Paul Summers Email & Phone Number

Glasgow, United Kingdom

Glasgow, Glasgow City, United Kingdom

In this role, I worked as a Retail Sales Advisor as part of a team to assist customers and make sure their shopping experience is enjoyable. Through ensuring customers had a good experience in store, this also helped create repeat business and maintain customer loyalty. Welcome and advise customers on the best options for their needs. Place orders, arrange delivery and handling payments. Dealing with customer complaints and resolving these if possible. Receiving deliveries from suppliers. Responsible for security within the store.

Kilmarnock, United Kingdom

During my time in this role, the team and myself worked to resolve faults on our clients Customer Relationship Management System that manages customer accounts. Problem solving was a key part of my role in the team. We used surveys in order to gather examples on each individual fault, validate and resolve each fault and then collate our findings in a report that was then delivered to key stakeholders once per week to analyse the impact and encourages fixes and updates. Analysed faults in real-time to determine if there is a new issue in progress and raising this as an incident to the relevant teams to assist in getting the issue resolved quickly and efficiently. Performed Time-In-Motion studies to identify key call drivers in the department and assess the system's impact on agent's Average Call Handling Time across the site and the impact to customer journey. Created the master report that the team use to present to key stakeholders the main issues faced by our Department over the previous weeks both at a high and low level of detail. Created the master faults sheet for the team, as a whole, to use to collate fault examples. This spreadsheet also calculates, in real-time, various parts of key information for the team to assess what faults are being reported, how often and the overall amount reported.

Kilmarnock, United Kingdom

In this role, I was involved in creation of processes from end-to-end analysing potential risks within these processes and feeding back concerns to key stakeholders. I was also responsible for managing my team: providing the team with tasks, setting appropriate time-scales for completion, managing workloads within the team and ensuring that the team delivered work to the highest standard, on time and ensured that the team’s time as a whole, was efficiently utilized.

Kilmarnock, United Kingdom

Within this position, I was responsible for resolving first line technical issues any customer may have encountered. Using various diagnostic systems and my own knowledge I assisted many customers with a variety of problems and queries and resolved them efficiently.

Ba/Bsc (Hons) Design And Innovation, Graphic Design

Computer Games And Programming Skills

- Mathematics for Computer Games - Introduction to Games Design - Introduction to Games Programming - Fundamentals of Computing.

Education record

Qualifications Earned: - Photography - Higher - A - Information Systems - Higher - B - Mathematics - Higher - C - Graphic Communications.