• A specialist outsourced contact centre, primarily focused on handling reactive fault and maintenance requests with job deployment to engineers and help desks• Trained to receive and deploy planned and reactive fault calls, emergency service calls and provide support 24 hours a day using software such as SAMs, Ostara and SAP• Remained calm, listening and speaking clearly to reassure the client on the phone help will be there as soon as possible, handled calls for lift breakdowns from the entrapped person.• Served more than 500 clients, therefore being trained to answer calls for a local plumbing firm and taking messages; to receiving a service call from a supermarket and then allocating the callout to the relevant engineer.

• Worked in a quick pace working environment• Remained calm in intense high pressure situations• Engaging in conversations with clients and providing in depth product knowledge• Effectively meeting KPI targets, through consistency and a drive to achieve• Being top of the leader board for KPI’s multiple times• Informing new members of staff on policies and procedures, supporting with any difficulties• An individual who identifies customers’ requirements and then recommends a product owned by the company which provides a greater profitability margin on the sale.

• Agent within a busy sales environment within the insurance industry• Meeting sales targets to clients who call to report faults with Sky viewing equipment• Listening to the callers’ description of their fault to identify the issue and respond by providing systematic technical assistance to resolve the problem• Making clients aware of protection available to their Sky viewing equipment, whilst identifying and making customers aware of additional protection available to their devices such as televisions, tablets and laptops.