Open to opportunities

Adam W

@adamw

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Compassionate customer support professional with a decade of experience.

United Kingdom

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What I'm looking for

I am seeking a fully remote customer service role focused on delivering empathetic, high-quality assistance.

With over a decade of experience in customer support, I have developed a compassionate and versatile approach to handling sensitive and complex issues. My career has been dedicated to providing high-quality assistance in high-pressure, multi-channel service environments. Currently, I am pursuing a part-time degree in Cybersecurity, which complements my extensive background in customer service and fraud investigation.

In my current role as a Fraud Investigator and Customer Support Advisor at FirstSource Solutions, I manage fraud cases across various payment types, ensuring that at-risk individuals receive the support they need. My ability to analyze transaction patterns and deliver empathetic communication has been recognized by major clients, where my calls have been used as gold-standard examples in training material. I thrive in collaborative environments, working closely with teams to refine processes and enhance service delivery.

Experience

Work history, roles, and key accomplishments

Current

Fraud Investigator & Customer Support Advisor

Current

FirstSource Solutions

Jan 2022 - Present (3 years 5 months)

Investigated and managed fraud across various payment types, primarily debit card transactions and online banking transfers. Analyzed transaction patterns and customer behavior to detect and prevent fraud in real-time, applying sound judgment to minimize risk.

Fraud Investigation Transaction Monitoring Risk Management Customer Support CRM Data Analysis Communication

Current

Poll Clerk

Current

Electoral Office of Northern Ireland

Jan 2011 - Present (14 years 5 months)

Managed polling stations during elections, supported voters, and ensured data accuracy. Trusted for high-integrity civic responsibilities.

Election Management Voter Support Civic Responsibility Event Management

Technical Support Advisor

FirstSource Solutions

Jan 2016 - Present (9 years 5 months)

Delivered first-line support for broadband, mobile, and digital TV services, acting as a trusted advisor during the COVID-19 pandemic. Frequently commended for empathetic communication and clear explanations of technical solutions.

Technical Support Customer Service Troubleshooting Google Workspace Communication Problem Solving Digital TV Mobile

Call Advisor

HCL Technologies

Jan 2015 - Present (10 years 5 months)

Resolved customer issues for a UK credit card provider via phone and email. Processed balance transfers, managed payment plans, and addressed transactional disputes.

Customer Service Payment Processing Email Support Dispute Resolution Communication

Sales Advisor

MMD Communications

Jan 2013 - Present (12 years 5 months)

Managed contract renewals and sales via inbound/outbound calls for consumer and business customers. Built rapport with customers, leading to high levels of customer satisfaction and sales conversion rates.

Sales Contract Management Customer Satisfaction Inbound Sales Outbound Sales Communication Negotiation

Education

Degrees, certifications, and relevant coursework

Open University

BSc (Hons), Cybersecurity

Grade: Distinction (Introduction to Computing and Information Technology)

Currently pursuing a part-time degree in Cybersecurity with the Open University. Completed 'Introduction to Computing and Information Technology' with Distinction.

Integrated College Dungannon

GCSEs, General Studies

Completed General Certificate of Secondary Education (GCSEs) in various subjects including Maths, English, French, History, Geography, Sciences, and Physical Education.