James Wass

Managed client billing in line with current rates and tariff changes, including accurate backdating where required. Produced and issued invoices across multiple platforms, resolved complaints, and supported debt-team delivery while communicating with multiple sites and clients.

Led remote help desk support using Salesforce across calls, emails, and live chat. Guided customers through complex troubleshooting, diagnosed issues by asking targeted questions, and resolved complaints under high-volume, multi-platform pressure.

Resolved customer energy complaints and queries using Intercom and Khoros, coordinating company-wide updates via Slack. Managed customer account changes in Kraken, trained new starters, hosted 1:1s and social calls, and averaged 8 emails per hour.

Supervised customer service operations across two campaigns while handling over 45 outbound calls per hour. Managed GDPR-sensitive information, edited/uploaded data, met KPI and sales targets, and arranged call backs for customers.

Provided leadership for digital operations by defining automation capabilities, operational processes, and organisational models. Owned service and cost targets through P&L, delivered training and automation improvements, and led large teams to improve inbound and outbound service performance while driving financial targets and customer experience.

Edited and corrected CVs and liaised with clients to support achievement of both tangible and intangible objectives. Worked across multiple job roles for major companies while handling inbound and outbound calls and working toward KPI and other targets.

Delivered PE classes for primary school children by creating engaging, unique lesson plans. Completed health and safety training, and collaborated with teachers to improve and vary lesson delivery.

Prepared in-store product displays and advised customers on product fit using strong product knowledge. Worked toward KPI sales targets, supported staff training, used systems to register products, and compiled sales reports for management review.

Completed a Level 2 qualification in fitness instructing.

Completed a Level 3 qualification in public services health and safety.

Completed a Level 3 qualification in personal training.

Completed safeguarding training and holds an enhanced DBS.