Lewis Jones is a 26-year-old case manager at Nissan Motor GB with over 6 years of experience in customer service roles. He has a BA with First Class Honours in War Studies from King's College London and an MA in Science and Security with Merit. His current role involves investigating high-level complaints and acting as a liaison between various parties. Previously he has worked in customer care roles at Beko and Mothercare dealing with escalated issues.

1. Lewis Jones
Flat 3, Lodge Court, High Road, Watford, WD25 7PQ
Tel: 07715956494, Email: lewispbjones13@gmail.com
PERSONAL DETAILS
Name: Lewis Jones
Age/DOB: 26 years (06/10/1988)
PERSONAL PROFILE
I am a committed individual with the ability to work consistently and diligently under
pressure. I am of smart appearance and have a punctual approach to my work. Having
worked in a variety of different roles, I bring a mature and flexible approach to my work
and am able to learn new skills and responsibilities quickly. My attention to detail is
excellent and I have a pleasant, confident and well-spoken manner, both in face-to-face
and telephone communication. I have first class typing skills, with a keen eye for detail,
particularly relating to punctuation and grammar. In addition, I also have a good
knowledge of Microsoft Word, PowerPoint, Publisher and Excel software applications.
EDUCATION AND QUALIFICATIONS
King’s College London University (2007-2013)
 BA (1st
Class Honours) – War Studies: International Relations and Military
History
 MA Science and Security – Pass with Merit
Hemel Hempstead School (2000-2007)
 A Level History – Grade A
 A Level Government and Politics – Grade A
 A Level Biology – Grade C
 10 GCSEs – Grades A-C
EMPLOYMENT HISTORY
Nissan Motor GB (September 2014- present)
Case Manager
My role involves me investigating high level complaints including insurance claims,
repatriation cases, corporate goodwill and social media correspondence. I am the point
of contact for all parties throughout the duration of a case, which involves liaising with
Nissan owners, insurers, ombudsmen, regulatory authorities, DVLA, solicitors and other

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third party organisations. We are also responsible for providing goodwill in the form of
cash payments, repair costs, corporate event tickets and Nissan Services/Products,
using our discretion for when this is required to boost the company’s image.
Beko (June 2013 – September 2014)
Customer Care Advisor
I worked with the head office escalations team, a small team of around ten people who
deal with more serious complaints that were forwarded onto us by our larger call centre.
These ranged from delivery complaints through to injury and compensation cases when
appliances have been at fault. Most of this work involved making often difficult phone
calls, but I also assisted with emails and letters. During this role I used SAP to update
orders and check warehouse stock.
Mothercare (September 2011-June 2013)
Customer Care Advisor
I worked on the ELC escalations team, managing high level complaints regarding
injuries and executive complaints, which entails a great deal of interaction with
customers and a focus on resolving issues in a swift and decisive fashion. I worked full
time, averaging above 50 hours a week to supplement my university and living fees.
Poundland (May 2011- August 2011)
Assistant Manager
My role involved running the shop floor, ensuring that key promotional areas were
effectively utilised, that staff were motivated and trained to their full capacity, that the
shop was properly merchandised and levels of fill were of a suitable nature. During my
time at the store I introduced several ideas that came to fruition, including the provision
of specific departments to staff (which provided incentives for good standards on sales
assistants own departments), the introduction of an employee of the month award, and a
more rigorous approach to the acceptance of delivery which ensured that delivery
discrepancies were processed correctly. I left this position in August to relocate to
London for my upcoming university course.
Discovery Store (November 2010 – February 2011) - Senior Sales Supervisor/
Deputy Manager
ASOS (July 2010 to August 2010 – Temporary Contract) - Customer care assistant
Gift (May 2010 to July 2010) - Charity Fundraiser.
Ian Allan Transport Model and Book Shop (May 2008 to November 2009) -
Customer Assistant
Amber Books (May 2009- September 2009 – Temporary Contract) - Editorial
Assistant

3. 3
Debenhams (September 2005- August 2007) - Sales Advisor
SUPPLEMENTARY INFORMATION
I have been a member of the Sealed Knot Society since 2003 - This society specialises
in historical re-enactments from many different periods and affords valuable
opportunities to meet people of all ages, from all cultures and nationalities, as well as the
chance to travel to various parts of the UK, and abroad, for events. Once every 4 years
the Sealed Knot Society are invited to a re-enactment in Germany, where we embrace
the culture and activities of the Wallenstein Festival.
Whilst at University I was a member of the Kings College (London) Debating Society.
During my one and a half years with the Debating Society I assisted the President with
event organisation and preparation in addition to running communications between other
Societies, from other Educational establishments, and taking an active part in the debate
topics.
I am an avid runner and I have entered several marathons throughout 2015 for the first
time. I enjoy the dedication that the training demands and the physical benefits help me
in day-to-day life, helping me feel much more awake and sharper.
REFERENCES
Available on request