Lee Chapman is seeking a new role and has over 15 years of experience in customer service roles. He has worked in leisure and fitness industries as both a pool manager and lifeguard. Chapman enjoys working as part of a team and independently, prioritizing tasks and offering excellent customer service. He has strong management, communication, and health and safety skills from his experience.

1. Lee Chapman
5 Campion Way, Haughton Green, Denton, Manchester M34 7JU
Mobile: – 07769733728 E-Mail: LeeAnthonyChapman@gmail.com
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PERSONAL PROFILE
I am a dedicated resourceful individual who gives everything to all situations. I enjoy both working as part
of a team and am self motivated enough to work alone without assistance. In my current and previous roles
I have developed the ability to prioritise and multitask, gained strong management skills, have been proven
to show good verbal and written communication skills. I am passionate in offering high levels of customer
service and demonstrate a willingness to work unsocial hours and do routine tasks if staff are absent, an
outgoing and approachable personality with the ability to motivate and enthuse people froma wide range of
backgrounds and a responsible attitude to health & safety with over Four years’ experience working in the
leisure & fitness industry
KEY SKILLS
WORK EXPERIENCE
March 2010 – Present: Ladram Bay Holiday Park, Otterton, Budleigh Salterton, Devon, EX9 7BX
Pool Manager April 2012 – November 2016
Head Lifeguard March 2010 – April 2012
My responsibilities include the management of the Swimming Pool and activities team, supervising a large
team, cash handling, recording receipts and making end-of-day deposits, keeping track of daily customer
attendance, handling sanitary issues of the pool, ensuring chlorine and pH readings are accurate for the
number of pool patrons, pool plant maintenance, keeping adequate records of water back washing,
accidents, rescue and assists and first aid performed. I work with a diverse group of people, providing
excellent customer service and setting the example for my team. I have also previously offered my
additional skills within a maintenance department with a wide range of task set including caravan
movements and groundwork.
February 2009 – November 2009: Bourne Leisure, Cleethorpes, North-East Lincolnshire
Seasonal Lifeguard position - I used this opportunity to improve my interpersonal skills and to gain life
skills to offer progression into a more advanced role.
February 2002 – September 2008: IBM Global Services, Washway Building, Washway Road, Sale
M33 6RJ
IBM Helpdesk - While here I was allocated 3 outsourced contracts within IBM. Throughout my time at
IBM i gained promotions and a range of different experiences within varying roles in a diverse and
challenging company.
Retail Helpdesk Level 1 Analyst Dec 2006 – September 2008
Pfizer Helpdesk Service Coordinator Feb 2004 – Dec 2006
Pfizer Call Escalation and High Severity Management Feb 2003 – Feb 2004
Bank of Scotland - Call Management Feb 2002 – Feb 2003
 Problem determination and recording of accurate details on all incoming problems.
 Dealing with people on all levels in an efficient and courteous manner.
 Recruiting, training and supervising staff
 Managing budgets
 Maintaining high customer service standards
 Ability to communicate with a wide range of
individuals at all levels of management.
 Interpersonal skills, both team working and direct
customer contact

 Ability to successfully motivate and encourage individuals.
 Clear communication skills, particularly in emergency
situations.
 Dealing with enquiries, complaints and problem solving.
 Ensuring compliance with health and safety legislation.
 Desire to self-develop and ability to accept criticism
 Organising fitness activities or programmes

2. Lee Chapman
5 Campion Way, Haughton Green, Denton, Manchester M34 7JU
Mobile: – 07769733728 E-Mail: LeeAnthonyChapman@gmail.com
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 Track and monitor call activity and manage calls and work queues.
 Escalate issues where necessary to the Escalations Manageror Team Leader.
 Use knowledge to assist othermembers of the team
 Play an active part in improving quality and performance of the team.
 Escalate problems when necessary to Service Management, customer and internal IBM
management. Track all actions to ensure the most efficient resolution of the problem. Co-ordinate
customer communication to ensure a satisfied resolution to all issues.
 Produce reports relating to desk statistics and contract fulfilment. These are presented to both
internal management and the customer on a monthly basis.
 Training and assisting in the progression of new employees within team.
 Assist the helpdesk management with any statistical information and data gathering needed for
continual service improvement.
 Updating and chasing calls with various resolver teams, both internal and external.
 Logging calls with 3rd party resolver teams such as BT, Compaq & IBM Hardware.
 Email support, sending and receiving emails daily as well as conducting customer satisfaction
surveys relating to the performance of the helpdesk,
May 2001-Feb 2002: Rathbone - Churchgate House, 56 Oxford Street, Manchester M1 1EU
Office Assistant - Whilst working for this company I spent time working in many different departments, the
main areas I worked in are: Finance, Fundraising, Personnel, Advice Line and Reception.
EDUCATION & QUALIFICATIONS
March 2015, 2013, 2011, 2009 - NPLQ Lifeguard Qualification
June 2013 Level 3 Pool Plant Certificate
November 2012 - Level 2 NVQ in Team Leading
November 2012 -Key Skills in English, Math’s and ICT
September 1998 – July 2000
Further Education: Hyde Clarendon College, Clarendon Road Tameside, SK14 2JZ English
Course - Distinction & GNVQ Advanced IT – Distinction
September 1993- June 1998
Secondary Education: St Thomas More, Town Lane, Denton, Manchester, M34 6AF
Math’s - B, English Language - C, Business Studies – C, Science - D, PE - B, IT - Certificate,
French - Certificate, Food Technology - C.
OTHER INFORMATION
GENERAL: I have a full clean driving licence since 1999.
INTERESTS: Currently I enjoy playing football for a number amateur football teams in the local
community; I am very dedicated and enjoy the responsibility and teamwork involved. I am a keen
swimmer and have swum for my local district/department. I also enjoy new activities and currently play a
number of sports and eager to learn new sports when I have the opportunity.
COURSES: I have attended the following courses whilst at IBM, Time Management and Customer
Awareness. Passed first aid at work and Fire safety, I am currently learning French which will be my
proudest achievement.
REFERENCES
Claire Williams - Ladram Bay, Otterton, Budleigh Salterton, Devon, EX9 7BX Tel:01395568398
Mark Wall, IBM UK Ltd, 126-150 Washway,Road, Manchester,M33 6RJ Tel: 07817642253