Customer Service Team Leader
SKY UK LTD
Total years of experience :15 years, 2 Months
Working for one of the largest Telecommunications providers in the UK, I looked after a team of 15 in the Staff and VIP
accounts department. The team was responsible for assisting our customers in all aspects of their TV, Broadband and
Mobile services. This included technical assistance, account sales and general enqueries regarding Sky products.
My main role was to ensure that a high level of customer service was maintained at all times to not only provide award
winning experiences for our customers, but also to make sure that individual and team KPI's were met. I was always on
hand to provide full support for my team, taking any escalated calls at the customers request.
During my time at Sky I was influential in delivering training across the estate on new products including the launch of
Sky Q, Sky Mobile and the new Instant Messaging service which is currently the only service of it's kind within the UK
in the telecommunications sector.
Accountable for all aspects of the business including overall customer satisfaction. Generated new business through
various Social Media promotions.
Delivering weekly training sessions and monthly re-fresh sessions. Liaising with suppliers to ensure that all products
stocked were locally sourced and relevant with current trends and customer demand.
Ghillie Dhu - Award winning venue - Best small venue - UK Event Awards 2010 & 2011.
Reporting directly to the General Manager, my main responsibilities included drafting staff schedules based on weekly
forecasts and events, monthly payroll, recruitment and various HR paperwork across multiple sites.
Working closely with the Events team, I was on hand from first contact with clients to overall delivery of an event to
ensure catering and set up needs were met. This included weddings, cooperate events, securing our venues for the
Edinburgh Fringe Festival and Movie Premieres for the Edinburgh International Film Festival
Assisting nurses on the day to day care of adults with addictions. This role was a very challenging, eye opening and
rewarding position. Being involved in the rehabilitation of various addictions completely changed the way I look at the
Starting as a Bar Tender, I quickly worked my way up to Assistant Bar Manager. Reporting to the General and Deputy
General Manager, my role was to assist with the day to day running of a busy City Center Gastro Pub.
Running a bar team of 20, I was in charge of schedules, training and ensuring that a very high standard of customer
service was met to make sure that every customer that visited had a positive experience.
: SPORTS SCIENCE
Subjects included Mathematics, English Studies and Physical Education.