Graduate from Liverpool John Moores University with a BA (First-Class Honours) in English Literature.Currently working as a Team Lead at EE Tyneside where my tenure has honed my capabilities in customer service management and sales leadership. With a focus on driving customer satisfaction, first-call resolution, and retention rates, my team and I excel in delivering exceptional customer support and tailored complaint resolutions.Other day-to-day duties include: - Covering/ assisting a team of 15 - Supporting other managers when required - Coaching and development - Resolving executive complaints and handling escalation calls - Ensuring company targets are met by the team (performance stats and sales)When I'm not working, I'm in the gym. - Amateur boxer at Marden ABC 🥊Recent EE testimonies & Surveys:1st October 2024 - "Jake was really helpful in understanding the problem and putting it right quickly. He gave good advice, without pushing any solutions that I didn't want" - 10/10 NPS from Christopher14th October 2024 - "He was super polite and helpful. He also helped resolve all my issues. I felt heard and was treated like a valued customer" - 10/10 NPS from Favour17th October 2024 - "The person I spoke to from EE was very knowledgeable and explained everything I wanted to know so that I could comprehend it... He was excellent" - 9/10 NPS from Robert2nd November 2024 - "Jake was very helpful going through my account. He sent me a text that I could use to book another callback afterwards if needed. The conversation we had was very helpful as when you're trying to contact EE it's an absolute nightmare trying to get through the automated system when all the caller wants to do is have a conversation about their billing" - 10/10 NPS from Doreen