1. David P Rowland
98 Yarmouth Road, Thorpe St. Andrew, Norwich, Norfolk, NR7 0RE
Tel: 01603 479268 (eve) Mobile: 07766 928097 @: dav1ey1979@me.com
PERSONAL PROFILE
A self motivated professional with extensive experience from working for Vodafone UK as a
Service Desk Analyst providing Customer Service for the utilities sector. Accomplished and
fluent communicator with strong investigation, problem solving and decision making skills,
combined with a pragmatic approach and sound business acumen. I have skills within
Customer Service, Account Management, Sales and Administration. I am keen to utilise and
develop my existing skills within a customer focused environment within an evolving company
who can support me in the development of my career.
PERSONAL SKILLS
· Intermediate IT skills including Word, Excel and Outlook
· Enthusiastic, Hard working, Focussed, Target Driven, Flexible, adaptable, motivated,
willing to learn and very committed
EDUCATION AND QUALIFICATIONS
Cliff Park High School, Gorleston, Great Yarmouth, Norfolk
8 GCSE's, including Mathematics, English Literature and English Language
Work Experience
Vodafone UK (Previously Cable & Wireless Worldwide)
Service Desk Analyst
January 2011 – Present day
· First point of contact for customers to log faults for data and telephony faults within
their business.
· Logging faults via various online portals and by phone with external 3rd parties
accurately.
· 1st point of escalation if a fault has failed service level agreement,
· Attending high profile conference calls with customers.

2. · Ensuring 100% accuracy on all faults logged.
· Ensuring the customer is updated constantly during high level faults.
· Achieving monthly and daily targets and objectives set by my team leader.
· Always promoting a positive, professional and friendly image.
· A high level communicator through face to face, email and telephone.
· I am also a site Fire Marshall at Vodafone.
Aviva UK Plc
Online Customer Service and Sales Executive
February 2005 – December 2010
· Using online “Live Chat” to help customers login and navigate through to their Aviva
My Policy accounts so that they can view, print and amend their policies
· Building up a rapport with customers ensuring the delivery of high customer service at
all times
· Replying to customer’s emails and ensuring that Data Protection information is
received and adhered to.
· Over achieving targets and objectives set by my customer manager on a daily and
monthly basis
· As the customers first point of contact I always promote a positive, professional and
friendly image
· A great communicator using the web, telephone and face to face
· Data Input with a high levels of attention to detail and 100% accuracy
· Implementation of the new policy system and online service error reporting
· Handling sales objections from customers on a daily basis
· Acting as a buddy and trainer to new and existing employees
· Taking over 80 Live Chats a day from customers
· Supporting my customer manager in his absence with management meetings,
updating targets and communicating relevant news to team members via the daily
huddle
· Working to tight deadlines within a pressurised environment as a team member and
as an individual
· Flexibility with working shifts
Carmen’s Bakery
Delivery Driver
May 2003 – February 2005

3. · Ensuring a professional, polite manner and appearance
· Loading the Van securely with stock for the shops
· Making sure all shops in East Anglia were stocked and ready for 8am open
· Ensuring Van clean inside and out after every delivery
Britannia Pier, Gt Yarmouth
Bar Tender – Assistant Bar Manager
September 2001 – February 2003
· Ensuring bar clean and tidy
· Ensuring bar well stocked
· Serving
· Line cleaning
· Taking deliveries
· Stock Take
· Assistant Management role in last few months before leaving.
Anglia Locksmiths and Safe Engineers, Lowestoft
August 1996 – August 2001
· General and Specialist key cutting and lock making
· Lock and Safe Refurbishment
· Lock and Safe installation
· Stock taking
· Ensuring work shop clean and tidy at all times
REFERENCES
Vodafone, AskHR, 1st Floor Faraday House, The Connection, Newbury, Berkshire, RG14 2FN