Tom Stephenson
Whitley Bay,United Kingdom
Summary
Customer Service Professional with 3.5 years of experience in a fast-paced telecommunications environment. Proven track record of successfully managing complaints, ensuring customer satisfaction, and meeting Service Level Agreements whilst promoting BT & EE's broadband, TV, and mobile products. Adept at resolving complex issues, building strong customer relationships, and consistently driving high levels of customer loyalty. Strong communication skills and a customer-first attitude with the ability to adapt quickly to changing priorities, Also Capable to step outside job role covering teams and stepping into other departments.
Been nominated for monthly recommendations by GM of consumer sales
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work history
Sales advisor
EE
Newcastle upon Tyne
07.2022 - Current
- Act as the primary point of contact for customers, handling inbound queries, complaints, and troubleshooting for BT & EE's broadband, TV, and mobile products.
- Resolve customer complaints effectively and efficiently, ensuring issues are resolved within agreed SLAs and consistently achieving customer satisfaction.
- Sell BT’s broadband, TV, and mobile products to new and existing customers, identifying opportunities for upselling and cross-selling based on customer needs and preferences.
- Assist customers with billing queries, service disruptions, and product setup, ensuring all issues are addressed promptly and accurately, liaising with necessary teams when needed
- Maintain a deep understanding of BT & EE's product portfolio, including broadband plans, TV packages, mobile deals, and associated services, to provide accurate information and tailored recommendations.
- Achieving monthly customer satisfaction rating, consistently meeting or exceeding targets for cross selling products and customer retention.
- Utilized CRM software to log customer interactions
- Participate in regular training and feedback sessions to improve product knowledge, sales techniques, and customer service skills.
- Adhering to Ofcom & FCA compliance to ensure ethical selling practices
- - 3 Month Secondment with Design and Delivery proof reading communications going to customers ensuring OFCOMs regulations are met
Match Day Hospitality Host
Newcastle United FC
Newcastle upon Tyne
01.2021 - 05.2024
- Created a welcoming environment with friendly interactions and prompt service.
- Handled table reservations for smoother dining experiences.
- Coordinated private event set-up, delivering successful hosting experiences.
- Ensured guest satisfaction by providing excellent customer service.
Education
Diploma of Higher Education - Sports and Exercise Science & Sport Coaching
Newcastle College
Newcastle 09.2018 - 05.2020
Skills
- Target oriented goals
- Resolving customer objections
- Cross-selling
- Customer retention
- Selling techniques
- Ethical selling techniques
- Team Leadership
- Target achievement
- Familiarity with sales regulations
- CRM software usage
- KPI management
Timeline
Sales advisor
EE
07.2022 - Current
Match Day Hospitality Host
Newcastle United FC
01.2021 - 05.2024
Diploma of Higher Education - Sports and Exercise Science & Sport Coaching
Newcastle College
09.2018 - 05.2020