Liam Totton

I am a highly motivated and enthusiastic worker, with a hard-working mentality. I have the ability to thrive under pressure whilst maintaining a high quality of work. I ensure that I am always working effectively to meet set deadlines, targets and objectives.

Customer Service/Sales Administrator - Johnson Tiles Ltd - Tunstall

(2021-08 - 2026-10)

As a Customer Service Administrator, responsible for delivering exceptional administrative and customer support across various channels including phone, email, and live chat. Key responsibilities include:

• Responding promptly to customer inquiries, resolving issues efficiently, and escalating complex queries when necessary.
• Processing orders, returns, and exchanges accurately, ensuring compliance with company policies and timelines.
• Maintaining and updating customer records and databases using CRM and internal systems.
• Coordinating with internal departments (e.g., sales, logistics, finance) to support smooth operations and customer satisfaction.
• Generating reports, managing documentation, and performing general administrative tasks to support the customer service team.
• Monitoring service levels and contributing to continuous improvement initiatives to enhance the overall customer experience.
• Ensuring all communication is professional, clear, and aligned with company values.
• Demonstrated ability to multitask, prioritize workloads, and maintain accuracy in a fast-paced environment while maintaining a customer-first mindset.
• In addition to the above, i have completed my first aid training, along with fire marshall training.
• I was also on the health and safety committee and charity/community committee.

Business Account Manager - Optimum flooring services

(2019-03 - 2020-03)

Targeting both new business acquisition and account development, OFS specialise in the industrial and specialist flooring industry, here I was able to develop the company's current customer base to fit our whole company portfolio and also target new business within specific market sectors through warm leads. Interacting with clients from SME's to International Organisations.Building a large customer base, managing and developing high end accounts.

• Building orders and submitting quotes, negotiation times scales and arranging site visits.
• Training within the flooring industry in order to understand the product to give me the ability to discuss this more confidently.

Sales Agent - Autonet Insurance - Stoke-on-Trent, Staffordshire

(2017-03 - 2020-03)

Working within this organisation gave me first-hand experience into the insurance industry, I received extensive training in a fast-flowing call centre like environment. I have past CII (Chartered Insurance Institution) examinations. I have been exposed to multiple different systems from Strata to CDL. Further developed my knowledge into the sales industry.Extensive training allowed me to manage time efficiently, work to company driven KPI's and thrive under pressure.

• How to liaise with different departments in order to resolve situations.
• How to adapt to utilise multiple different systems and applications to allow me to complete individual tasks set.

BTEC - Public services - Newcastle under Lyme college (2010-04)

BTEC - Engineering - Berry Hill High School (2009-05)