Samuel Bayliss

I am a dependable, meticulous, and customer-focused professional with a genuine passion for supporting clients. My strong communication skills and high adaptability enable me to excel in fast-paced environments, where I proactively resolve issues, deliver clear guidance, and ensure consistently positive customer experiences. Helping customers succeed through reliable support and impactful service.

Product Support Executive at Yell Ltd. (2022-04 – Present)

• Build and enhance customer websites, providing outstanding customer service by managing and resolving complex requests across various platforms E.g. Duda, Wix, consistently exceeding KPIs.
• Proactively identify and pursue business growth opportunities, collaborating with the sales team to support digital transformation for clients.
• Offer constructive feedback to team members and management to improve processes and ensure compliance with company standards.
• Assist in training new agents and offering one-on-one coaching.
• Reconcile accounts and provide detailed breakdowns to both businesses and customers.

Customer Resolution/Complaints at Yell Ltd. (2021-04 – 2022-03)

• Investigated and resolved customer complaints, including Subject Access Requests, while maintaining a focus on customer satisfaction.
• Collaborated with cross-functional teams to implement process improvements, delivering actionable feedback to senior management.
• Produced reports on root cause analysis and provided continuous improvement recommendations.

Aged Debt and Collections Advisor at Yell Ltd. (2019-02 – 2021-03)

• Reduced historic debt while maintaining strong customer relationships and ensuring high retention rates.
• Built effective third-party collection relationships, adhering to SLAs for timely query resolution.
• Managed inbound and outbound calls for payment collection, query resolution, and escalations in a demanding environment.
• Adhered to data protection policies and consistently met performance targets.

Debt Management Telephony Advisor at RBS (2015-01 – 2019-12)

• Provided debt management solutions for customers facing financial difficulties, ensuring mutually beneficial outcomes for both the bank and customers.
• Specialised in unsecured and secured debt (overdrafts, loans, mortgages) and provided coaching to peers.
• Played a key role in process improvement initiatives within the Debt Management Operations team.

Team Manager at JD Weatherspoon's (2007-01 – 2015-12)

Passenger Service Agent at Birmingham International Airport (2005-01 – 2007-12)

GCSEs in 7 GCSEs (A-C), including Maths and English – Baverstock GM School (1997-01 – 2002-12)

Sports Studies – Baverstock Sports College (2002-01 – 2003-12)