Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Scott Irving

Hamilton,WKO

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Astute Web Services Advisorwith proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Domain Services position. Ready to help team achieve company goals.

Overview

30
30
years of professional experience

Work History

Customer Support Advisor ( Web Services)

Spark New Zealand
08.2016 - Current
  • Improved customer satisfaction by resolving complex issues and providing exceptional service. Through calls and emails 30-40 per day.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Enhanced team performance with regular coaching and feedback sessions.
  • Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
  • Collaborated with cross-functional teams to address recurring customer concerns, resulting in process improvements.
  • Upheld company policies while advocating for customers'' best interests, fostering trust between clients and organization.
  • Delivered accurate information through various communication channels including phone calls, emails.
  • Identified opportunities for upselling products or services during customer interactions, increasing revenue without sacrificing satisfaction levels.
  • Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
  • Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Support Advisor ( Back Office)

Spark New Zealand
06.2010 - 08.2016
  • Improved customer satisfaction by resolving complex issues and providing exceptional service.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
  • Provided exceptional customer service, addressing client inquiries promptly and professionally.
  • Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
  • Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
  • Upheld company policies while advocating for customers'' best interests, fostering trust between clients and organization.
  • Delivered accurate information through various communication channels including phone calls, emails.
  • Closed service down after 6 years with Technical teams to resolve many issues.

Customer Sales Representative

Spark New Zealand
09.2004 - 06.2010
  • Increased customer satisfaction by addressing and resolving issues promptly and professionally.
  • Improved sales revenue with effective communication of product features, benefits, and promotions.
  • Streamlined internal processes for better efficiency in handling customer inquiries and order processing.
  • Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction. Up to 50 calls per day.
  • Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
  • Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.
  • Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
  • Collaborated with team members to achieve monthly sales targets consistently.
  • Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.

Supervisor

Warehouse Group
04.2002 - 09.2004
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Reduced employee turnover by fostering positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.

Chef

Royal Mail UK
10.1993 - 09.2001
  • Enhanced customer satisfaction by consistently delivering high-quality culinary creations.
  • Streamlined kitchen operations for increased efficiency through effective staff management and delegation.
  • Reduced food waste with strategic menu planning and inventory control techniques.
  • Developed innovative recipes, attracting new clientele and increasing overall sales.
  • Implemented rigorous quality control measures to ensure consistent taste and presentation of dishes.
  • Collaborated effectively with front-of-house team for seamless dining experience and positive customer feedback.
  • Continually improved kitchen safety by enforcing strict hygiene protocols and staff training on equipment usage.
  • Upheld stringent food safety regulations, ensuring compliance with all relevant health department guidelines.
  • Oversaw grill, stove, and oven, and cleaned equipment after every shift.
  • Handled and stored food to eliminate illness and prevent cross-contamination.
  • Prepared meals from scratch using authentic, popular recipes to generate repeat business.
  • Checked freezer and refrigerator prior to each shift to verify correct temperatures.
  • Trained kitchen staff to perform various preparation tasks under pressure.
  • Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
  • We had a work-force of 1500, increasing to 2500 at Christmas.

Education

Food & Technology Diploma - Catering

Glasgow College of Food Technology
Glasgow, Scotland
05.1987

Skills

  • CRM Software
  • Time Management
  • Multitasking
  • Product Knowledge
  • Effective Communication
  • Active Listening
  • Positive Attitude
  • Call Handling
  • Performance Metrics
  • Problem Solving
  • Information Security
  • Product Sales
  • Credit Adjustments

Accomplishments

At Spark I received awards for Sales, and queue metrics, awarded trip out for best Rep for the month on numerous occasions and also closed a service down over my 6 year in a back office role. Receiving a certificate for all the work during that time and reducing substancial costs.

Affiliations

  • Walking, Gardening, Eating out and cooking. Family and friend time. Listening to music and TV

Timeline

Customer Support Advisor ( Web Services)

Spark New Zealand
08.2016 - Current

Customer Support Advisor ( Back Office)

Spark New Zealand
06.2010 - 08.2016

Customer Sales Representative

Spark New Zealand
09.2004 - 06.2010

Supervisor

Warehouse Group
04.2002 - 09.2004

Chef

Royal Mail UK
10.1993 - 09.2001

Food & Technology Diploma - Catering

Glasgow College of Food Technology

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Scott Irving