Mark McCutcheon

As a first point of contact, I address technical issues for Home Group colleagues across the business, handling queries via calls, chats, and face-to-face interactions. I escalate complex issues to second and third-line teams when necessary.

I received inbound calls and emails from customers experiencing technical issues with their broadband, landline, or TV service, striving to resolve these issues efficiently. I also liaised with senior advisors and the network operation centre for complex problems, communicating actions and results to customers.

I was responsible for the day-to-day running of the store, reporting directly to the store manager and performing all managerial tasks as required. My duties included delegating tasks to customer team members and ensuring the store met company, health and safety, and legal requirements.

I sold batteries, electronic cigarettes, LED light bulbs, and other shop essentials to approximately 250 independent retail outlets across Tyne and Wear, Northumberland, and County Durham. My role also involved acquiring new customers by visiting shops and meeting with managers/owners, as well as ordering stock through international importers.

I managed the daily operations of a busy convenience store, which involved delegating tasks to the assistant manager and arranging timesheets. I also handled stock ordering with suppliers, managed stock levels to reduce waste, and operated the EPOS system.

I provided technical support for Sky Digital TV, handling inbound calls from customers with system issues and resolving them. I also monitored team members' calls, providing feedback and advice for improvement, and took over escalated calls from unhappy customers.

I handled inbound front-line calls from customers with technical issues related to their broadband service or emails, striving to resolve these issues. I also managed second-line calls from customers wishing to leave Orange Broadband, working to retain them through suitable solutions.

As Assistant Manager, I supported the daily operations of the news agency. My responsibilities included assisting with staff management, stock control, and ensuring smooth customer service.

Completed an NVQ Level 2 in Customer Service at Newcastle College. This qualification provided a strong foundation in customer interaction and support.