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jobs
Customer Happiness Expert
Michael Wheeler
,
Birmingham, United Kingdom
Experience
Other titles
Skills
I'm offering
An organised and results-orientated Customer Service Professional who has a vast amount of proven experience communicating through multiple channels. I take pride in representing a company at its first point of contact and seek to build relationships that inspire confidence and loyalty. I have found that my positive, problem-solving attitude and drive to continue to go above and beyond for customers consistently achieves great results.
Key Skills
• Excellent communication skills, both written and verbal
• 84 words per minute typing speed with 95% accuracy
• Confident in managing data through CRM and other technology
• Experienced home worker with dedicated private workspace, fast broadband speeds and Grammarly software
• Understanding of GDPR, case management and complaint handling
Long gone are scripted, robotic and lengthy customer service days. I want to find my next challenge in a dynamic, results-driven workplace that allows me to showcase my talent.
Key Skills
• Excellent communication skills, both written and verbal
• 84 words per minute typing speed with 95% accuracy
• Confident in managing data through CRM and other technology
• Experienced home worker with dedicated private workspace, fast broadband speeds and Grammarly software
• Understanding of GDPR, case management and complaint handling
Long gone are scripted, robotic and lengthy customer service days. I want to find my next challenge in a dynamic, results-driven workplace that allows me to showcase my talent.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2017 - 2020
job
Customer Contact Centre Advisor
Highways England.
I dealt with a diverse range of enquiries via spoken and written methods which included; live traffic incidents, taking reports of critical infrastructure damage, processing claims for damages and providing information about live incidents, major projects and planned roadworks. I regularly dealt with complaints and always made sure to set expectations for the customer aiming to achieve first contact resolution where possible. Prioritising my caseload was important to ensure that safety and time critical enquiries are dealt with within KPI's and in line with all policies, procedures and company values.
Safety, Infrastructure, KPI, Processing, Customer
2017 - 2017
job
Media Editor
INRIX.
• Created reports to highlight traffic incidents in the North West region to distribute to high profile media clients for radio and television.
• Monitoring of multiple systems to detect new incidents and abnormalities in traffic flow data.
• Liaised with external stakeholders through telephone and social media to gather accurate information.
• Built relationships with stakeholders to understand their expectations and achieve results.
• Monitoring of multiple systems to detect new incidents and abnormalities in traffic flow data.
• Liaised with external stakeholders through telephone and social media to gather accurate information.
• Built relationships with stakeholders to understand their expectations and achieve results.
Social Media, Radio, Monitoring, Social
2016 - 2017
job
Lead difficult conversations with members of the public
West Midlands Police.
Emergency Call Handler
February 16 - January 17
• Answered 999 calls from members of the public and other emergency services requesting police assistance.
• Worked quickly and accurately to ensure the right response was issued in the first instance. A strong emphasis on non biased decision making.
• Lead difficult conversations with members of the public in life threatening situations, having to influencing their behaviour to reduce risk of threat and harm.
• Worked well as part of a large team with multiple resources to ensure positive outcomes.
• Took ownership of work and followed through with incidents from time of call until arrival at scene by officers.
February 16 - January 17
• Answered 999 calls from members of the public and other emergency services requesting police assistance.
• Worked quickly and accurately to ensure the right response was issued in the first instance. A strong emphasis on non biased decision making.
• Lead difficult conversations with members of the public in life threatening situations, having to influencing their behaviour to reduce risk of threat and harm.
• Worked well as part of a large team with multiple resources to ensure positive outcomes.
• Took ownership of work and followed through with incidents from time of call until arrival at scene by officers.
2014 - 2016
job
Residential Support/ Sessional Worker
Autism West Midlands.
• Supported vulnerable children and young people who have autism and disabilities in a residential environment.
• Trained new staff members following framework and addressing any performance concerns. Monitored staffing levels and rotas for cover.
• Created and regular auditing of medication records, legal health documents and risk assessment spreadsheets through Microsoft Office.
• Responsible for the monitoring of acute medical conditions and the administration of medication. Minimised risk to the health, safety and welfare of service users and colleagues at all times.
• Trained new staff members following framework and addressing any performance concerns. Monitored staffing levels and rotas for cover.
• Created and regular auditing of medication records, legal health documents and risk assessment spreadsheets through Microsoft Office.
• Responsible for the monitoring of acute medical conditions and the administration of medication. Minimised risk to the health, safety and welfare of service users and colleagues at all times.
Administration, Service, Safety, Support, Assessment, Monitoring, Health, Office, Framework
My education
?
-
2010
n/a
GCSEs, Mathematics and English
GCSEs, Mathematics and English
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