Tom Hill Email & Phone Number

Exeter, England, Gb

Exeter, England, United Kingdom

Exeter, United Kingdom

At BT I joined as an apprentice based within customer services. I started off in the mobile faults team taking inbound calls from customers having issues with their mobile phones and SIM cards, getting them set up with a mobile and SIM, or helping fix an issue with a mobile or sim and diagnosing faults. I enjoyed this because I am good with technology so could get my teeth into this role. I then wanted to broaden my knowledge with technology on what BT offered so I moved to a team that dealt with broadband and landline faults. I enjoyed this because unlike mobile I hadn't had a lot of previous experience with broadband or landline issues, so it introduced me to a whole new world of technology and widened my knowledge. Keen to develop my skills further I moved onto a team that dealt with sport and TV issues as well as bereavement. I really enjoy sport so dealing with customers who were calling about sport was easy to start up conversations. Bereavement was something new for me because it was dealing with customers who had just lost a relative and were looking to close down their account or transfer it. It was always an emotional call and really helped me develop my empathy with customers and dealing with tricky situations. I have developed my ICT skills at BT using different customer management systems on a day to day basis, adapting to learn how to use new ones, because BT are constantly changing how it operates. The system I use when answering calls is called Oneview, this is a database system for customer's details and has links we can use if we need to run faults checks, complete sales or sort out bills. I have also learnt how to upsell products and services, identifying opportunities from talking to customers to see when I could sell them something and ensuring a good experience to help retain them as a customer. This was also good for the company as it increased sales.

Bovey Tracey, United Kingdom

At Dartmoor National Park I worked as a volunteer in the communications team and helped with the organising of a high-profile national conference. Delegates included a Minister and top government officials and there was also a video address by HRH The Prince of Wales. My role was to process the delegate booking forms into Excel, demonstrating my skills in I.T and the use of Excel spreadsheets. I was asked to support the development of a film to be shared on social media about wild camping. I researched the type of film to engage with a younger audience and helped find a presenter. I have been thanked in the credits for my help with this film. I also helped the business with social media support using Hoot-Suite to set up tweets to come out on certain dates to promote the other National Parks around the UK.

Dawlish, United Kingdom

Working at local holiday park in the customer service team helped me gain confidence in dealing with the public; demonstrating good customer service skills and being calm when under pressure when dealing with customers and their needs.

Dawlish, United Kingdom

Working in a local bakery as a kitchen assistant helped me to think on my feet because it was always busy.

Exeter, United Kingdom

I spent my work experience with Devon County Council in the Trading Standards Team and Marketing department. In the Trading Standards team, I had to phone local businesses about an approved trader scheme they were running and ask for feedback. I also helped them with sorting out fake goods, which was interesting. In the marketing team I was asked to help design a new website and I had to do this on a web design programme that I had not used before, I was told I did a good job.

Customer Service Support/Call Center/Teleservice Operation, Pass

Level 3 Extended Diploma, Business Studies, B,B,C

Gcse'S, Mathematics, 2 B'S And 3 C'S Including Maths And English.