Thomas McErlean
Clydebank,West Dunbartonshire
Summary
Self-assured Service Advisor capable of handling an array of responsibilities simultaneously and working with different personalities. Promoting exceptional skills in computing and now have skills with handling a customer from start to finish within the work place. Seeking a new company that appreciates hard work, dedication and is well organised but is also employee focused.
Overview
8
8
years of professional experience
1
1
Certification
Work history
1st Line Support Analyst
CitNOW
Glasgow, West Dunbartonshire
2025.01 - Current
- Managed helpdesk queries for efficient and effective resolution.
- Actively participated in daily team meetings, resulting in more coordinated efforts among team members.
- Prioritised urgent tickets to ensure swift problem resolution.
- Resolved complex network problems, enhancing overall functionality.
- Liaised between customers and their company's internal IT department for quicker issue resolution.
- Supported remote users via phone or email, ensuring the user received timely assistance.
- Collaborated with team members to resolve complex software issues swiftly.
- Troubleshot hardware problems, reducing downtime significantly.
- Contributed to an environment that fostered continuous learning and improvement within the IT department.
Service Advisor
Arnold Clark
Glasgow
2023.02 - 2025.01
- Company Overview: Glasgow BMW
- Answering calls to customers who are looking to make a booking for their car
- Having to carefully explain processes to customers as they can easily be misinterpreted and cause complaints
- Carrying out invoices for customers vehicles and making sure their digital history has been uploaded
- Dealing with warranty claims and filling of paperwork to ensure all claims are processed
- Dealing with customers booking in vehicles for work such as servicing to warranty repairs
- Learned to manage customers when they are visibly upset about a situation, offering them advice or an alternative solution
- Prepared and organised jobs days in advance to ensure that the customer has a smooth visit
- Invoiced repairs carried out, this concluded simplifying the technicians report, making sure all information was correctly displayed for the customer for accurate history
- Maintained a clean and safe working environment
- Glasgow BMW
Service Advisor
Macklin Motors
Glasgow
2022.03 - 2023.02
- Company Overview: Toyota Glasgow
- Toyota Glasgow
Team Member
Holiday Inn Express
Glasgow
2021.05 - 2021.12
- Company Overview: City Ctr Riverside, an IHG Hotel
- Worked on the bar, serving customers not only alcohol but also general refreshments
- Actively listened to customers while taking orders to fully understand their request
- Delivered an exceptional level of service to each customer by being very attentive and helping find what they are looking for
- Carrying out stock checks and replenishing any items that were found to be low
- Worked on checkouts, delivering a friendly yet efficient interaction
- Used friendly and persuasive language to help achieve sales
- City Ctr Riverside, an IHG Hotel
Sales Assistant
Sports Direct
Glasgow
2018.02 - 2018.05
Education
Higher national certificate (HNC) - Technical Support
West College Scotland
Higher national certificate (HNC) - Cyber Security
West College Scotland
Certification - Cisco Networking
West College Scotland
Skills
- Complaint Handling
- Problem Solving
- Mentoring
- Hard-Working
- Customer Feedback
- Reconciliations
- Communication Skills
- Eye for Detail
- Microsoft Excel
- Microsoft Office
- Digital Marketing
- Computer Skills
- IT
- Retail
Certification
- EV Level 2, 08/01/24, Arnold Clark
- Cisco Networking, 07/01/18, Cisco
Hobbies and Interests
- Cars
- 3D Design
- Create digital models for a computer game
- Designing websites
- Music
- Photography
- Puzzle solving
- Snooker
- Darts
- Football
Timeline
1st Line Support Analyst
CitNOW
2025.01 - Current
Service Advisor
Arnold Clark
2023.02 - 2025.01
Service Advisor
Macklin Motors
2022.03 - 2023.02
Team Member
Holiday Inn Express
2021.05 - 2021.12
Sales Assistant
Sports Direct
2018.02 - 2018.05
Higher national certificate (HNC) - Cyber Security
West College Scotland
Certification - Cisco Networking
West College Scotland
Higher national certificate (HNC) - Technical Support
West College Scotland