Stephen Johnson (CV)

I have been working as a Communicator in the CPM Contact Centre from 9th August 1999 till present day. During my time with the CPM Contact Centre, I have been part of various inbound and outbound campaigns. These have included Care Lines, DRTV Charity Donations, Public Services, Ordering of Goods & Point Of Sale, Insurance and Literature Requests. For the first 7 years in my role as communicator, I was a member of the CPM Bureau where my role involved handling inbound and outbound calls for various clients including BT Cellnet, Network Rail, Barclays, Petplan and more. I was also responsible for responding to customer white mail and email on behalf of Henkel Detergents. These correspondences consisted of enquiries, complaints, claims for damages/processing compensation. In summer 2006 I joined the Honda Legend team. Here I was involved in contacting customers to promote the launch of the new Honda Legend, fulfil brochure requests and booking extended test drives. Upon completing the Honda Legend campaign, I joined the Honda Contact Centre team where I perform a Customer Service Advisor role for Honda UK, as well as acting specialist in the Car Division. My role involves receiving inbound telephone calls and emails from general public, as well as commercial customers regarding specific enquiries, complaints, locating local dealers, ordering literature and booking test drives. I have also previously volunteered to represent Honda UK at a number of live events including; Carol Nash Motorcycle Live event held at Birmingham NEC, London Boat Show at London Excel and the British Touring Car Championship (BTCC) final at Brands Hatch. These events provided me with the opportunity to get to talk to customers face to face to obtain valuable feedback as well as promote Honda and its products. I am also required to data-capture customer’s details, administrative reporting, meeting personal KPI targets and comply with client expectations. Both my current and previous roles have required me to provide training to new and existing team members by providing presentations and one-on-one training. Training would be provided for product knowledge, updates, scripting and other essential systems. In addition, since January 2011 I have also taken a second role in the Contact Centre working part time for Milk & More (an online service provided by Dairy Crest). My role with Milk & More involves taking inbound calls from customers regarding their deliveries, whether it is changes to their order, complaints, billing enquiries, as well as assisting customers with maintaining their online accounts. As part of this role, I am also expected to up-sell particular products and encourage customers to convert from traditional/offline accounts to the online service. My training and experience at CPM within all of my campaigns, has developed me to deliver a high level of customer service and provide an exceptional customer experience.