Andrew Straiton Email & Phone Number

London, United Kingdom

Brentford, Greater London, United Kingdom

• Responsible for the management of customer service / sales and relationship with over 60 key accounts. • Maintaining the company's existing relationships with a group of clients, so that they will continue using the company for business.• Prioritisation of VIP / high billing accounts to maintain an effective working relationship.• Development of new processes and procedures supporting the outsourcing strategy of our business to consumer services.• Resolution of customer queries / complaints via social media platforms; Twitter & Facebook. • Supporting development of Zendesk CRM and day to day usage.• Relationship management of courier partners; DHL, DPD & UPS.• Day to day telephone and E-mail communication.

Thorpe Park

Osterley

• Diagnosis / Troubleshooting customer issues and providing an efficient resolution within all contact channels • Managing escalated complaints from exec level down.• Building an efficient community relationship with superusers thus supporting the NOW TV customer base with my shared knowledge• Maintaining a proactive Social Media presence informing customers of changes and supporting them with their issues• Effective communication and support of key stakeholders within NOW TV• Good understanding of Sky’s business CRM systems• Administrative support for other departments including Service Operations and Brand/Marketing

London, United Kingdom

• Delivery of excellent Customer Services working to set SLA’s and KPI’s• Supervising / Managing team in absence of management• General team administration from ‘Qfiniti’ quality scoring to note taking and commission trackers• Attending department head and senior management level meetings to identify training/system issues or needs within the department• Training / New starter support providing feedback to managers and Sky training team• Updating SharePoint, knowledge management and internal social media platform (Chatter)• Analyzing data and feeding back to Sky IQ / Incentives Team

London, United Kingdom

• Management of 5 FTE• PA administrative duties for various department heads • Organization / arrangement for travel, accommodation and adhoc meetings including management of finances through Ariba• Stakeholder management and effective communication• Main key holder, responsible for both health and safety and day to day stock usage / purchasing /logistics to different work sites• Contract negotiations and vendor assessments with suppliers of equipment required for specific jobs. • Arranging logistics to deliver equipment to various sites.• Feedback / Implementation to Sky’s Stakeholders• Documentation of processes /procedures and training of staff

Livingston

• Management of 12 FTE• Setting team objectives: KPI’s / SLA’s and monitoring reporting to ensure on target delivery through training, Coaching and personal development• Quality and Compliance checks• HR processes

Livingston / Dunfermline

Dealing with Billing, Installation and technical calls.Speaking with engineers and independent installersGeneral Customer Service queriesComplaint Handling

Livingston - Sky Tv

As per role above

Scotland

Key HolderStaff Rota'sStaff Management Stock ManagementHR ProceduresSecurity Loss preventionHealth and Safety Merchandising Banking

Stirling

Worked in various roles throughout the store including ::CheckoutBakeryFish, Deli and Fresh Meat CountersGroceryNight ShiftCafeStock Control

Hnc, Computing, Hnc

Gcse

Obtained 8 A-C Scottish grades (equivalent to GCSE's)