Customer Service Executive Resume

Contact information

Brian S. Joyce

17 Street

The City of New York

Career objective

Looking for a challenging position of the Customer Service Executive Resume the reputed University with a view to use my wide experience for the benefit of the organization.

Education

Bottisham Village College

September 1990 - July 1995

GCSEs

Mathematics C

English B

English Literature B

Drama B

Science C/C

Design and Technology B

French C

Geography C

Cambridge Regional College

September 1995- January 1996

BTEC National Diploma in Childhood Studies

Various subjects Pass/Merit

Employment History

New Look Retailers Limited

January 1996- August 1998

Supervisor

Duties: Cashing up, merchandising, staffing rotas and wages. Stock taking, selling of account cards.

I obtained a NVQ Level 2 In Retail Operations at New look.

LloydsTSB Bank Plc

August 1998- July 2009

Personal Banker

Duties: In the past: Cashiering, Customer service, cashing up, complaints, telephony, telesales, administration, cashpoints and training other new employees.

Whilst working at LloydsTSB Bank plc I obtained a City and Guilds in Certificate in Customer Service.

Before I left as a Personal Banker: Working on the welcome desk being the first point of contact for customer enquiries. Dealing with complaints from start to escalation if needed. As a personal banker we had to interview customers and assess their needs and provide them with a product that meets these needs. At the same time, looking at other products that would be of benefit to the customer saving them money. Selling credit cards, overdrafts, Home insurance, Privacy guard and added value accounts, including savings. Referring onto colleagues for further sales that I was not licensed to sell.

Throughout my role as a Personal banker we had to complete our lending and general insurance licences. We were continually trained about objection handling, improving sales techniques, customer service and complaint handling.

Booking.com

September 2007- present date

Senior Customer Care Executive

Duties: Call monitoring, Floor walking, Service Level analysis, coaching and mentoring, productivity management, lateness reporting, Team feedback and meetings, conference calls. Assisting with projects for the management team. Recruitment and training. Taking escalated calls from customer service executives. Dealing with internal issues and disputes. Being on hand to take calls when and if necessary with staffing levels. Working with IT and other internal departments when errors with the system and website occur.

I have been involved in our teams performance statistics, updating the agents information on productivity, lateness, sickness and other HR issues. I am responsible for collating the stats to write up the weekly Agent Action plans, provide feedback and coaching off the back of the action plans. I have to monitor calls and record and score these calls for coaching and feedback for the agents. This assists them with improving their calls and customer service.

I also assist in carrying out Spot checks on the work that out team actions, complete coaching logs and set up team incentives. Through my Role as Senior I have gained vast knowledge of the Team leader role, as my team leader is weekend hours only this has enable me to lead the team from Tuesday through to Friday and covering her holiday and Days off.

We have had varied success with our new team of 9 starters and after a Quarter of hard work, coaching and feedback have succeeded in month on month improving to a standard and level that the agents should be achieving. We have had challenges on the way with Agents that needed extra support and mentoring, unfortunat a couple did not make it through. This has given me a lot more knowledge on the formal routes that have be taken with some situations and I have had to deal with a lot of conflict and this has only made me stronger and given me the knowledge I need to use it to my advantage if ever faced with this situation again.

Personal Information

Having worked at the Bank for 10 years I have gained most of my knowledge of customer service, sales and complaint handling.

Since joining Booking.com, I have managed to continue to improve my customer service skills and have also learnt all elements of the customer care executive's role. I was promoted to Senior Customer Care Executive for the Flamingo Team. This has involved me going from Part time to Full time, aswell as taking on the new role of managing my team in the absence of my Team Leader

I work very well in a team and also on my own as I have like to use my initiative and to always be working. I am very organised in my work and homelife, having 3 children under the age of 10yrs probably helps with this.

I have a can do attitude and adapt to change really well, I have had a lot of change in my workplace and home life. I put 100% into my work and like to succeed in everything I do.

In my personal time I enjoy spending time with my family and going out with the children.

References

Brian S. Joyce

Manager

Wap Company.

Brian_Joyce@gmail.com