Cv - Steven Profitt

Steven Profitt 07792347765 [email protected] 78 Premier Road Pallister Park Middlesbrough TS3 8QW Profile I have a strong customer service oriented background with extensive experience of dealing with high level OFCOM complaints for Orange broadband as well as negotiating with customers over compensation and refunds in order to both prevent the complaint escalating further and retain their custom. My current role involves coaching and developing members of the escalations team in order to improve their knowledge of processes and improve the teams performance. Prior to this I spent two years providing technical support to customers. I also have NVQ's in teamwork, leadership, organisation and time management and have won various in house excellent service awards. I have also achieved the top ranked excellent level in my monthly and biannual performance reviews almost every month for the last three years. Experience CJ Garlands Middlesbrough October 2003 – present Executive Champion - 05/2007 to Present • Negotiating the retention of difficult customers and mitigating complaints relating to OFCOM escalations. • Provide advice, coaching and consultation to agents and management in order to improve their knowledge of processes and the teams performance. Escalations CSR - 2005 to 2007 • Negotiate refunds and retentions deals with customers to retain their custom and prevent escalating complaints. • Provide support for high level OFCOM, VIP and Executive office complaints and technical issues. • Offer advice to front line advisors on processes that are not clear or not established yet. Correspondence - 2004 to 2005 • Respond to letters customers send in with a level of quality that Orange expects. Technical Support CSR - 2003 to 2004 • Support new starters with coaching and advice on processes they are unfamiliar

with. • Provide support to customers for various technical issues including email, connection and equipment related issues. • Respond to customer emails in order to resolve technical and non-technical issues. KP Foods Billingham January 2001 – October 2003 • Packing, sorting, logging and warehousing but also included quality control and general cleaning duties. Achievements • Winner of the Orange 'wow' award run across all of their contact centres and the inter department quality incentive competitions on more than one occasion. Nominated for the client brilliant service award. • Achieved the maximum excellent pinnacle and shine scores every month for over two years. • Achieved 100% score for quality and exceeded the targets by far for the maximum quantity score for work completed on the correspondence department for Orange. I was the only person to ever achieve this and helped bring the backlog of letters down from over 1,000 when I joined the department to within the target level of around 200 within four months. Skills • Extensive knowledge of Microsoft office and excel in particular which I have used in my current role • NVQ's in leadership, teamwork, organisation and time management. • Coaching skills learned as part of my A-level in sports studies and my duke of Edinburgh award. Education 1993 – 1998 Macmillan CTC, Middlesbrough GCSE English(2x B), Maths(B), Science(2x B), RE(B), History(C), Spanish(C), PE(C), Design Technology(E) At school I successfully completed the Duke of Edinburgh awards scheme and was a member of the very successful athletics and rugby teams throughout my time at school and held a couple of school records in the throwing events. I used to participate in various after school clubs in these sports as well as other interests such as learning guitar. 1998 – 2000 Macmillan CTC, Middlesbrough

A-Level Sport Studies(C), Computing(D) At college I successfully completed a coaching course which included basic first aid and health and safety as well as different coaching methods. I also achieved NVQs in leadership, teamwork, organisation and time management. Interests I have a lifelong interest in technology and how things work which I believe has contributed greatly to my success working for Orange broadband. References Professional referee Stephen Pennington Team Manager CJ Garlands 01642 899 398 [email protected]

Personal referee Peter Leak Call Centre Manager CJ Garlands [email protected]