Employment History (10 years)

Role	Company	Dates	Brief Duties and Achievements
Retentions Advisor	Virgin Media	November 2020 - Present	Role Taking calls from Virgin Media Customers Assisting customers with faults Retaining customers using sales techniques Handling complaints Handling complex billing issues Maintaining the accuracy of data Accurately keying orders
Team Member	McDonald's Restaurants	Aug 2017 - October 2020	Role Working as part of a team to produce fresh, hot and tasty food in a fast-paced environment. Cleaning to ensure hygiene is maintained at all times. Deep cleaning and cleaning ovens, grills and fryers to keep them producing the same quality of food every time. Taking orders and payments with a smile and engaging with customers to ensure that they enjoy their visit. Providing excellent customer service. Handling customer complaints and expectations. Achievements Received an award for employee of the month in September 2017. Completed all training and passed all exams required to display all four stars for excellence on my badge.
Service Improvement Officer	Redcar and Cleveland borough council	Jul 2008 – Mar 2017	Role Alongside other service improvement team members, responsible for the on-going maintenance of and delivery against directorate Service Improvement Plans. Responsible for the review of service policies and procedures. Directing, coordinating and reviewing the work of colleagues involved in relevant projects. Maintaining and enhancing knowledge and understanding of new developments pertinent to the improvement of the delivery of social care and public health services. Develop and implement relevant information systems linked to service improvement. Organising the acquisition of suitable resources as required. Achievements Given promotion and a pay raise for performance in October 2009. Redeveloped reporting resulting in improved accuracy and reduced time to produce annual statutory reports and regular monthly reports. Assisted in migration from ORACLE HRMS to Agresso ERP by acquiring all of the employee and payroll data and editing it into a suitable format for upload into the new system. Moved from Management Information Services to Service Improvement in August 2014. Given promotion and a pay raise for performance in December 2014. Developed several small-scale applications using VBA to improve upon existing systems and procedures.

Role

Company

Dates

Brief Duties and Achievements

Retentions Advisor

Virgin Media

November 2020 - Present

Role

Taking calls from Virgin Media Customers
Assisting customers with faults
Retaining customers using sales techniques
Handling complaints
Handling complex billing issues
Maintaining the accuracy of data
Accurately keying orders

Team Member

McDonald's Restaurants

Aug 2017 - October 2020

Role
Working as part of a team to produce fresh, hot and tasty food in a fast-paced environment.
Cleaning to ensure hygiene is maintained at all times.
Deep cleaning and cleaning ovens, grills and fryers to keep them producing the same quality of food every time.
Taking orders and payments with a smile and engaging with customers to ensure that they enjoy their visit.
Providing excellent customer service.
Handling customer complaints and expectations.

Achievements

Received an award for employee of the month in September 2017.
Completed all training and passed all exams required to display all four stars for excellence on my badge.

Service Improvement Officer

Redcar and Cleveland borough council

Jul 2008 – Mar 2017

Role
Alongside other service improvement team members, responsible for the on-going maintenance of and delivery against directorate Service Improvement Plans. Responsible for the review of service policies and procedures. Directing, coordinating and reviewing the work of colleagues involved in relevant projects. Maintaining and enhancing knowledge and understanding of new developments pertinent to the improvement of the delivery of social care and public health services. Develop and implement relevant information systems linked to service improvement. Organising the acquisition of suitable resources as required.

Achievements
Given promotion and a pay raise for performance in October 2009.
Redeveloped reporting resulting in improved accuracy and reduced time to produce annual statutory reports and regular monthly reports.
Assisted in migration from ORACLE HRMS to Agresso ERP by acquiring all of the employee and payroll data and editing it into a suitable format for upload into the new system.
Moved from Management Information Services to Service Improvement in August 2014.
Given promotion and a pay raise for performance in December 2014.
Developed several small-scale applications using VBA to improve upon existing systems and procedures.