Joseph Porter

A customer relations specialist, with keen attention to detail, and a passion for problem solving, and matching customers with the right products and services. I am reliable, articulate and confident, with the ability to adapt to a variety of tasks, always ensuring accuracy and efficiency are maintained to a high standard. I have a passion for delivering excellent customer service, with an approachable, no-jargon approach which puts customers and clients at ease while providing them the information that they need.

I have excellent communication skills both written and verbal, and can process information accurately and concisely, whether communicated via phone, email or face-to-face. I also enjoy baking in my spare time, as well as focusing on my personal fitness.

Shift Supervisor - Starbucks

(2021-04)

Currently in training to become a store manager, my time at Starbucks has further strengthened my skills in dealing with diverse customer queries, managing a team and collaborating with management on optimising the store, paying close attention to the needs and requirements of each shift team.

• Fulfilling administrative / managerial requirements when necessary, paying close attention to detail
• Deploy staff to relevant areas within store depending on customer flow, requirement and demand
• Solving customer issues and maintaining relationships through positive, authoritative communication
• Setting and fulfilling KPIs for store staff to achieve and surpass targets set for store by corporate
• Managing cash-up at the end of each shift, dealing with stock management, deliveries and supply

Senior Customer Service Consultant - Nationwide Building Society

(2016-06 - 2020-08)

During my time at this role, I found my passion for consultative customer service. I developed my strengths in communication and information processing, while learning the financial industry, with a focus upon the mortgage sector. I was quick to learn the processes and systems involved with the company, to the extent that I was soon progressed to training others in these processes. My passion for stand-out service while matching clients to products was consistently praised by senior staff.

• I enjoyed and excelled in being the first point of contact for members, and providing the fairest outcome while managing the expectations of the client and adhering to legal and internal processes
• Problem solving, regularly dealing with complex queries and complaints, explaining difficult concepts in easily understandable terms to customers who are new to the concepts or products discussed
• Floor support, supporting consultants whilst they are on the phone with troubleshooting, escalation and live-coaching consultants to deliver excellent customer service - chaired huddles for new staff
• Multi-skilled: worked across Banking, Mortgage, Personal Loan and Financial Crime departments, demonstrating and using skills developed to support others while excelling in my own role
• Contributed to complaints project using speech analytics to identify common themes and ensure quality. I was selected for this project as an extra enrichment function, due to my skill in my day job
• Extra duties volunteered: events lead for LGBT network; switch / recommend a friend champion
• Running and creating huddles for new starters

Dessert Chef - Pinch My Bun

(2020-08 - 2021-04)

• Cooking, preparation and delivery of fresh food to customers
• Using thorough customer and product knowledge to build a tailored dessert menu for restaurant
• Up-close service at local events, developing rapport with customers for friendly and personal service
• Stakeholder management to convince owners of menu decisions, gaining their buy-in every time

VRQ Level 2 - Professional Chef Diploma - Northampton College (2011-09 - 2013-05)

ABC Level 2 - Certificate in Pastry - Northampton College (2011-09 - 2013-05)

VRQ Level 1 - Professional Chef Diploma - Northampton College (2011-09 - 2013-05)

Level 2 Certificate - Professional Food & Drink Service - Northampton College (2011-09 - 2013-05)

Level 2 - Food Safety Award - Northampton College (2011-09 - 2013-05)

BTEC - Business studies - Roade School & Sports College (2005-09 - 2011-05)

GCSE - 12 GCSEs including English (Literature and Language separately), Mathematics, Science (Chemistry, Biology and Physics separately), Geography, Drama, Religious S - Roade School & Sports College (2005-09 - 2011-05)