Kieran Hilliard

34 year old, active manual worker.

Trainer/Supervisor

The Contact Company, Tower Wharf - Birkenhead June 2017 to July 2022

For the first 6 months at The Contact Company I was a customer service representative for the Argos "2 man" heavy goods campaign. The majority of calls taken were objection handling by nature but I found quickly that I had a talent for diffusingsituations and high levels of empathy whilst still maintaining control of my calls. I would chase deliveries, arrange for return and refund/ replacement of goods, if the items damaged were white goods or electrical devices I would arrange for an engineer to visit the properties to assess for manufacturing vs user default,my customer satisfaction scores were consistently at 90% positive or higher during the first 6 months, combined with my adherence being great this is how I secured an interview for the training role so soon.

Bank trainer:

Training new starters for a fast paced call centre in a customer service environment. Inducted new starters in to the business for all campaignsas one of the companyfaces and new starters first point of contact/ first impression of the business and trained source material, policies, retail, insurance and consumer law and managed staff for both buildings.

Team leader:

Monitoring adherence for a team of 15 agents in the Argos heavy goods campaign. Using planning, targets and pip programmes to ensure all KPIs, SLA'sand targets were met with quality and efficiency.

Team Leader/Line Manager 

Level 3 National Diploma in Media - obtained 2009 - LCC/ Liverpool Community College.
Tutor - Kim Traynor.
Department - Creative & Media.