Matt CarterCroydon, Surrey, CR0 3NX | Tel: 07910 020 999 | Email: mctr2015@hotmail.com

PROFILE

Determined, flexible and respected Customer Service Professional with over 10 years of administrative and supervisory experience. Ensures standards are consistently met and staff have clarity and the capability to deliver high levels of service to both external clients and customers. Seeking a new challenge which will utilise his meticulous attention to detail and analytical ability, within a fast paced environment.

CAREER HISTORY

BSW Heating, Kenley, Surrey

Gas Compliance Administrator for Metropolitan North and South London 2013 - 2015

Key Tasks:

Manage the gas compliance (LGSR certification) of over 12,000 properties for Metropolitan Housing Trust in North and South London.

Reconstruct and plan daily workloads for up to 17 engineers working in and around London.

Generate daily reports for the client indication current referral and access statistics.

Book LGSR, meter uncap and other service related appointments direct with housing association and their residents.

Schedule out of hours and weekend visit requests from the client in order to meet their targets.

Organise key collection, locksmiths, Housing Support Officers and Police attendance where necessary.

Ensure diaries are blocked out for engineers leave or absence and ensure work is redeployed or rebooked immediately.

Work closely with Client managers for North and South London to ensure follow up work is booked.

Ensure engineers are fully stocked with van provisions and paperwork.

Assess and override requests from the call centre.

Achievements:

Increased productivity and access percentage from an average of 98% to 100% over 12,000 properties.

Formulated and structured a new concept in diary management in order to improve accuracy and streamline the process – now used across the company.

Trained new staff to a high standard and ensured a clear understanding of the service administrator process.

Acknowledgement of my productivity and professionalism from the client.

Improved engineer workload thus increasing their own salaries.

Client Manager Support / Redeployment Administrator 2012 – 2013

Run daily reports to ensure follow up work is either completed or scheduled.

Book supervisor engineers to attend escalated breakdowns or to complete DRC report for new installs.

Construct and send diaries for up to 10 breakdown engineers and ensure the correct jobs are sent, relevant to the skill set or previous visit. Taking into consideration parts collection location.

Liaise and book appointments with residents to ensure parts are fitted.

Redeploy and rebook breakdown and service jobs when engineers call in sick or are unable to complete their work for the day.

Run daily reports to advise senior management of access and compliancy statistics.

Ensure complaints are dealt with in a proactive and compassionate way, either over the phone or in writing.

Customer Service Administrator 2009 – 2012

Trained new Customer Service Staff to a high level of competency.

Answer incoming calls in a fast paced environment up to, and often over 100 per day.

Qualify incoming calls and advise if the fault can be rectified without the need to send an engineer.

Send or book jobs to relevant engineers in respective postcodes.

Identify the customer or clients enquiry and transfer the call or email the relevant person.

Compile and send support packs for new service and breakdown engineers.

Instigated CSA meetings to improve workflow, staff wellbeing and call centre efficiency.

Fortnum and Mason plc, London, SW1 2001 - 2008

Customer Service Supervisor / Customer Order Supervisor

Coordinated and supervised over 20 staff in the central order department. Trained, developed and motivated customer service staff, call handlers and supervisors to ensure the

customer receives a professional an exemplorary level of service. Compiled daily reports showing call flux levels for the attention of senior management and directors. Attended management meetings to asses and improve department efficiency. Answered inbound calls in relation to private and corporate customers. Dealt with escalated complaints from the call centre in a professional and compassionate manner. Informed customers of developments regarding postal issues and dealt with any necessary

compensation keeping within company guidelines, including refunds, distribution and collections. Proof read daily reports and amending dispatch documents if needed. Liaise with national and international transport agencies and customs to advise and control any

potential risks. Organised staff timetables in teams of up to 40 on a 7-day week covering a 10-hour operating window.

OTHER SKILLS AND QUALIFICATIONS

Full U.K. Driving License Full U.K. Motorbike License Fire Warden Trained

EDUCATION

GNVQ adv. Art & Design

INTERESTS

Keeping fit, International travel, Cooking, Playing guitar, Music production, Keeping up to date with current affairs and news.