sean evans

Monitored and managed absence and timekeeping, ensuring compliance with company procedures. Conducted monthly 1:1s, documenting objectives and coaching plans for a team of 10-15 agents. Managed KPI targets and handled escalated customer complaints.

Served as the first point of contact for customers needing assistance with Sky equipment, booking engineer appointments. Promoted and upsold Sky Protect device insurance. Managed account administration and processed excess payments.

Handled inbound calls from new customers interested in broadband and mobile services, discussing a wide range of products. Cross-sold combined BT and EE products. Achieved monthly KPI targets and conducted one-to-one meetings.

Obtained customer information through various communication channels and understood customer needs using proactive and reactive contact techniques. Utilized in-depth knowledge of Welsh Government and Itec products to deliver appropriate customer outcomes. Provided solutions and advice on services, products, and contracts, serving as the first point of contact for all customers.

Handled inbound customer inquiries, ensuring effective and timely resolution. Captured accurate data for compliance and maximized cash collection while adhering to debt guidelines. Managed key accounts, liaising with internal and external departments to resolve billing and water supply issues.

Gathered data on EORI numbers, VAT numbers, and commodity codes for customer engagement. Checked customs and trade documentation, performing data administration and validation. Accurately completed and submitted customs declarations.

Handled inbound and outbound calls related to debt and penalty charge notices. Processed card payments and advised customers on consequences of non-payment. Set up realistic payment arrangements while ensuring excellent customer service.

Answered calls professionally, handling and resolving customer complaints. Applied customer service principles and practices to problem-solving. Met performance and speed targets, and generated leads from various sources.

Completed a Level 3 Leadership and Management certificate.

Completed a Level 2 Leadership and Management certificate.

Grade: 2.1

Undertook a Bachelor of Arts Honours degree in Sport Development, achieving a 2.1 classification.

Grade: Merit Pass

Completed a Level 2 qualification in Sport General, achieving a Merit Pass.

Grade: C

Achieved GCSEs in Maths, English Language, Catering Hospitality, and Religious Studies. Also completed BTECs in Performing Arts (MERIT) and Work Skills (Pass).