Tojo Thomas
Manchester,Manchester
Summary
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. Well-qualified and proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence. Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Provide superior customer service and resolve all issues quickly and with positive attitude. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Passionate Administrator with experience in data accuracy and management. Independent problem-solver focused on customer service and product development. Works well under tight deadlines. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Customer Advisor
Boots UK Ltd
Manchester, Manchester
10.2023 - 12.2023
- Identified and effectively resolved customer issues, consistently meeting call time targets.
- Performed cashier duties, including balancing and end-of-day banking.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
- Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
- Recorded and processed customer data accurately.
- Offered prompt solutions to maintain customer satisfaction.
- Processed sales and orders accurately and efficiently, exceeding performance and productivity targets.
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Maintained up-to-date product and service knowledge by attending regular training opportunities.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Administrator
Hallos Radio & Studio
Thiruvalla, India
11.2020 - 09.2022
- Spearheaded office workflow coordination, utilising employee strengths and skillsets to better address task needs.
- Collaborated with different departments to maintain positive rapport and smooth workflow.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Directed administrative team in high-quality clerical service delivery.
- Organised financial and operational data to help with yearly budgeting and planning.
- Drove company mission and values, representing organisation at meetings and industry events.
- Effectively managed incoming and outgoing mail to maximize office efficiency.
Manager
Gesang Studios for Musicz
Chennai, India
07.2013 - 09.2017
- Acted as point of contact for high-level queries and represented team at senior leadership meetings.
- Conducted periodic performance reviews for direct reports.
- Introduced new opportunities for team building and communication, resulting in better team performance.
- Planned and managed resources and budget to support and deliver objectives.
- Created and implemented best practice policies and processes to aid operational performance.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
- Designed long-term business strategy to guide leadership decision-making.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Led and managed administrative staff to maintain smooth daily operations.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Created digital file classification system for company-wide use.
Office Administrator & Account Assistant
Promise Enterprises
Ranni, India
03.2011 - 06.2013
- Scheduled meeting spaces and catering for board meetings, client consultations and contract negotiations.
- Accurately executed secretarial tasks, maintaining smooth administrative operations.
- Managed database to maintain updated records and accuracy.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Processed invoices and purchase orders with high attention to detail.
- Registered visitors, guests and contractors upon arrival, providing access passes.
- Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
- Verified invoices against purchase orders to support smooth execution of month-end processes.
- Monitored accounts payable and receivable statuses, keeping financial records up-to-date.
- Prioritised administrative tasks based on tight deadlines.
- Processed invoices and financial data with strong eye for detail.
Support Worker
Church Ministry
Mallappally, India
02.2009 - 01.2011
- Organised filing systems and maintained records and documentation in alignment with company policies and data security protocols.
- Utilised Microsoft Excel to manage spreadsheets and deliver specialised reports on company metrics.
- Worked to facilitate positive, productive working environments through reliable administrative support.
- Monitored and proactively replenished office supply inventory for seamless operations.
- Processed invoices and purchase orders with high attention to detail.
- Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
- Registered visitors, guests and contractors upon arrival, providing access passes.
- Accurately executed secretarial tasks, maintaining smooth administrative operations.
- Streamlined office procedures, implementing new systems to address bottlenecks and disruptions.
- Processed invoices and financial data with strong eye for detail.
- Established improved workflows to maximise communication and efficiency.
- Assisted managers in compiling and organising materials for meetings.
- Helped staff to maximise efficiency by providing clerical and secretarial support.
- Kept and maintained accurate filing system for preservation of office information.
- Typed and proofread documents with zero errors.
Customer Care Executive
Hutchison Essar
Ernakulam, India
08.2006 - 07.2008
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
- Drove customer retention, building engaging relationships through every interaction.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Wrote engaging, entertaining and informative media scripts for different uses.
- Developed marketing plans to support department strategies.
- Built public relations strategies for broadened advertising scope.
- Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
Education
Bachelor of Science - Physics
MarThoma College
Thiruvalla, India /2003 - /2006
Certificate Course - Basics of Security Management
Alison Education
Manchester, MAN /2024 - /2024
Certificate Course - Diploma in Business Administration
Alison Education
Manchester, MAN /2024 - /2024
A-Levels - Computer Science
CMSHSS
Mallappally, India /2001 - /2003
GCSEs -
SCVHSS
Ranni, India /1991 - /2001
Skills
Record maintenance
Payment processing
Telephone support
Customer service
Data confidentiality
Live chat management
Microsoft Office Suite
Office 365 usage
Customer support
Data entry
Complaint management
Staff training and mentorship
Customer experience
Advanced product knowledge
Cash and card processing
Telephone skills
Creative problem solving
Relationship-building
Multi-line phone talent
Cash handling
Microsoft Office
Staff education and training
Customer service expert
Problem solver
Adaptive team player
Basic computer knowledge
Team management
Administrative support
Multi Task
Leadership
Timeline
Customer Advisor
Boots UK Ltd
10.2023 - 12.2023
Administrator
Hallos Radio & Studio
11.2020 - 09.2022
Manager
Gesang Studios for Musicz
07.2013 - 09.2017
Office Administrator & Account Assistant
Promise Enterprises
03.2011 - 06.2013
Support Worker
Church Ministry
02.2009 - 01.2011
Customer Care Executive
Hutchison Essar
08.2006 - 07.2008
Bachelor of Science - Physics
MarThoma College
/2003 - /2006
Certificate Course - Basics of Security Management
Alison Education
/2024 - /2024
Certificate Course - Diploma in Business Administration
Alison Education
/2024 - /2024
A-Levels - Computer Science
CMSHSS
/2001 - /2003
GCSEs -
SCVHSS
/1991 - /2001
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsWork from home optionTeam Building / Company RetreatsLanguages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Quote
"In journey of my profession, I prefer to believe a man's action rather than his words"
Tojo Thomas
Interests
Playing Piano
Cricket
Tennis
Badminton
Snooker
Driving
Singing
Dancing