$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Senior
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Customer Service Champion - Telephone & Email Support Specialist
Stephen Wilson
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
Thank you for taking the time to check out my profile!
My name is Steve and I’m a Customer Service Professional from the UK.
I have over 13 years’ experience in the customer service industry, ranging from Helpdesk Support right up to managing call centres of over 100 team members.
I have worked for some of the biggest companies and organisations of their type in the UK, including Clarion Housing Group, Medway Council and Rydon Maintenance. I even used to work as a Police Officer in London’s Metropolitan Police Service – which means I know how to handle even the most tricky customers.
I specialise in Email Support, Complaint Management, Customer Onboarding and Incoming Telephone Support. If you need a leader for your customer service operation, or if you just need a premium support member, then you need look no further.
I will treat your customers like royalty and always go over and above. If I don’t surprise at least one customer a day with the service they receive, then I don’t consider it a good day.
Thank you for considering me for your next project, and I look forward to speaking with you soon.
My name is Steve and I’m a Customer Service Professional from the UK.
I have over 13 years’ experience in the customer service industry, ranging from Helpdesk Support right up to managing call centres of over 100 team members.
I have worked for some of the biggest companies and organisations of their type in the UK, including Clarion Housing Group, Medway Council and Rydon Maintenance. I even used to work as a Police Officer in London’s Metropolitan Police Service – which means I know how to handle even the most tricky customers.
I specialise in Email Support, Complaint Management, Customer Onboarding and Incoming Telephone Support. If you need a leader for your customer service operation, or if you just need a premium support member, then you need look no further.
I will treat your customers like royalty and always go over and above. If I don’t surprise at least one customer a day with the service they receive, then I don’t consider it a good day.
Thank you for considering me for your next project, and I look forward to speaking with you soon.
Markets
United States
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Available
My experience
2017 - ?
job
CLIENT MANAGER
Ecommerce Freedom.
• Lead handler for customer support requests (Zendesk tickets, emails, telephone calls, Facebook messages)
• Coaches and carries out onboarding for new students
• Examines our students, our mission and the market to develop new initiatives so that we can help more students become successful
• Manages all Ecommerce Freedom Social Media pages
• Coaches and carries out onboarding for new students
• Examines our students, our mission and the market to develop new initiatives so that we can help more students become successful
• Manages all Ecommerce Freedom Social Media pages
Social Media, Ecommerce, Facebook, Onboarding, Support, Zendesk, Manager, Social
2017 - 2018
job
CUSTOMER CONTACT TEAM LEADER
Rydon Maintenance.
• Took responsibility for the management, motivation and development of Customer Service Operators who co-ordinated the delivery of maintenance repairs on a day to day basis.
• Monitoring KPIs (key performance indicators), driving continuous improvement to the quality of customer care
• Co-ordinated multiple contracts across the contact centre, ensuring excellent service delivery
• Carried out monthly 121s for all Customer Service Operators to ensure development of the team
• Monitoring KPIs (key performance indicators), driving continuous improvement to the quality of customer care
• Co-ordinated multiple contracts across the contact centre, ensuring excellent service delivery
• Carried out monthly 121s for all Customer Service Operators to ensure development of the team
Contracts, Continuous improvement, Management, Customer service, Service, Motivation, Development, Monitoring, Contracts, Service Delivery
2015 - 2017
job
POLICE OFFICER
Metropolitan Police Service.
maintaining area policing in line with local authorities, CDRPs (Crime and disorder reduction partnerships) and needs of the public
• Working closely with local communities to protect the public and their property, reduce crime and its impact on community, throughout the borough
• Developing communications with a wide variety of individuals, communities, partners and agencies to minimise issues such as anti-social behaviour and criminal damage
• Using a wide range of technology to uphold law and order and bring about the successful prosecution of criminals through the detection, prevention and investigation of crime
• Working closely with local communities to protect the public and their property, reduce crime and its impact on community, throughout the borough
• Developing communications with a wide variety of individuals, communities, partners and agencies to minimise issues such as anti-social behaviour and criminal damage
• Using a wide range of technology to uphold law and order and bring about the successful prosecution of criminals through the detection, prevention and investigation of crime
Technology, Community, Social, Customer service, Teaching, Public speaking, Public sector, Public relations
2014 - 2015
job
CONTINUOUS IMPROVEMENT OFFICER
Circle Housing.
• Monitoring the service and performance provided to customers by the housing association, to identify areas for improvement
• Acting as complaints coordinator to ensure the provision of a speedy response to complaints or compliments
• Completing regular reviews of the association's actions to check accurate reporting of complaints and to assess if problems had been successfully dealt with
• Evaluating what improvements in service and performance had been implemented in each case
• Acting as complaints coordinator to ensure the provision of a speedy response to complaints or compliments
• Completing regular reviews of the association's actions to check accurate reporting of complaints and to assess if problems had been successfully dealt with
• Evaluating what improvements in service and performance had been implemented in each case
Continuous improvement, Service, Coordinator, Monitoring
2014 - 2014
job
SENIOR CUSTOMER CONTACT OFFICER
Medway Council.
• Supervised a team of Customer Contact Officers, leading and motivating them to deal with customer enquiries, identifying and resolving problems successfully during the first contact
• Collaborated with the Operational Manager and Senior Officers to set appropriate targets minimum of 80%) for each type of enquiry, reducing the need for repeat calls
• Proactively appraised team performance, working closely with the Business Improvement Team to analyse statistics to improve service and maximise customer satisfaction
• Establishing a good rapport with the team, encouraging knowledge sharing, monitoring and addressing poor performance issues and setting relevant development plans for the team
• Collaborated with the Operational Manager and Senior Officers to set appropriate targets minimum of 80%) for each type of enquiry, reducing the need for repeat calls
• Proactively appraised team performance, working closely with the Business Improvement Team to analyse statistics to improve service and maximise customer satisfaction
• Establishing a good rapport with the team, encouraging knowledge sharing, monitoring and addressing poor performance issues and setting relevant development plans for the team
Service, Statistics, Development, Monitoring, Manager
2011 - 2013
job
SHIFT MANAGER
Centra Pulse and Connect.
• Working for one of the UK's leading independent Telecare service providers delivering services to over 100 organisations, local authorities and 94,000 individuals
• Managed and supported Advisors working on alarm-based Telecare and Telehealth services
• Coached developed and mentored the team to ensure that services were in accordance with company standards of quality and service and the relevant Codes of Practice
• Ensuring the team achieved demanding performance targets and provided an exemplary level of customer service
• Managed and supported Advisors working on alarm-based Telecare and Telehealth services
• Coached developed and mentored the team to ensure that services were in accordance with company standards of quality and service and the relevant Codes of Practice
• Ensuring the team achieved demanding performance targets and provided an exemplary level of customer service
Customer service, Service, Manager
My education
2006
-
2008
Maidstone Grammar School
A Levels, A Levels
A Levels, A Levels
GCE A2 Level History (C)
GCE AS Level Philosophy (D)
GCE AS Level Government and Politics (E)
2001
-
2006
Maidstone Grammar School
Secondary, GCSEs
Secondary, GCSEs
Stephen's reviews
Stephen has not received any reviews on Worksome.
Contact Stephen Wilson
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Stephen directly in Worksome.
are ready to help you
and get specific bids from skilled talent in Denmark