1. Paul Graham
Citizenship : British ▪ Date of birth – 11/02/1990
Contact
2 Arnothill Bank, Falkirk FK1 5BN
Tel : 07986629602
Profile
Enthusiastic, self-motivated individual who thrives and works well in a busy and challenging environment.
Proven leadership skills involving managing and developing external relationships to ensure objectives are
achieved.
Excellent problem solving skills and dedication to achieving and maintaining high quality standards.
Key Skills
Very familiar with the works, concepts and languages of a computer
Excellent customer service skills.
Excellent sales skills.
Excellent management skills.
Work Experience
Tentel Broadband, from June 2015 to Present – Sales Advisor
Sales Agent Duties:-
 Promote and sell Tentel broadband
 Offer a unique and exceptional customer experience
 Continually work within compliance parameters and offer the best experience to the customer
 Add to company growth and consistently share best practice and selling methods within a targeted and
structured sales environment and team.
ScottishPower CRM, from January 2010 to May 2015 – Sales Advisor
Sales Agent Duties:-
 Developing ongoing in-depth knowledge of systems within sales process.
 Working to and over achieving sales targets.
 Working within KPI SLA’s to maintain targeted level.
 Completed SVQ in customer service skills
 Extremely customer focused, with specific interest in customer care.
Training and Management Duties:-
 Familiar with presenting and delivering information on new and existing products etc. to try and further
performance within CRM and maximize performance in areas that are required.
 Specifically chosen to travel to offshore offices to develop, maximize and maintain performance,
knowledge and understanding of the energy retail market.
 Working within Outsource Telesales on a deployment basis focusing on development within different
centres, coaching and motivating external staff.
 Working with the deployment team within inbound up-sell centres. Focusing on motivation, developing and
furthering customer service agents to a high sales standard.
 Promoted to deputy manager after 18 months carrying out general team manager duties and exceeding
expectations within this.
 Team Manager in a number of insource and outsource centres.
 Trainer for both inbound and outbound sales, responsible for educating and training new employees to the
high standard required to successfully perform and achieve targets within their role.
 Completed ‘Train the Trainer’ course and trained at an agent and manager level.
 Began development into operational and account management with our outsource contact centres and
managed and trained at a more senior level

2. Operation and Management Duties:-
 Developing successful campaigns through inter-departmental coordination, building on adherence and
SLA
 Actively seeking out challenges to improve performance and further the growth within the sales department
 Building on existing sales strategy’s to develop growth within our outsource partners
 Creating and growing a strong sales environment and building a culture of target and success driven
employees
 Working closely with other account managers, sharing best practice to build on Strategic KPI’s
Thomas Cook, December 2008 to June 2009 – SalesConsultant
 Selling product, up selling, making sure the customer was fully satisfied.
 An up to date knowledge of current market
 Demonstrating excellent customer service
Sportsters (CLG), July 2008 to December 2008 – Bar Person
 Working behind a bar serving customers and maintaining a high standard of cleanliness.
 Was responsible for stock, stock rotation, stock count etc.
 Giving excellent customer service especially under pressure.
Pizza Hut, March 2006 to April 2008 – Kitchen Porter
 Mainly preparation and presentation
 Strict health and safety guidelines to be upheld
 Responsible for cleanliness in the kitchen throughout the day.
 Making and preparing pizzas
Activities and Interests
Playing guitar.
Live Music
Reading
References
Donald Stewart
Customer Care Team and Operational Manager
Donald.stewart@tentel.co.uk
Chris Flynn
Account and Data Manager, ScottishPower
chris.flynn@scottishpower.com