1. Curriculum Vitae
Name: Cyrus Reid
Address: 21 Homecroft Road, Wood Green, London N22 5EL
Mobile: 07939-300-942
Email: cyrusreid@hotmail.co.uk
Profile: I am a highly motivated hardworking individual who has over 15 years experience
working in a customer service/administration/Call Centre environment. I consider
myself to be a team player and like to lead through example however I am just as
comfortably working alone and managing my own work load. I believe I thrive
under pressure which brings out the best in me. I take pride in everything I do and
believe if a job is worth doing its worth doing well. I have a broad skill set that
includes Customer Service and Sales both inbound and outbound as well as building
leading and training a team to high standards.
Work Experience
Employer: Premier Contact Ltd
Position: Call Centre Supervisor
From: March 2009 – Present
Duties:
• Supervising a team of 25 Welcome/Helpline/Sales Call Agents.
• Making Outbound B2B and taking Inbound B2C calls
• Interviewing and recruiting Call Centre Staff.
• Creating and organizing training sessions for Call Agents.
• Monitoring Calls for quality and providing feedback to Call Agents.
• Setting KPI’s (Key Performance Indicators) for Call Agents.
• Sending weekly reports to Call Centre Manager.
• Monitoring and completing Lateness/Absence investigations.
• Creating sales scripts for campaigns.
• Part of a project team integrating a new Internal CRM system
• Trained outsourced call agents in Cape Town South Africa
• Processing and authorizing invoices for payment
Employer: William Hill Org
Position: Group Services Administrator
From: August 2001 – October 2008
Duties:
• Resolving delivery complaints and problems with managers and suppliers.
• Creating and maintaining financial databases and spread-sheets.
• Organising coupon allocation and distribution for the William Hill branches.
• Authorising invoice payments and requesting credit notes from suppliers.
• Ordering stationery and marketing material for shops and arranging delivery
• Liaising with directors and managers to find the best product.

2. • Assisting Purchasing Manager in negotiating prices with suppliers
Employer: Natwest Bank
Position: Customer Service Advisor
From: March 2001 – August 2001
Duties:
• Assisting and resolving Natwest customer account queries over the phone.
• Arrange account transfers and cancel direct debits.
• Order new cards and cheque books.
• Promote and sell new accounts and credit cards.
• All normal administration duties such as typing letters and filing.
Employer: Lloyds UDT
Position: Customer Care Arrears Administrator
From: December 1999 – March 2001
Duties:
• Dealing with arrears cases for Hire Purchase and Personal Loan accounts.
• Resolving complex quires and disputes after referral from the Call Centre.
• Setting up and agreeing repayment plans with the customer.
• Taking card payments over the phone.
• All normal administration duties.
Employer: T.F.S. Kitchens
Position: Office Junior
From: January 1998 – November 1999
Duties:
• Organising dates for kitchen fitter’s jobs.
• Dealing with customer complaints.
• Making sure deliveries are received.
• Requesting payments and database entry.
Education Details
1991 – 1996 Highgate Wood Secondary School, Montague Road, London N8
Qualifications: English Lit (B) Maths (C) History (D) Science (D) Craft and Design (C) P.E. (B)
1996 – 1997 Apex North London Selby Training Centre, London N17
Qualifications: NVQ Level 1 and 2 Information Technology City and Guilds
Other Qualifications: Customer Service NVQ Level 2
Advanced Microsoft Excel Certificate
Driving License
Management Course (2015)
Work References
Janet Riley – Premier Contact, Cavendish House, 369 Burnt Oak Broadway HA8 5AW
Carol Daley – William Hill, Greenside House, 50 Station Road, Wood Green N22 7TP