Open to opportunities

Kyle Walker

@kylewalker

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Customer Service Advisor known for compliant, proactive resolutions that boost customer satisfaction.

United Kingdom

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What I'm looking for

I’m looking for a customer-focused role where I can resolve complex issues end-to-end, stay fully compliant, and improve satisfaction and loyalty. I bring proactive service, strong documentation, and coaching/leadership experience, and I’m open to relocating anywhere.

I’m a customer service professional with experience across diverse sectors, recognized for resolving customer queries effectively and improving satisfaction rates by up to 89%. In banking, I supported payments, transaction disputes, and online banking while ensuring secure handling of customer data in line with data protection regulations. Across energy and telecoms, I handled escalations, investigated complex complaints, and delivered regulatory-compliant support to vulnerable customers—consistently maintaining high compliance rates (99%–100%).

I bring a proactive service delivery approach that improves loyalty, customer experience, and operational efficiency through clear documentation and accurate case records. I’ve also led teams (improving KPIs by 60% and boosting satisfaction rates by 85%) and strengthened outcomes through coaching, upselling/cross-selling, and disciplined attendance and procedures. I’m comfortable working with CRM/data entry and Microsoft Office to deliver excellence in every interaction.

Experience

Work history, roles, and key accomplishments

Customer Service Advisor

Concentrix

Sep 2023 - Oct 2024 (1 year 1 month)

Delivered expert support to banking customers regarding payments, transaction disputes, and online banking. Ensured secure handling of customer data in line with data protection regulations.

Customer Service Banking Support Payment Disputes Data Protection Case Management Customer Loyalty

Energy Escalations Handler

Utility Warehouse

Aug 2022 - May 2023 (9 months)

Investigated complex customer complaints concerning energy services and billing issues, coordinating with internal teams to deliver prompt resolutions. Maintained detailed documentation to support a 99% compliance rate.

Complaint Handling Energy Billing Escalations Complaint Resolution Regulatory Compliance Case Documentation De escalation

Customer Experience Advisor

Firstsource Solutions

Feb 2021 - Aug 2022 (1 year 6 months)

Provided technical support across TV, broadband, and phone services, and delivered regulatory-compliant financial assistance to vulnerable customers. Maintained precise case records, contributing to a 100% compliance rate.

Technical Support Case Management Regulatory Compliance Vulnerable Customers Customer Service CRM Record keeping

Health Advisor

North East Ambulance Service NHS Trust

Oct 2020 - Feb 2021 (4 months)

Used NHS Pathways to assess urgent care needs and arrange emergency ambulance dispatches where appropriate. Provided health advice while upholding patient confidentiality.

Healthcare Triage Confidentiality patient assessment

Customer Service Advisor

Sensee

Jul 2017 - Feb 2018 (7 months)

Responded to customer delivery and order status enquiries and effectively resolved parcel-related issues in a virtual environment. Improved service efficiency and customer satisfaction by 75% through proactive support.

Customer Service Parcel Issue Resolution Virtual Customer Support Customer Satisfaction Communication

Team Leader (E.ON Energy)

Teleperformance

Sep 2016 - Jul 2017 (10 months)

Led a high-performing team, improving KPIs by 60% for E.ON Energy. Facilitated training and coaching to boost satisfaction rates by 85%, and managed attendance and disciplinary procedures with 95% compliance.

Team Leadership KPIs Training & Coaching Attendance Management Disciplinary Compliance Management Customer Satisfaction

Customer Options Advisor

Manpower

Mar 2016 - Sep 2016 (6 months)

Supported customers with service changes and cancellations and conducted needs analysis to tailor service offerings. Achieved a 20% increase in upsell conversions.

Customer Support Needs Analysis Upselling Customer Onboarding Customer Retention

Data Entry Clerk

Royal Mail

Nov 2015 - Dec 2015 (1 month)

Entered and verified address data to support timely mail distribution. Delivered a 92% improvement in service efficiency through accurate data input.

Data Entry Quality Assurance Administrative Work Efficiency Improvement

Loans Advisor

Kelly Services

Mar 2015 - Oct 2015 (7 months)

Guided customers through personal loan products and applications, using individual financial assessments to provide tailored advice. Maintained a 100% compliance rate with financial regulations.

Regulatory Compliance Application Support Record keeping Customer Service

Customer Service Advisor

Capita

Aug 2014 - Feb 2015 (6 months)

Managed prepayment accounts and resolved metering issues while supporting payment plan setups and general enquiries. Contributed to a 45% increase in service delivery efficiency.

Customer Service Prepayment Account Support Metering Issues Resolution Case Management Service Operations Communication

Customer Service Advisor

Teleperformance

Jan 2014 - Aug 2014 (7 months)

Addressed energy billing queries, tariff changes, and complaints while ensuring full compliance with regulations at a 100% rate. Improved customer satisfaction by 89% through accurate resolution.

Energy Billing Tariff Change Support Complaints Handling Regulatory Compliance Customer Satisfaction Case Management Customer Support

Sales Advisor

2Touch

May 2013 - Dec 2013 (7 months)

Conducted sales calls for EDF Energy, increasing enrolments by 55%. Provided personalised energy quotes and product recommendations while maintaining a 99% compliance rate.

Sales Calls Lead Conversion Energy Product Recommendations & Compliance Upselling

Crew Member

McDonald's

Sep 2012 - May 2013 (8 months)

Delivered front-line customer service in a high-volume environment while maintaining hygiene and safety standards. Developed strong teamwork and time-management skills.

Teamwork Time Management High Volume Management Service quality

Education

Degrees, certifications, and relevant coursework

Hetton Comprehensive School

GCSEs, Mathematics

2005 - 2010

Completed GCSEs in Mathematics at Hetton Comprehensive School from 2005 to 2010.

Hetton Comprehensive School

BTEC Skills

2005 - 2010

Activities and societies: Patience & empathy; leadership & team development; upselling & cross-selling; Microsoft Office; complaint handling; conflict management; contact centre operations; CRM & data entry; organisational and communication skills; regulatory knowledge.

Completed BTEC Skills covering topics such as leadership, customer service, compliance, and complaint handling.