George Hanselman

Dedicated Customer Care Specialist with over three years of experience in delivering exceptional support and pioneering email teams at FedEx Corporation. Proven ability to achieve 100% customer satisfaction scores and enhance workplace inclusivity as an Equality & Diversity Specialist. Skilled in technical support and adept in managing diverse client needs.

Committed to creating positive customer experiences and driving brand loyalty, eager to contribute to a dynamic team committed to excellent service in travel support.

Customer Care – Email team - FedEx Corporation - UK

(2021-10)

• Delivered front-line email support to customers seeking resolutions for inquiries, including missing goods, delayed deliveries, and driver complaints.
• Pioneered the first UK-based email support team, contributing to the establishment of additional UK teams, such as in Atherstone.
• Engaged as part of FedEx's LGBTQ network, regularly hosting discussions and creating materials to enhance the company's support for LGBTQ+ employees and improve workplace conditions.

Equality & Diversity Specialist - Carol Blythe Associates

(2020-12)

• Commissioned to research and design materials regarding LGBTQ+ best practices, focusing on gender identity, trans-awareness, and appropriate workplace terminology.
• Facilitated the development of webinars aimed at increasing awareness and understanding of how incorrectly used pronouns can affect transgender, non-binary, and gender-fluid employees.

Sales Advisor - Vodafone

(2019-09 - 2020-03)

• Managed confidential information while receiving comprehensive training in data protection.
• Provided exceptional customer-facing service, ensuring client satisfaction through tailored interactions.
• Adapted approaches to meet diverse customer needs, respecting individual budgets and phone habits to leave each customer satisfied.
• Operated within a competitive sales environment, consistently achieving daily targets and contributing towards team goals.
• Achieved 100% NPS/TNPS scores, demonstrating a commitment to exceeding customer expectations.
• Received training in technical support for handsets and addressing phone-related queries.

Technical Support/Escalated Complaints - Sky - Sheffield

(2017-09 - 2018-09)

• Provided outstanding customer service to clients with technical queries regarding their Sky equipment.
• Trained in and applied knowledge of Data Protection regulations.
• Achieved the highest level of technical training at Sky, becoming a part of the 'MESH' team, specifically addressing wireless issues and complex technical inquiries.
• Initiated the first team involvement with 'Active Management' in Sheffield, tackling repeat callers, ongoing cases, and VIP customers.
• Served as an LGBTQ Champion, contributing to the organisation's planning and participation in Sheffield Pride while offering support and updates to LGBTQ+ colleagues about business developments.

Beauty Consultant - Superdrug

(2016-11 - 2017-08)

• Advised customers on available beauty products with personalised recommendations tailored to individual skincare and makeup preferences.
• Oversaw the maintenance of the largest cosmetic range in the northeast, ensuring high standards of presentation.
• Promoted new product lines effectively to boost sales.
• Handled cash transactions at my designated till while ensuring accurate financial processes.

Bar Staff - OMG Sheffield - Sheffield

(2015-10 - 2016-03)

• Managed cash transactions and operated my own till effectively.
• Served as the sole bar staff in the VIP area, catering to exclusive parties and clientele.
• Collaborated efficiently as a team to maintain a fun, safe, and productive bar environment.
• Closed the bar and conducted thorough cash counting, ensuring all tasks and responsibilities were executed diligently.
• Demonstrated exceptional and friendly customer service, ensuring all patrons felt welcomed and valued.
• Participated in the opening Halloween launch of Sheffield's premiere LGBTQ+ establishment.

Barista - COFFEE #1

(2013-03 - 2014-09)

• Handled monetary transactions and maintained shop closing procedures.
• Provided food and beverage service while ensuring high-quality customer interactions.
• Delivered excellent face-to-face customer service, fostering a supportive and friendly environment within the community.
• Emphasised teamwork, crucial to success given our central location and high foot traffic, which necessitated strong communication.
• Oversaw stock levels and managed temperature controls for food services, ensuring safety and freshness.

BA Honours - Screenwriting with Film - Sheffield Hallam University (2014 - 2016)

A-Level - Media Studies, Sociology, Psychology - Farmor's School (2010 - 2012)

GCSEs - English Literature, English Language, Maths, History, Science, Sociology, Religious Studies, ICT - Farmor's School (2008 - 2010)