Summary
Overview
Work history
Education
Custom
Affiliations
Timeline
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Tristan Nie

Inverkething,Fife

Summary

I am an enthusiastic and adaptable customer services agent with over 16 years’ worth of experience working in fast paced and constantly evolving customer services environment, currently searching for different ways to utilise my skills and take the next step in my career. Using an organised and process driven approach in my current position I am able to demonstrate good problem-solving skill ensuring that I maintain a ‘high first-time resolution’ when dealing with customer enquiries and I am also viewed as a go to person within my team for support. I am currently looking for a new position to provide a fresh challenge while also allowing me to learn new skills. My eventual career goal is to move to a management position where I can help a team develop their skills and actively contribute to the overall success of the team and company I work for.

Overview

22
22
years of professional experience

Work history

Process and Operations Service Consultant

Nationwide Building Society
Dunfermline, Fife
05.2023 - Current
  • Balanced the call types taken by advisors to ensure customer and business needs were met across several areas.
  • Optimised resource allocation for better workload management.
  • Utilised advanced analytics tools for precise data interpretation.
  • Enhanced decision-making process with comprehensive analysis of real-time data.
  • Managed high-volume data, ensuring accuracy and timeliness.
  • Responded quickly to alerts, mitigating potential risks.
  • Interpreted real-time metrics to predict future performance trends.
  • Improved operational efficiency by monitoring real-time data and identifying discrepancies.
  • Delivered timely updates on critical system changes to stakeholders.
  • Analysed complex data sets for more accurate forecasting.
  • Contributed to team targets through effective resource utilisation.
  • Facilitated smooth operations by addressing technical glitches promptly.
  • Provided insights into business trends based on real-time analytics results.
  • Created and submitted progress reports to upper management.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Scheduled staff and delegated assignments to adequately cover operational and project requirements.
  • Collaborated with cross-functional teams, improving overall productivity.
  • Managed Advisor holiday requests.

Contact Centre Snr Consultant

Nationwide Building Society
Fife
01.2019 - 05.2023
  • Servicing Members needs answering queries primarily based around Banking and Personal Loan products, ensuring a personable and positive relationship with our members.
  • Working in a high-pressure environment to support with a wide variety of Member queries.
  • Working to a schedule and been aware of last-minute changes as required.
  • Ensure that full compliance with data protection processes.
  • Capturing complaints ensuring that full details are accurately recorded while at the same time ensuring members left feeling reassured that their concerns will be looked at.
  • Ensured I was up to date with new processes and updates from various sources required to support our Members.
  • Ensured I was complaint with any regulatory and business requirements, for example ensuring correct scripts were read and that correct processes are followed.

Customer Service advisor

Sky
Dunfermline, Fife
05.2011 - 01.2019
  • Working in a high-pressure environment to support with a wide variety of both technical and billing queries.
  • Maintain ownership of customer cases and follow up as required.
  • Working to a schedule and been aware of last-minute changes as required.
  • Ensure that full data protection processes were followed.
  • Ensure that when certain actions have been completed that all the correct key facts were not only provided in a compliant manner but fully explained to the customer.
  • Promote and sell Sky products and services.
  • Accurate reporting of actions taken on accounts and passing on details as required.
  • Record and manage complaints through to resolution or escalation ensuring we were fully compliant not only with company but also regulator guidelines.
  • Ensured I was up to date with new processes and updates from various sources required to support our customers.
  • Support the rest of my team where required with updates and support in areas where I have been trained.
  • Work with other teams to support customers with other areas of the business ensuring the correct information was collected and transferred along with the customer.
  • From starting on a TV tech (sky +) and Billing, I was trained to deal with Free-sat, Mobile TV (Sky Go), Broadband tier 1 & 2, Accessibility and Sky Q TV, I was additionally trained to sell Mobile plans and devices.
  • I was on a few occasions asked to oversee and support my team in the event of the absence of my team leader and within that role take and manage escalated calls.
  • I completed The Aspire training program which was a course developed with the Institute of Customer services and was a practical course dealing with ‘adding value’ (sales), customer services and complaint management.
  • Contributing to the safety of the site I also completed fire warden training.
  • While working within the Accessibility team I demonstrated flexibility by adjusting my working hours and working overtime when required by the business.
  • As part of the Accessibility team I would take a broad range of standard calls including Technical, Billing & account enquiries as well as supporting members with additional needs and advising on adaptations and additional support available to customers.
  • I would also deal with bereavement calls empathetically assisting family members and third parties, enabling them to decide to either close or transfer accounts as required while ensuring they were aware of any regulatory information that was necessary.
  • As part of my development plan I created and ran a team motivation project that saw team productivity and sales improve by 12% compared to the previous 4 weeks.

Customer Service Advisor

MGT Ltd
Kirkcaldy, Fife
08.2008 - 04.2011
  • Working was part of an outsource contact centre I worked on projects including selling BT landlines, selling Setanta TV subscription to Irish account holder, providing technical support, sales and debt management (collection) for Top up TV and helping people with the Digital switch over.

Office Administrator

Walk Thru the Bible Ministries
Frinton on Sea, Essex
06.2003 - 07.2008
  • Managing incoming and outgoing communications via post, email, phone and in person.
  • Maintaining and organising stock of books and other materials both arriving from overseas and been shipped out to customers.
  • Contact and organise venues to help organise seminars and provide support e.g. printing and shipping publicity material.

Education

GCSEs - Grade C

Tendering High School
Frinton-on-Sea, Essex

Custom

I am an enthusiastic and adaptable customer services agent with over 11 years’ worth of experience working in fast paced and constantly evolving customer services environment, currently searching for different ways to utilise my skills and take the next step in my career. Using an organised and process driven approach in my current position I am able to demonstrate good problem-solving skill ensuring that I maintain a ‘high first-time resolution’ when dealing with customer enquiries and I am also viewed as a go to person within my team for support. I am currently looking for a new position to provide a fresh challenge while also allowing me to learn new skills. My eventual career goal is to move to a management position where I can help a team develop their skills and actively contribute to the overall success of the team and company I work for.

Affiliations

  • Photography

Timeline

Process and Operations Service Consultant

Nationwide Building Society
05.2023 - Current

Contact Centre Snr Consultant

Nationwide Building Society
01.2019 - 05.2023

Customer Service advisor

Sky
05.2011 - 01.2019

Customer Service Advisor

MGT Ltd
08.2008 - 04.2011

Office Administrator

Walk Thru the Bible Ministries
06.2003 - 07.2008

GCSEs - Grade C

Tendering High School

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Tristan Nie