1. Jonathan Gilling
5 Rugby Parade
Belfast, Co. Antrim
Tel: 07399682515,
Email:jbgilling@gmail.com
Profile
An effective communicator and customer focused individual well practiced in administration, problem
solving and process improvement. Results motivated with vision and vibrant 'hands on’ approach to
improving customer satisfaction.
Wide-ranging expertise of administration skills and totally committed to excellence in every task
undertaken. Client focused with strong interpersonal skills and a commitment to efficiency and
customer retention. Computer literate with detailed knowledge of Microsoft word, excel and extensive
use of the internet.
Experience
09-2016/Present
Bank Admin (Temporary Staffing)
08-2015/05-2016
Chef (KFC)
Working in a busy kitchen environment with tight schedules to be maintained and constantly dealing
With high levels of intensity and pressure.
06-2014/01-2015
Inbound/Outbound Retentions Advisor (Manpower)
Part of a small team taking inbound calls from B.T customers with wide ranging problems, offering
Excellent customer service and problem solving skills but always with the intent of keeping the
Customer with B.T.
Another part of the job was calling existing customers and persuading them to sign up to another
Contract keeping them with the company
08-2013/09-2013
Customer service advisor (SITEL)
Worked on Temporary campaign as a sales agent making outbound calls to potential customers
In regards to PPI claims. Working to targets and with a very high call volume which made for a
pressurized working environment.
04-2012/12-2012
Admin-Ulster Bank (Adecco)
Data entry and I.T tasks to perform daily to a very high level as having a lot of quality control to deal
with. Communication skills constantly tested with speaking to a lot of different departments regarding
multiple issues whether by phone or email.

2. 08-2011/03-2012
Outbound Advisor (Price Waterhouse Cooper's)
Working as part of the outbound survey team completing a high number of surveys with the general
public or business. Strict scripts and call quality play a very big part in the role as well as having to meet
everyday targets.
05-2011/07-2011
Inbound Customer Advisor (Tech Mahindra)
Receiving a wide variety of calls to do with home broadband, whether it was setting up appointment
with customers of dealing with other departments in regards to complaints, I always maintained a high
level of customer service as I was carefully monitored on a number of calls per week.
09/2010-04/2011
Inbound sales Advisor (The listening company, sky campaign)
Receiving a large number of enquiries with a view to turn those into sales. Had to work to a very stats
orientated environment and customer service helped in a big way, also gained experience in retentions
and broadband tech.
08/2009-09/2010
Customer Service Advisor (Nissan campaign for Teletech)
Taking inbound calls on a daily basis and problem solving are the two key criteria that I had to meet on a
daily basis. Working towards stats and performance related targets also a high priority.
08/2008-07/2009
Customer Service Agent (Lloyds TSB)
Responsible for taking inbound calls in view of clients taking out personal loans. Working as part of a
team to achieve personal and collective goals with sales skills and data entry being constantly tested.
Also a high level of call compliancy with scripting and calls being monitored on a daily basis as to ensure
client satisfaction.
12/2007-08/2008
Messenger/admin assistant (Diamond Recruitment)
My main duties on a daily basis were distributing mail around a 3 story government building at different
times of the day. Also the building was customer facing so spent time with the general public answering
queries on environment and heritage issues, organizing meetings and rooms for clients also was a high
priority.
10/2002-09/2007
Driver/mail sorting (T.N.T Logistics)
Working for a busy haulage firm collecting internal mail from Lloyds TSB. Task included sorting mail for
distribution and working to targets so deliveries were on time. Also full documentation of Journeys
needed to be kept at all times, also with responsibilities of setting alarms and holding the key for
numerous branches.

3. 11/2001-07/2002
Customer service advisor (N-Power)
Responsible for taking inbound calls in relation to household energy, these would range between billing
queries to emergency loss of power calls. Working as part of a team with targets and call time is a
constant issue. A quick and thorough approach was needed in every all.
11/99- 2001
Customer Service agent (Orange)
Working in a busy mobile phone orientated call center, problem solving on a daily basis with handset
and billing enquires and maintaining a high standard of customer services and satisfaction was
paramount. Also worked in the retention side of life which meant making outbound calls to persuade
customers to stay with orange.
02/95-10/99
British army (Infantry soldier)
Served in countries such as Bosnia, Germany, America and the British isles.
Personal
Date of birth: 10th September 1977
Marital status: single
Driving license: full and clean
Education
GCSE's A to C level in Mathematics, English, Science, Geography, History, French and business studies.