifting gear.
- Assisted with loading and unloading of vehicles manually and using machines.
Warehouse Operative
Morrisons
Bellshill, North Lanarkshire
- Sorted materials into appropriate areas for easy access and organisation.
- Inspected goods upon arrival, reported any discrepancies or damages.
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
Team Leader/Shift Manager
Creme Curls
Motherwell
2019.08 - 2019.10
- Made sure there was necessary stock available in store as well as making the schedules for shifts, I performed employee performance reviews bi-weekly and helped around the shop when needed.
Education
College Education -
2019.08 - 2020.03
Secondary Education - undefined
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Brannock High School
Newarthill 2014.01 - 2017.01
Skills
- Complex account and billing issue resolution
- Complaint handling and escalation management
- Strong knowledge of UK energy industry processes
- Customer service and communication excellence
- Team leadership and performance improvement
- Process development and efficiency initiatives
- Data analysis and problem-solving
- Cross-department collaboration
- Innovative thinking
- Logistics management
- Warehouse processes
- Warehouse procedures
INVOLVEMENT
Lead Volunteer/Tutor, 2015, 2018, Worked with various people with different backgrounds, setting and leading workshops as well as organizing trips.
Timeline
Complaint Resolution Specialist/HAMMER/Customer Care Specialist
OVO Energy
2022.08 - 2026.05
Customer Service
Burger King
2022.04 - 2022.08
Team Leader/Quality Inspector
Honeywell
2021.09 - 2022.03
Vaccination Support Assistant
COVID-19 Vaccination Centre
2021.05 - 2021.09
Production Operative
Scottish Shellfish
2021.03 - 2021.05
Team Leader/Call Handler
COVID-19 Response Service/NHS T&T
2020.03 - 2021.03
Team Leader/Shift Manager
Creme Curls
2019.08 - 2019.10
College Education -
2019.08 - 2020.03
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Brannock High School
2014.01 - 2017.01
Secondary Education - undefined
Warehouse operative
Co-op
Warehouse Operative
Morrisons