Curriculum VitaeCurriculum VitaeAdam FosterAdam Foster

Home Address:

Date of Birth:

59 Beech RoadArmthorpeDoncasterSouth YorkshireDN3 2DZ15-07-1989

Work Address:

Contact Tel:

Close Brothers Motor FinanceRoman HouseRoman RoadDoncasterDN4 5EZ07710432485

Profile

I work well in a team and a have strong drive and focus to exceed.I am confident and articulate with my written and verbal skills.I work well under pressure.I enjoy a good challenge and relish the opportunity to test my skills.I am analytical and a natural problem solver.I am enthusiastic and resilient. I build relationships quickly with other lines of business as well as my own.I am experienced using Microsoft software such as Outlook, Word, Excel and PowerPoint, as well as using bespoke systems that are designed specifically for the business and providing feedback to improve.

Employment History

Customer Relations Officer – Close Brothers Motor Finance Jun 2015 – Dec 2015

Primary Function Resolve all areas of complaints within the Motor Finance arena i.e Merchantable Quality, PPI/GAP mis-

sales, Fees and Arrears and general Customer Service Identify and feedback the root cause of the complaints for FCA reporting Issuing regulatory letters to customers in line with the Financial Ombudsman’s guidelines Dealing with the Financial Ombudsman on a daily basis with escalated complaints and defending the

company’s position.

O2 Advisor coach and Customer Experience Advisor - Feb 2014 – June 2015Capita Customer Management LTD

Primary Function Providing training and coaching to new and existing advisors Retention of existing O2 customers Delivering excellent customer service to ensure the company’s position within the market Taking ownership of escalated calls on a supervisory level Meeting with mobile handset manufacturers to discuss upcoming releases

Key Achievements during this period Identified as a point of contact for complex issues and customer escalations. Hand picked to provide coaching and training to new and existing staff to implement improvements in stats Consistently above the business target on positive customer feedback

Trainee B2B Sales Team Leader - Unicom Dec 2013 - Dec 2013

Primary Function Managing upto 12 advisors Perform regular one-to-ones and coaching Ensure advisors are booking appointments for field sales team with quality Confirming appointments with business owners

Complaints Team Leader – BT Aug 2012 - Oct 2013

Primary Function Effectively manage a team of upto 15 complaint handlers Perform regular one-to-ones and coaching Ensure advisors are hitting all KPI’s and implementing performance plans to ensure all advisors achieve Taking ownership of complex issues

Key Achievements during this period Implemented new coaching documents for use across the department that are easier to understand Highest performing team over the last two quarters Helped to develop new customer contact process to keep the customer informed every step of the way

Complaints Handler - BT Mar 2012 – Aug 2012

Primary Function Resolve customer Complaints while maintaining revenue Resolve High Level and chairman office complaints Identify and feedback the root causes of the complaints. Deliver a customer experience to such a high standard we restore their faith in BT Reduce repeat calls in to the business

Key Achievements during this period Identified as a point of contact for complex issues. 100% attendance record Constant increase in productivity week to week

BT.com Enquiries and Complaints – BT Sep 2011 – Mar 2012

Primary Function Respond to customer enquiries with regards to current packages sent from BT.com Resolve customer complaints with regards to miss-selling. Retaining customers in the same way a Retentions advisor would. Providing customers with their MAC

Key Achievements during this period Working with Sales Transformation to implement a new MAC process on two separate occasions. Implementing new customer contact templates for the team. 100%+ productivity and adherence on a weekly basis

Offline order entry - BT Apr 2009 – Sep 2011

Primary Function Placing orders to provide customers service Fixing failed COT orders to ensure no delay to customers service Placing complex home move orders for customers with multiple lines and service

Key Achievements during this period Head hunted to up skill advisors in the Leicester call centre for work on Retentions fall out orders Working with the Insights, Sales Transformation and Business Improvement teams to make improvements

on current systems and processes. Providing coaching and support to team members through one-to-ones and side by side coaching.

ASDA Jul 2005 – Oct 2008Baker, Bakery Pre-pack Assistant, Shelf Filler, Till Operator

Primary Function Production of freshly baked products for the in-store Bakery. Merchandising and stock control of ingredients. Delivering high standards of face to face customer service. Building instant rapport with customers to provide the best experience. Cash handling and till operations. Returning damaged or unwanted goods to departments or stockist using the store’s system.

Key Achievements during this period Recognized for my punctuality and 100% attendance Recognized for outstanding quality of work

Education and Qualifications

Full Clean Driving Licence

Level 2 NVQ in Business and Administration. BT Call Centre DoncasterCustomer Service Apprenticeship including Level 3 NVQ.

A-level Music North Doncaster Technology College & Sixth FormAS Level PhysicsGNVQ Level 3 in I.T.9 x GCSE (including English and Maths)