1. Paul Hurd
51 Burnley Street, Stoke on Trent, Staffordshire ST1 6NT
07878 321 956
paul_hurd@hotmail.co.uk
Personal Statement
I am a self-motivated hard working professional that has several years’ experience of working in
customer focused environments, producing a high quality level of service. I am currently seeking
a position within a company that allows me to contribute my high customer service standards,
analytical skills and expertise. Currently I am working for Engie as a Service Coordinator for the
Cheshire East Contract
Key Skills
• Excellent organisational skills with the ability to prioritise work. Able to work
autonomously and on several different work areas at once
• Interpersonal skills. Able to relate well to others and to establish good working
relationships working well within a team
• Excellent written communication and telephone skills. Ability to produce letters and
emails to a high standard when providing correspondence with customers
• Regularly taking customer calls and making outbound industry agent calls. Maintaining a
positive approach and pleasant manner at all times when leasing with internal and
external customers. Successfully chaired conference calls between various teams both
within the UK and in India
• The ability to provide analysis of data and process. Thinking things through in a
logical way in order to determine the correct solution to key issues
• Proficient user of software packages including Microsoft Word, Outlook, Excel and
PowerPoint
Career Summary
March 2015- Current Engie (Service Coordinator)
• First point of contact for incoming telephone calls and service requests received by
telephone, fax and e-mail
• Interpret and log requests, inputting details into an in-house system, providing and
tracking regular updates to the status of the request through to work complete status
in line with Service Level Agreements (SLAs)
• Understand, identify and apply the SLA for each service request and set expectation
with customer
• Plan and dispatch calls to engineers or sub-contractors based on the correct skills
sets, geographical location and service delivery arrangements
• Re-plan/assign as required to manage workload and priorities of response
• Prioritise urgent jobs and plan and dispatch operative/sub-contractor support to meet
urgent demand
• Meet SLA targets and respond to customer demands
• Plan daily work load for engineers using available systems
• Organise planned maintenance for engineers, sub-contractors and site managers
within SLA
• Raise purchase requisition and/or purchase orders to the value not exceeding agreed
limits
• Ensure compliance with statutory and company procedures, across all functions
• Collate and interpret accurate and punctual regular reports as required
• Escalate any complaints as required and support continuous improvement activity to
reduce levels of customer complaints
• Analysis of job history/running reports to avoid duplication

2. • Promote customer feedback and surveys
• Ad hoc administration duties
• To comply with company procedures to ensure that all risks relating to safety, health,
environment and quality are effectively managed through the use of risk
assessments, PPE, training and company procedures to ensure a safe working
environment
2010 – 2015 Senior Customer Service Advisor - Npower
TCS Outsource Support - Subject Matter Expert (SME)
• Selected as a subject matter expert to work in an offshore support team. Promoted to
a senior advisor role I am involved with transitioning various work packages to TCS in
Kolkata, India. Building strong working relationships with our offshore partners to
ensure we maintain an optimal effective work area and excellent customer service
• Creation of local working practices and processes for our SAP operating system,
other in house systems and Industry systems. Confident that I am providing effective
processes tailored to the offshore operation. Ensuring that I am gaining feedback
from TCS and other stakeholders at Npower
• Responsible for the transition and support of four different specialist work areas.
Implemented and process changes were needed due to extensive billing knowledge and
expertise
• Quality checking with a high attention to detail the operational work produced by TCS
colleagues and monitoring any outbound or inbound Industry data flows.
• Recognising any gaps in knowledge from quality analysis and providing the
appropriate training and support over emails and conference calls
• Selected for various work transfer packages to TCS including a knowledge transfer
which involved travel and short term stay at the Npower Rainton house site in
Newcastle upon Tyne
• Remaining with the company for a further 6 months after the majority of redundancies
to assist with the final transition of work to the permanent offshore partners
2004 – 2010 Customer Service Advisor - Npower
• Working in various departments such as data flow rejections, plausibility and scrutiny
billing teams where I achieved and exceeded daily targets.
• Updating information and performing the necessary actions needed to make sure
customer’s bills are accurate and all metering information is correct.
• Developed relationships with business leads and analysts providing valuable support
and information on SAP in preparation for go live within the business. Identifying any
system defects and making teams aware of existing issues through briefs and team
huddles
• Supported training sessions transferring knowledge to delegates by helping with the
creation of training material and talking through live exception examples
• Involved in user acceptance testing for the seasonal adjusted values, system update.
Writing scripts ready for testing that meet specific scenarios laid out in the test plans
2001 - 2004 Singlepoint4u
During my Three years at Singlepoint4u I developed good commercial awareness of the
entire business. In my previous role as Senior Customer Services Advisor I was able to
communicate professionally, at all levels. Also been put in charge of my team when my team
Manager has been on Holiday. This has given me some experience to train and Develop the
teams Individual needs, Using my effective Time Management Skills. It gives me great
Satisfaction when I ensure that the advisors understand the Processes and The Reasoning
behind Them

3. Education
Stafford College
Mar-Oct 2001
NVQ Customer Service Level 1 & 2:
Pass
Cauldon College
Personal License Holder
2008
Birches Head High School
1986-1990
GCSEs:
English Language (C)
Maths (C)
Computer Studies (B)
Design & Technology (B)
Geography (C)
PE (B)
Additional Information
Full, clean driving licence
Ability to relocate if necessary
References
References are available upon request