This document contains the resume of Stephen John Higgins. It lists his personal details, employment history including his current role as a Quality Control Monitor at BMG Research Ltd, and previous roles conducting telephone interviews and telemarketing. It also outlines his education history including a BA in Media & Communication from Birmingham City University. His personal statement highlights his communication skills, teamwork abilities, and emphasis on meeting targets and standards in his work.

1. STEPHEN JOHN HIGGINSSTEPHEN JOHN HIGGINS
(B.A)(B.A)
Address:Address: 29 Parkdale Drive,29 Parkdale Drive,
West Heath, Birmingham, B31 4RNWest Heath, Birmingham, B31 4RN
DOB:DOB: 21/04/8121/04/81
E-Mail:E-Mail: stephenhiggins53@yahoo.co.ukstephenhiggins53@yahoo.co.uk
Mobile:Mobile: 07900 636 80007900 636 800
Social Media:Social Media: www.twitter.com/rantingbrummiewww.twitter.com/rantingbrummie
www.youtube.com/c/StephenHiggins53www.youtube.com/c/StephenHiggins53
www.google.com/+StephenHiggins53www.google.com/+StephenHiggins53
uk.linkedin.com/in/stephenhiggins53uk.linkedin.com/in/stephenhiggins53
http://therantingbrummie.blogspot.co.uk/http://therantingbrummie.blogspot.co.uk/
EMPLOYMENTEMPLOYMENT
BMG RESEARCH LTD (Present)BMG RESEARCH LTD (Present)
Quality Control MonitorQuality Control Monitor
Main duties involved listening into calls and providing both critical and constructive feedback to callMain duties involved listening into calls and providing both critical and constructive feedback to call
centre operatives to ensure that all relevant quality standards are met, to improve performance andcentre operatives to ensure that all relevant quality standards are met, to improve performance and
maintain standards. Deal with any problems which arise during an interview in a sensitive and effectivemaintain standards. Deal with any problems which arise during an interview in a sensitive and effective
manner, and then notifying the Team Leader immediately afterwards, ensuring that the Project Managermanner, and then notifying the Team Leader immediately afterwards, ensuring that the Project Manager
is kept up to date with daily progress and that any problems with achieving quotas are raised, as well asis kept up to date with daily progress and that any problems with achieving quotas are raised, as well as
performing additional duties as requested by line manager if needed.performing additional duties as requested by line manager if needed.
Telephone InterviewerTelephone Interviewer
Main duties involved conducting research for a variety of organizations such as Government bodies (eg:Main duties involved conducting research for a variety of organizations such as Government bodies (eg:
Local Authorities, Councils, B.E.I.S, U.K.E.F, U.K.T.I), Housing Associations and Regulatory Bodies. IncludesLocal Authorities, Councils, B.E.I.S, U.K.E.F, U.K.T.I), Housing Associations and Regulatory Bodies. Includes
meeting personal targets on a daily basis and maintaining interviewee and client relations, callingmeeting personal targets on a daily basis and maintaining interviewee and client relations, calling
business to business contacts to collect information on their views and opinions on a specific subjectbusiness to business contacts to collect information on their views and opinions on a specific subject
and conduct professional interviews with respondents to the highest quality standards and to agreedand conduct professional interviews with respondents to the highest quality standards and to agreed
daily targets. Required to attend briefs to ensure the requirements of the survey are fully assimilated anddaily targets. Required to attend briefs to ensure the requirements of the survey are fully assimilated and
complete questionnaires accurately and neatly, ensuring that all verbatim is legible at all times.complete questionnaires accurately and neatly, ensuring that all verbatim is legible at all times.
Other RolesOther Roles
Editor of in-house company magazine publication called “In Between Calls”. Involved collecting andEditor of in-house company magazine publication called “In Between Calls”. Involved collecting and
writing up of latest company news as well as editing and designing layout, writing, proof-reading ofwriting up of latest company news as well as editing and designing layout, writing, proof-reading of
submitted articles and writing and publishing of feature articles.submitted articles and writing and publishing of feature articles.
PROJECTS MARKETING LTD (2004)PROJECTS MARKETING LTD (2004)
Telemarketing OperativeTelemarketing Operative
Telemarketing assistant required to generate enquiries and book appointments. Main duties involvedTelemarketing assistant required to generate enquiries and book appointments. Main duties involved
self-generating and calling own leads working from a database of both active and lapsed customersself-generating and calling own leads working from a database of both active and lapsed customers
utilizing strong communication skills both written and verbally.utilizing strong communication skills both written and verbally.
FIRST PERSONELL GROUP LTD (2002)FIRST PERSONELL GROUP LTD (2002)
Agency WorkerAgency Worker
QUESTIONS PUBLISHING (2001)QUESTIONS PUBLISHING (2001)
Online Archive AssistantOnline Archive Assistant
Archiving and preparing magazine images and articles for online storage, ensuring that such materialsArchiving and preparing magazine images and articles for online storage, ensuring that such materials
remain accessible to the public for research, education and cultural exploration. Main duties involvedremain accessible to the public for research, education and cultural exploration. Main duties involved
reformatting printed articles into electronic format (e.g. PDF format), as well as entering information,reformatting printed articles into electronic format (e.g. PDF format), as well as entering information,

2. photographs, descriptions and links to further resources, including light research ofphotographs, descriptions and links to further resources, including light research of
such information.such information.
EDUCATIONEDUCATION
BIRMINGHAM CITY UNIVERSITYBIRMINGHAM CITY UNIVERSITY (September 1999 - June 2002)(September 1999 - June 2002)
Gained BA (Hons) Media & Communication Degree (2nd Class, Division 1)Gained BA (Hons) Media & Communication Degree (2nd Class, Division 1)
Specialised in: Film & TV Production, Music Radio Production & Academic ResearchSpecialised in: Film & TV Production, Music Radio Production & Academic Research
CADBURY SIXTH FORM COLLEGECADBURY SIXTH FORM COLLEGE (September 1997 - June 1999)(September 1997 - June 1999)
A-Levels in: English Language, Media Studies, Modern History, General Studies.A-Levels in: English Language, Media Studies, Modern History, General Studies.
TURVES GREEN SCHOOL FOR BOYSTURVES GREEN SCHOOL FOR BOYS (September 1992 - June 1997)(September 1992 - June 1997)
GCSE‘s in: Art & Design, Design & Realisation, English (Language & Literature, French, Modern History,GCSE‘s in: Art & Design, Design & Realisation, English (Language & Literature, French, Modern History,
Science (Double Award)Science (Double Award)
PERSONAL STATEMENTPERSONAL STATEMENT
Life at university and in the workplace has helped me nurture many abilities and qualities. I am an activeLife at university and in the workplace has helped me nurture many abilities and qualities. I am an active
person when it comes to working and developing ideas within a group, and am a creative, enthusiastic,person when it comes to working and developing ideas within a group, and am a creative, enthusiastic,
and flexible person who works best when within a team environment. I also value highly such personaland flexible person who works best when within a team environment. I also value highly such personal
skills and qualities as communication, leadership, time management, confidence, ambition, humour andskills and qualities as communication, leadership, time management, confidence, ambition, humour and
above all, an appreciation of other people‘s time and effort.above all, an appreciation of other people‘s time and effort.
I personally place great emphasis on meeting both individual and team targets on a daily basis andI personally place great emphasis on meeting both individual and team targets on a daily basis and
above all, maintaining a highly professional attitude and standard, as well as giving feedback to clients.above all, maintaining a highly professional attitude and standard, as well as giving feedback to clients.
This later evolved to a Quality Checking role which gave me the opportunity to pass on this skill set toThis later evolved to a Quality Checking role which gave me the opportunity to pass on this skill set to
others and take an active role in coaching and mentoring, and also involved liaising with both theothers and take an active role in coaching and mentoring, and also involved liaising with both the
project manager and the project team to ensure alignment with the project scope.project manager and the project team to ensure alignment with the project scope.
I have also been involved in promoting the skills of others through editing the company in-houseI have also been involved in promoting the skills of others through editing the company in-house
magazine, a role which I took upon in my own time. This has been a very enjoyable experience for me asmagazine, a role which I took upon in my own time. This has been a very enjoyable experience for me as
I have been able to give other people the chance to showcase their own creative expertise andI have been able to give other people the chance to showcase their own creative expertise and
contribute to something everyone can enjoy. This was something I took upon in my own time and setcontribute to something everyone can enjoy. This was something I took upon in my own time and set
my own personal standards and deadlines in order to keep the publication interesting to work on andmy own personal standards and deadlines in order to keep the publication interesting to work on and
for others to enjoy reading.for others to enjoy reading.
This has since evolved into my personal blog which I use to air my personal views on the world we live inThis has since evolved into my personal blog which I use to air my personal views on the world we live in
as well as provide another creative outlet to which I can hone and develop my personal skills in my ownas well as provide another creative outlet to which I can hone and develop my personal skills in my own
time and to standards and principles which are important in both my professional and personal life.time and to standards and principles which are important in both my professional and personal life.
I am willing and anxious to pursue and explore experience in further avenues of work. I aim to takeI am willing and anxious to pursue and explore experience in further avenues of work. I aim to take
advantage of as many different experiences as possible since, as I have realized in attempting to secureadvantage of as many different experiences as possible since, as I have realized in attempting to secure
placements and work in the past, opportunities in life and at work are highly competitive, but most of all,placements and work in the past, opportunities in life and at work are highly competitive, but most of all,
extremely invaluable.extremely invaluable.
ReferencesReferences
EmploymentEmployment CharacterCharacter
Misbah FatehMisbah Fateh William KielyWilliam Kiely Claudio StarriClaudio Starri
Deputy Call Centre ManagerDeputy Call Centre Manager Managing DirectorManaging Director Call Centre Team LeaderCall Centre Team Leader
BMG Research,BMG Research, Southcote Finance LtdSouthcote Finance Ltd BMG Research,BMG Research,
Aston Science ParkAston Science Park 67A The Green67A The Green Aston Science ParkAston Science Park
Heneage St West,Heneage St West, Kings Norton,Kings Norton, Heneage St West,Heneage St West,

3. Birmingham B7 4AXBirmingham B7 4AX Birmingham B38 8RUBirmingham B38 8RU
Birmingham B7 4AXBirmingham B7 4AX
(0121) 333 6006(0121) 333 6006 0790022346707900223467 (0121) 333 6006(0121) 333 6006