Patrick Nowell

Responsibilities:

• Account Management: resolving complex billing issues assisting with package changes. Used ticketing systems to manage & process support actions. Followed up with clients to verify optimal customer satisfaction following support engagement/ problem resolution.
• Customer service: On average, take between 45-50 + calls per day. Promoted efficiency among departments with prompt resolution of system issues. Competently using First Point Resolution method average score of 87.5%. (target 65%) Cross-sell Sky products/ services to existing customers, ensuring that customers have the most appropriate products/ services for their needs, forecasting future bills, etc. Working with customers to resolve any issues to retain customers / minimize customer churn. On average, achieve a Net Promoter score of 90% month on month. (Target 75%) With customers highly recommending efficiency and expectations. Troubleshoot technical issues & diagnosed technical problems customers have with their Sky services, such as TV, broadband, or telephone services.
• Volunteering: Assisted with Sky's Time To care Scheme providing hour a week befriending vulnerable customers and offering a friend to communicate with alongside normal duties verbally. Participated in training and development opportunities to enhance skills/ knowledge to contribute to continuous improvement of customer service team.

Responsibilities:

• Account Management: Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, VIPS, politicians and business executives working in BA Executive Club. Advised clients on visa, passport & security requirements relating to destinations and confirmed flight details for each reservation. Created / Issued Documentation where relevant.
• Customer Service: Maintained operational proficiency in coordinating international /domestic travel accommodations for customers, arranging for airfare, hotel, rental & car reservations. Asked open-ended questions to ascertain better client needs to determine optimal international travel offerings & recommended points of interest to enhance client experience and satisfaction. Taking payments from international clients in global currencies subject to exchange rate fluctuations in the foreign exchange market. Short Haul and Long haul Assistance.

Responsibilities:
• Customer service: Handle around 25 - 55 customer calls & complaints per day and provide appropriate resolutions, including compensation for delayed or cancelled flights. Whilst maintaining operational proficiency in coordinating international/domestic travel accommodations for customers, arranging for; airfare, hotel, rental car reservations, seat upgrades & travel insurance. Effective questioning to ascertain better client needs and determine optimal international travel offerings. Advised customers on necessary travel documents to reach planned destinations successfully. Taking payments in global currencies subject to exchange rate fluctuations in foreign exchange market.
• Account management: Manage customer accounts, including updating account information, resolving billing issues, and assisting with frequent flyer program issues. Dealt with Short Haul operations.

Responsibilities:

• Account Management: Primary customer support to internal and external customers & Updated account information to maintain customer records. Processed customer orders, returns, & exchanges, ensuring that all information was accurate & up to date.
• Customer Service: Answered customer queries, resolved complaints & provided information on John Lewis & Partners' products and services. Including features, benefits, billing and pricing. Upselling products: promoted John Lewis & Partners' products to customers, including complimentary items & services. Managed around 10-15 Calls per day.