Paul David Phillips has over 30 years of experience working directly with the public and clients in a variety of customer service, sales, and career guidance roles. He has strong people skills including relationship building, communication, and customer care. His most recent role involved securing sales of health and safety training courses through inbound and outbound calls. Previously he held roles as a delivery driver, warehouse operative, and customer retention agent. He has also worked as a driving instructor and in career guidance management.

1. PAUL DAVID PHILLIPS
36 Brompton Road
Sprotbrough
DONCASTER
DN5 7LL
 07708 006526
 paulbear@pdp3004.fsnet.co.uk
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PERSONAL PROFILE
• Key strengths are people skills - working with individuals and groups, building a quick
rapport, interviewing, advice and guidance, listening, delivering presentations, promoting
products and services, giving information, customer care.
• Work skills - managing operations, the use of modern ICT, call centre telephone
techniques, advanced driving, teaching, handling complaints, administration, H&S.
• Personal attributes - physically and intellectually fit and healthy, confident communicator,
good humoured, excellent interpersonal skills, unflappable, determined, articulate, tolerant,
highly organised, well presented, diplomatic, independent and a good team player.
JOB INTERESTS
What I love most and am best at is working directly with the public, clients and customers;
providing an impeccable, professional service - “delight your customer” is my maxim.
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EDUCATION AND PROFESSIONAL TRAINING
Customer Sales and Retention Training British Telecommunications 2011
Approved Driving Instructor Driving Standards Agency 2008
Post-graduate Diploma in Careers Guidance Bristol Polytechnic 1987
BA (Hons) Philosophy and Sociology – 2.1 University of Essex 1985
A Levels: Sociology B, Geography B, English Lit D 1982
O Levels: English Lit A, Maths B, Geography B, English Lang C, Biology C 1979
EMPLOYMENT EXPERIENCE
Customer Account Adviser Training Courses Direct 27/04/15 - Present
Handling inbound and making outbound calls to secure sales of Health and Safety training courses
for training providers across the UK, using a brokerage model. Building strong relationships with
corporate customers including Amazon, Bellway Homes and Skanska UK. Facilitating all bookings
of, and payments for, training courses via a bespoke automated IT system. Using Microsoft Outlook
and Office suites to communicate with customers and ensure the keeping of accurate records.
Key Achievement: I was responsible for the set up and management of several lucrative in-house
company training projects, including oversight of the tendering process and negotiation of pricing.
Home Shopping Delivery Driver ASDA 19/06/13-24/04/15
Delivering shopping to both private and commercial customers. Carrying out essential ‘safe and
legal’ checks on vehicles. Following a rigorous delivery schedule with strict delivery and doorstep
timings for all customers. Meeting high standards of customer service at the doorstep and always
acting as an ambassador for the company whilst on the road. Associated administration duties.

2. Key Achievement: 100% customer feedback gained from ‘Happy to Help’ mystery shopper
process.
Delivery Driver Jones and Newsham 17/09/12-29/07/13
Administrating all deliveries inward and outbound and carrying out deliveries for a dental laboratory; driving
to dental practices across South Yorkshire, ensuring prompt and friendly service.
Key Achievements: I overhauled the company’s archaic filing system and significantly improved
communications with several of our customers by enabling better feedback of customer complaints.
Warehouse Operative (Amazon.com) Quest Nov 2011-Feb 2012
In a modern, fast paced, customer driven warehouse, to assist Amazon in the pre-Xmas period. Main duties
include cataloguing and stowing goods into the storage areas – particular attention to checking for damages
and correct location according to item type, bar code and quality procedures.
Key Achievements: Given special responsibility for access to and handling of ‘high value’ items, such as
Apple products, android mobile ‘phones, watches and jewellery. 100% attendance.
Customer Retention/Sales Adviser (BT) Manpower July-Sept 2011
In a busy, target-driven call centre environment, responding to inbound calls from customers considering
leaving BT. Effective diagnosis and handling of customer issues and complaints, reviewing accounts and
persuading them to remain/re-contract with BT. Simultaneous operation of several IT support systems:
customer accounts, product catalogue and ordering software.
Key Achievement: Successful completion of the intensive 4-week BT training course, tests and assessments
(there is only a 60% pass rate).
Driving Instructor (self-employed) BSM 2008-Aug 2011
Running my own business, under franchise from British School of Motoring. Planning and delivery of
driving lessons to novice and part qualified drivers to prepare them to take theory and practical driving tests.
Marketing and administering the business effectively and efficiently from home.
Key Achievements: My driving test pass rate was 15% above the national average.
Initiated a strategic review and action plan of BSM’s promotional activities in Doncaster.
Head of Careers, Information and Guidance Doncaster College 1994 – 2008
Responsible for line-managing a team of 25 staff, including customer care assistants and professional careers
advisers. Planning the delivery and evaluation of front-line, course information, advice and guidance services
to young people and adults. Managing the process of all applications and enrolments to a college typically
recruiting over 35,000 students per year. Active involvement in the student advice and guidance process.
External promotion of college courses and services to groups of young people in local schools and other
community-based groups.
Key Achievement: Gaining the national ‘matrix’ quality award from the Guidance Accreditation Board for
the college’s Information and Guidance Centre and its services in July 2003 and again in 2006.
Careers Adviser/Senior Careers Adviser Humberside CC 1987 – 1994
Responsible for an annual caseload of about 500 young people in several secondary schools across
Scunthorpe. Leading a team of Careers Advisers working in specialist fields with young people and adults.
Co-ordination of the delivery of careers education and guidance services in special schools, sixth forms and
colleges of further education in the Scunthorpe area.
Key Achievement: Successful co-ordination of the annual ‘A Level Results Service’, a high profile service
tasked with assisting students having difficulty getting into university on gaining their A Level results.
OTHER USEFUL INFORMATION
• Keep up-to-date with ICT including Microsoft applications, email and internet
• Keep physically fit by regular hill walking, cycling, badminton, swimming
• Keep sane by relaxing to music, photography, reading, watching movies, appreciating good food and
wine and practicing meditation and deep breathing techniques
REFERENCES
These can be provided on request