William Barber
Wigan,Greater Manchester
Summary
Technical support guide with extensive experience in customer service at BT, EE, and McDonald's. Proven ability to troubleshoot broadband, mobile, and network issues, achieving high customer satisfaction. Skilled in first-call resolution and complaint management, seeking to leverage IT expertise in a new role.
Overview
5
5
years of professional experience
Work History
BT/EE Technical service guide
BT Consumer
Warrington
11.2025 - Current
- Delivered technical support across broadband, landline, and mobile services in a busy contact centre.
- Diagnosed and resolved connectivity and device issues using advanced troubleshooting and diagnostic tools.
- Guided customers through step-by-step solutions to enhance first-call resolution rates.
- Assisted in maintaining accurate customer accounts.
Logged case notes effectively for future reference.
Supported escalation of complex issues in accordance with procedures. - Communicated technical information effectively, ensuring high customer satisfaction scores.
- Achieved optimal call handling times and resolution rates by employing effective communication strategies.
- Resolved customer complaints by de-escalating situations and ensuring compliance with organisational guidelines.
Crew Trainer
McDonald's
Warrington
10.2020 - 10.2025
- Guided team to achieve quality standards and target objectives.
- Facilitated onboarding processes for new members to ensure mastery of operational procedures.
- Guided colleagues in comprehending company products and services.
- Led by example, demonstrating exemplary customer service and work ethic to trainees.
- Worked alongside junior employees to improve performance, food safety and customer service.
- Coordinated with management to identify training needs and develop relevant training initiatives.
- Promoted a culture of excellence and accountability, motivating crew to excel in their roles.
- Observed standards routinely, coaching and guiding team members to maintain quality service levels.
- Conducted employee training feedback and follow-up interviews to assess areas of opportunity for training improvements.
Education
GCSEs - English: Language
Golborne high school
Warrington2025
A-Levels - Information technology
St John Rigby college
Wigan2022
A-Levels - Psychology
St John Rigby
Wigan2022
A-Levels - Criminology
St John Rigby
Wigan2022
GCSEs - Mathematics
Golborne high school
Warrington2020
GCSEs - English: Literature
Golborne high school
Warrington2020
GCSEs - Information technology
Golborne high school
Warrington 2020
GCSEs - History
Golborne high school
Warrington2020
GCSEs - Science combined
Golborne high school
Warrington2020
GCSEs - PE
Golborne high school
Warrington2020
GCSEs - Design and technology
Golborne high school
Warrington2020
Skills
- Advanced broadband, Wi-Fi, and mobile fault diagnostics
- First- and second-line remote technical support
- Network connectivity troubleshooting & root cause analysis
- CRM systems & accurate case management
- Clear explanation of complex technical issues
- Complaint handling & de-escalation
- Strong customer satisfaction focus
- Professional, confident communication under pressure
Hobbies
- I am passionate about staying fit through regular gym workouts, focusing on strength training and conditioning. I am also an avid football fan and player, enjoying both the tactical and team-oriented aspects of the game. These activities help me stay disciplined, motivated, and energised, while teaching me valuable lessons in teamwork, strategy, and perseverance.
Timeline
BT/EE Technical service guide
BT Consumer
11.2025 - Current
Crew Trainer
McDonald's
10.2020 - 10.2025
GCSEs - English: Language
Golborne high school
A-Levels - Information technology
St John Rigby college
A-Levels - Psychology
St John Rigby
A-Levels - Criminology
St John Rigby
GCSEs - Mathematics
Golborne high school
GCSEs - English: Literature
Golborne high school
GCSEs - Information technology
Golborne high school
GCSEs - History
Golborne high school
GCSEs - Science combined
Golborne high school
GCSEs - PE
Golborne high school
GCSEs - Design and technology
Golborne high school