Thomas Staley
Blackpool,Lancashire
Summary
Accomplished professional with a strong foundation in customer service and conflict resolution, demonstrating exceptional time-management prowess and effective verbal articulation. Adept at handling pressure with a patient attitude, ensuring outstanding customer service through tactful dispute settlements and complaint resolution. Proficient in Salesforce, with a positive disposition and excellent telephone manners, aiming to leverage skills in a dynamic environment to enhance client satisfaction and operational efficiency.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
Overview
26
26
years of professional experience
2
2
years of post-secondary education
Work History
Customer service representative
Capita
Bury, Greater Manchester
09.2016 - Current
- Assisted customers in making informed decisions by providing detailed product information using Salesforce.
- Enhanced communication channels through regular updates on company policies, promotions and providing support to colleagues.
- Participated in team meetings sharing best practices for improving service delivery.
- Offered technical support, leading to enhanced user experience.
- Provided top-notch support for increased customer satisfaction to between 40 and 60 customers per day .
- Maintained clean, orderly work environment promoting conducive, friendly atmosphere for both staff and customers.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by advisers/customers escalated call avoiding registered complaints.
- Improved customer satisfaction by effectively handling complaints and inquiries. Providing triage to high level complaints.
- Trained new hires for improved productivity and efficiency or when personal performance required adjustment or soft communication skills could be improved.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Developed strong relationships with customers fostering brand loyalty and repeat business keeping Tesco Mobile ranked 3rd for Which Customer Satisfaction behind Amazon and John Lewis year on year.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Participated in regular training to maintain up-to-date knowledge on company products, policies and adhered strictly to policies and procedures for continued company compliance.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention OTAC/NPS customer feed back consistently over 90% likely to recommend and satisfaction per month year on year .
Customer service representative
Tesco Mobile
Bury, Greater Manchester
07.2008 - 09.2016
- Streamlined processes through efficient record keeping and constructive dialog with all colleagues.
- Collaborated with sales team to maximise product visibility and sales.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Participated in team meetings sharing best practices for improving service delivery.
- Offered technical support, leading to enhanced user experience.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Trained new hires for improved productivity and efficiency on job floor, allowing colleagues to achieve 60 quality calls per day, trained in soft skills for customer service .
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Provided top-notch support for increased customer satisfaction.
- Managed high volume of inbound calls for quick resolution of customer issues around 60 calls per day.
- Assisted customers in making informed decisions by providing detailed product information.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes. Managed complaint triage at times of network/system/process failures.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes. Managed complaint triage at times of network/system/process failures.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns and improving service.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items. Assisted vulnerable customers where business requirements had impacted customers negatively and resolved.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Processed inbound customer calls, providing information on service or product upgrades
- Adhered strictly to policies and procedures for continued company compliance.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention, taking more than 1200 calls per month, achieving and surpassing all targets for quality and average call handling time.
Customer Service Representative
Telefonica UK
Bury, Greater Manchester
06.2006 - 07.2008
- Contributed towards achieving inbound call targets whilst ensuring adherence to service standards creating templates for best practice and deliver standards of service.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Participated in team meetings sharing best practices for improving service delivery.
- Performed administrative duties contributing towards smooth store operations systematically removing numbers no longer dialled and replacing with frequent dialled numbers on over 300 accounts per day.
- Trained new hires for improved productivity and efficiency on job floor, provided colleague experience for new graduated colleagues assist with communication soft skills for challenging calls.
- Improved customer satisfaction by effectively handling complaints and inquiries involved in Farside Complaints team for Telefonica.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Managed high volume of inbound calls for quick resolution of customer issues taking more than 60 calls per day.
- Offered technical support, leading to enhanced user experience.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Processed inbound customer calls, providing information on service or product upgrades.
- Adhered strictly to policies and procedures for continued company compliance.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Maintained excellent client satisfaction by providing in-depth support.
- Obtained feedback from customers to improve service experience.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Implemented customer follow up to uphold service standards.
- Followed scripts when answering common customer questions.
- Offered current, accurate advice on optional solutions for concerns.
- Performed administrative duties contributing towards smooth store operations.
- Facilitated customer loyalty programmes to enhance customer retention.
Customer Service Representative
O2
Bury, Greater Manchester
05.2002 - 07.2006
- Managed high volume of inbound calls for quick resolution of customer issues taking over 100 calls per day.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
Customer Service Representative
BT Cellnet
Bury, Lancashire
03.2001 - 05.2002
- Provided top-notch support for increased customer satisfaction.
- Ensured smooth running of operations with timely preparation of reports.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Managed high volume of inbound calls for quick resolution of customer issues of 100 calls per day.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
Customer Service Representative
Randstad
Bury, LAN
09.1999 - 03.2001
- Assisted customers in making informed decisions by providing detailed product information.
- Participated in team meetings sharing best practices for improving service delivery.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Managed high volume of inbound calls for quick resolution of customer issues taking over 125 calls per day.
Education
A-Levels - Politics
Holy Cross College
Bury 09.1992 - 06.1994
Skills
- Time-Management prowess
- Positive disposition
- Dispute settlements tactfulness
- Telephone manners
- Pressure handling
- Patient attitude
- Effective verbal articulation
- Problem-solving
- Salesforce
- Conflict Resolution
- Complaint resolution
- Dispute management
- Outstanding customer service
Affiliations
- I paint & I'm a great cook
References
References available upon request.
Timeline
Customer service representative
Capita
09.2016 - Current
Customer service representative
Tesco Mobile
07.2008 - 09.2016
Customer Service Representative
Telefonica UK
06.2006 - 07.2008
Customer Service Representative
O2
05.2002 - 07.2006
Customer Service Representative
BT Cellnet
03.2001 - 05.2002
Customer Service Representative
Randstad
09.1999 - 03.2001
A-Levels - Politics
Holy Cross College
09.1992 - 06.1994
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