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Gavin Underwood 44 Forrest Road, Canton, Cardiff, CF5 1HR 07856953206 [email protected] Personal Statement Contact Centre professional experienced in many different functions including Training, Adjustments and Customer Service. I am a reliable individual with excellent attendance and dedication to my role. A smart and energetic person who is very approachable, motivational and engages effect with colleagues across the whole operation. Adept at solving problems both for customers and my peers, being able to recognise practical solutions and deliver these in an easily understandable way. Recently recognised by my peers for my high performance by being nominated for and winning Employee of the Year 2014 Skills Training Coaching and management Create, design and implement new material/programs Team Motivating Compliance Monitoring Adjustment Error Coach Excellent IT Problem Solving Build strong relationships across operation Customer Service Strong CS background Clear Communication General -Strong customer service skills and sales knowledge -Ability to gain strong relationships with customers and co-workers from all levels -Clear communication orally and written -Ability to cope and show strong use of initiative under pressure -Efficient at problem solving and finding quick solutions -Adapt easily to change and a quick learner Work Experience______________________________________________________ Webhelp - Vodafone Business Trainer 2014 – Present -Train advisors on several skill sets -Manage, coach and mentor a team -Compliance monitoring and reporting -Create, design and implement new material/programs - Monitor and Report each training group Serco Internal

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Gavin Underwood44 Forrest Road, Canton, Cardiff, CF5 1HR

[email protected]

Personal StatementContact Centre professional experienced in many different functions including Training, Adjustments and Customer Service. I am a reliable individual with excellent attendance and dedication to my role. A smart and energetic person who is very approachable, motivational and engages effect with colleagues across the whole operation. Adept at solving problems both for customers and my peers, being able to recognise practical solutions and deliver these in an easily understandable way. Recently recognised by my peers for my high performance by being nominated for and winning Employee of the Year 2014

SkillsTraining

Coaching and management Create, design and implement new material/programs Team Motivating Compliance Monitoring

Adjustment Error Coach Excellent IT Problem Solving Build strong relationships across operation

Customer Service Strong CS background Clear Communication

General -Strong customer service skills and sales knowledge -Ability to gain strong relationships with customers and co-workers from all levels -Clear communication orally and written -Ability to cope and show strong use of initiative under pressure -Efficient at problem solving and finding quick solutions -Adapt easily to change and a quick learner

Work Experience______________________________________________________

Webhelp - VodafoneBusiness Trainer 2014 – Present-Train advisors on several skill sets-Manage, coach and mentor a team-Compliance monitoring and reporting-Create, design and implement new material/programs- Monitor and Report each training group

SercoBusiness Trainer – SDG - 2014 – February 2016-Train advisors on several skill sets-Manage, coach and mentor a team-Compliance monitoring and reporting-Create, design and implement new material/programs- Monitor and Report each training group

Serco Internal

Page 2: DocumentCV

Adjustment Error Coach – SDG - 2013 – February 2016-Investigate and feedback Audits-Track Audits, Missing Return and Advanced Credit Errors-Adhoc complex queries-SDG process, adjustment and account resolution SME -Create and implement adjustment training for all levels-High level Reports for Ops Managers and Head of site

Grad bay coach 2012 – 2013 -coaching my own team giving feedback, one to ones, team meetings and motivation-Deal with escalations, complaints and difficult situations-Trained to perceive and read body language, different states of mind and understand them--Fire Warden-NPS Trained – responding to negative feedback from online surveys and resolving the issue that caused the negative feedback

Call Agent Oct 2011 – 2013-Maintaining strong communication skills with customers and co-workers-Service level 1 and 2 trained and an excellent knowledge of Connect-Personnel Shopper trained. -Floor walking and giving feedback, one to ones, team meetings and motivation to new advisors. Situations -Constant 100% quality and stats to reflect the customer service provided-Understanding of Data Protection and sensitivity of customers details including credit card details-Social committee member

Ashbridge InnBar Supervisor May 2010 – Oct 2011

Que pasa Bar Assistant ManagerOct 2007 - June 2009

MatalanCustomer Service and Sales AssistantJune 2004 - July 2006

Qualifications_________________________________________________________St Albans RC High SchoolA Levels Performing arts- B

Media - C IT – B

West Monmouth SchoolGCSE’sB Grades in: - English lit, French, Dbl Business and DramaC Grades in: - English Lang, Dbl Science, Math’s and Welsh

Serco Internal


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