William Nellins

• Managed daily office operations for a busy commercial and residential cleaning company, ensuring efficient service delivery across multiple client sites.
• Coordinated staff schedules, monitored attendance, and managed timesheets to maintain effective workforce coverage.
• Acted as primary point of contact for clients, handling enquiries, service bookings, complaints, and contract administration.
• Maintained accurate financial and operational records, ensuring compliance with company procedures and reporting requirements.
• Managed accounts receivable, issuing invoices, tracking payments, reconciling accounts, and following up on overdue balances.
• Managed accounts payable, processing supplier invoices, scheduling payments, and maintaining purchase records.
• Prepared and submitted VAT returns, ensuring accurate financial reporting and compliance with Revenue deadlines.
• Assisted with budgeting, expense monitoring, and financial reporting for senior management.
• Ordered cleaning supplies and equipment, monitored stock levels, and controlled purchasing costs.
• Supported recruitment and onboarding of staff, maintaining employee records and documentation.
• Investigated service issues, identified root causes, and implemented corrective actions to improve service quality.
• Liaised with clients, suppliers, and contractors to resolve operational matters and maintain service standards.

Fleet Management

• Managed company fleet used by cleaning teams, including vehicle allocation and availability.
• Scheduled maintenance, servicing, CVRT, and repairs to ensure compliance and minimise downtime.
• Maintained insurance, compliance, and vehicle usage records.
• Monitored fuel consumption and running costs.
• Handled vehicle incidents and ensured adherence to company driving and safety policies..

• Managing a team of 8-10 people
• Daily huddles with team members to discuss performance as a team, and also any changes that need to be implemented
• Making sure my team adheres to service level agreements/targets
• Managing credit control, revenue protection team, and all back-office duties
• Dealing with customer complaints and ensuring they were dealt with effectively and to resolving the customer's complaint.
• Ensuring a high standard of customer service is provided by my team
• Assisting in shortlisting CVs for potential new employees
• Carrying out interviews with an interview panel
• Organising training plans for new employees
• Providing support to my surrounding teams
• Daily outbound calls to resolve complaints
• Maintain databases of customers
• Ensuring Daily KPI are met for the contact centre
• Daily NI Market messages workflow actioning
• Compile monthly and quarterly performance reports
• Attending weekly KPI meetings to present weekly progress in team stats
• Attending monthly RCM meetings with senior management
• Led cross-functional investigations to determine underlying causes of system failures and implemented corrective actions.
• Applied structured RCA techniques (5 Whys, Fishbone diagrams) to resolve recurring operational issues.
• Conducted root cause analysis to identify production defects, reducing the error rate for the balance score card limit to 5%.
• Assisted in developing 5 robotic systems to improve the efficiency of admin work, freeing staff members' time for other important duties
• Analysing data to spot trends and implementing changes to improve the efficiency of employees
• Compliance and Regulatory assistance
• Courses attended and completed: Customer Service, Leadership and Management, Revenue Protection, Credit Control Management, Vulnerable Customers, Complaints Handling
• Excellent knowledge of the SAP system
• UAT Testing - CRM system amendments and improvements
• Received SPARKS award - going above and beyond
• Team Leader of the year award
• Interviewer trained
• First Aid trained

• First point of contact for any customer of Electric Ireland
• Back office administration work - working off daily spreadsheets
• Credit control to prevent revenue loss
• Being a part of a small team, but working effectively to ensure all work is completed on time
• Dealing with customer complaints and ensuring they were dealt with effectively
• Ensuring a high standard of customer service regardless of the situation
• Providing as much help to my surrounding team
• Daily outbound calls to complete customers switch to Electric Ireland
• Working off systems like SAP/Liberty
• Being a part of Electric Ireland, growing from under 10000 customers to over 90000
• Accounts payable - Temporary

• First point of contact to any broadband customer for EE
• Handling calls and dealing with issue to a target handling time
• Higher level escalation complaints and callbacks
• Floor support for new agents
• Working apart of a team to insure that all work in completed on time and with the right standard
• Back office administration work
• Insuring that the customer left the phone call satisfied and handled the issue well

• Worked on a specific campaign targeting new and existing clients and making somewhere in the region of 250 to 350 calls per day
• Ensuring that I had at least a 2 minute conversation with roughly 100 potential / existing customers per day
• Consistently met targets and achieved bonus
• Built rapport with customers in a very short period of time
• Developed my communication skills
• Handled customer complaints
• Was a strong team player, supporting and encouraging other team members
• Maintained a positive & enthusiastic attitude in a highly pressurised environment
• Became very target driven, self-motivated and determined to succeed
• Worked within the constraints of a regulated environment (FSA)

• Dealt with customer queries / complaints in an efficient, polite and professional manner
• Worked to specific targets & consistently met & exceeded these
• Developed a range of skills by conversing with clients, listening to and understanding their BT related issues & taking the best action to resolve these speedily and effectively
• Various administration duties as required

• Sold Lovefilm subscriptions door to door
• Was targeted to hit 10 sales per week
• Initially was hitting 5-6 sales but brought this up to 10+ in no time
• Gained team lead experience as I was given the responsibility of managing small teams of 3 - 4 less experienced sales advisors

• Provided a high standard of customer service
• Part took in daily stock takes
• Operated the till