Iain Reynolds

146-3 esq, Rua Sao Jose, Lisboa, 1150-326 | 917796922 | iainreynolds@hotmail.co.uk | 22 April 1987 | British

An amiable, enthusiastic, reliable, focused, polite individual with excellent

communication skills. I am hoping to start a challenging job in a professional
environment where I can exceed expectations.

Work Experience:
CUSTOMER SERVICE REPRESENTATIVE | RENAULT CONNECTED SERVICES | 20TH AUG 14 -
PRESENT

I provide support via e-mail and telephone to customers who have various pre-installed GPS navigation systems in
their Renault and Dacia vehicles. One of the main contact drivers is instructing customers on how to update their
systems with the latest software, map versions and services via toolbox technology which is downloaded onto their
home computers. At times we work in collaboration with the Customer Relations team and can transfer special
cases to each other if needed via the CRM tool Salesforce. We also regularly pass on the details of technical
solutions that need to be applied to customers electric Zoe vehicles to official Renault Dealerships. An example
of a complex troubleshooting procedure that we prescribe is instructing the customer on how to manually back up
their device, format the SD card and then re-install the software. During busy periods, I can simultaneously be
working on approximately 90 cases that I have taken ownership of, so the job requires a great deal of organization,
resistance to stress and technical knowledge. One of my biggest achievements was working in close collaboration
with my manager to produce a maximum call monitoring score of 100%. After six months of being employed on a
temporary basis, I was offered a permanent contract which I accepted.

TIER 2 CUSTOMER SERVICE REPRESENTATIVE | ZENIMAX ONLINE STUDIOS (THE ELDER

SCROLLS ONLINE) | 2ND DEC 13 - 13TH AUG 14

Based at the Lisboa, Portugal Teleperformance Contact Centre - I provided customer support via telephone, e-mail
and in-game chat to customers worldwide but mainly from America who were playing The Elder Scrolls Online.
The Elder Scrolls Online is a subscription based massive multiplayer online role-playing computer game and was
the follow up to Skyrim, widely considered as the best video game of the decade 2000-2010. I dealt with issues
relating to customer accounts, billing/subscriptions, in-game related assistance and knowledge, terms of service,
coaching and supporting new hires and more. This post was a very exciting challenge for me as it was the first
time I had received the necessary on-the-job training to give technical assistance pertaining to installing software,
operating systems (Apple Mac, Windows), computer hardware/system requirements, internet firewalls etc. I feel
that this experience makes my employee profile considerably more well-rounded. Here I learned to enjoy the
challenge of problem solving, have fun at work, value the product and put the customer first. It has been a real
honour working for such an esteemed, trendsetting company and I have also relished the experience of working
abroad and forming new working relationships.

VOLUNTEER IN THE SERRA DA MALCATA NATURAL RESERVE, PORTUGAL | 14TH OCT - 28TH
NOV (13)

In exchange for free accommodation and board, I worked as a goat herder and general farm worker. In my spare
time I used the solar powered Wi-Fi to search for a paid position in the city.

CUSTOMER SERVICE ADVISOR | HER MAJESTYS PASSPORT SERVICE | 16 TH APRIL 12 - 12TH

OCT 13

Working for the Bristol, UK Teleperformance Contact Centre - My job involved booking appointments for
customers that need to use our fast-track services ensuring that they have a passport for their date of travel. We can
also give advice on how to fill out application forms, supporting documents required, nationality, postal services,
life or death emergency travel procedures etc. I also liaised daily with different passport offices in the country via
a mid-call transfer system. Originally employed on a six month contract, because of my reliability and positive,
energetic character, I was then picked by my supervisor to go permanent. Further to my initial induction into the
company I was then chosen to train in a higher department and work on more advanced systems, for example,
booking first-time interviews for often non-native English speakers, checking the status and progress of applications
for customers and advising on issues relating to adoption and child changes of name. During the summer periods
when the passport office resources were at their most stretched I learnt how to deal with angry, volatile and
disappointed customers on a call by call basis in an emphatic, professional, courteous and patient way.

JUNIOR ADMINISTRATOR | THE PRINCE OF WALESS CHARITY THE PRINCES TRUST | 8TH
NOV 10 - 7TH MAY 11
Here I worked directly with the Private and Public fundraising teams using a specially designed computer system
called Raisers Edge. I gained comprehensive experience attending meetings, training days, celebration events
for young people and working closely with other departments in the office like the Programmes and
Administration team. This was a highly valuable experience where I felt I gained maturity, interpersonal skills and
learnt the importance of adhering to a companys vision and values.

APPRENTICE | CARREK HERITAGE BUILDING CONSERVATION | 27TH APRIL - 28TH MAY (09)
Preparing archaeological sites in a listed cottage, drawing large-scale technical diagrams of stone paved floors,
taking down and reapplying plaster using traditional techniques, demolition and clearing. This was a trial period
before starting apprenticeship. Accepted onto apprenticeship and offered a reference because of my great social
skills and work ethic but did not want to pursue this type of career.

VOLUNTEER | PADDINGTON ORGANIC FARM TRUST | FEB 08 - JAN 10

Working together with people from the local community doing a variety of duties, for example, painting a mural
for the entrance, erecting and planting polytunnels, fencing, making Flowform ponds and working on an
interactive, educational play zone for children.
Temping Jobs e.g. Barman, Saw mill.

CENT RECORDS INDEPENDENT RECORD LABEL | AUG - NOV (06)

I maintained websites, liaised with industry people, organized a large-scale audition in London and helped looked
after the interests of a Solo Performer and a Band.

VOLUNTEER PRIMARY SCHOOL TEACHER | MONDO CHALLENGE | FEB - MAY (06)

Volunteering as a Primary School Teacher in a rural village in the Himalaya, India, for three months. Teaching
English and Sports full-time to children aged 5 to 12 and living with a Nepalese family.

KITCHEN PORTER | CARPENTERS ARMS RESTAURANT | SEP 04 - FEB 06

Kitchen Porter. To raise funds for trip to India. Here I learned the importance of working as a team and putting in
effort.

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Education and work experience:

CONTACT CENTRE OPERATIONS NATIONAL VOCATIONAL QUALIFICATION (NVQ LEVEL 2) |

20TH APRIL 12 - 18TH JAN 13
An NVQ is a work-related, competency-based qualification that reflects the skills and knowledge needed to do a
specific job. It is achieved through assessment and training. Completed whilst working for the Teleperformance
contact centre on Her Majesties Passport office advice/appointment line. Accredited by Direct Learning UK.

ACCOUNTANCY AAT LEVEL 1 | 10TH JAN - 27TH MARCH (12)

I enrolled on this course to add to my general business skills. I gained competence in:

Essential accounting procedures

Mathematics for accounting
Creating business documents
Accounting in a professional environment

CUSTOMER SERVICE NVQ LEVEL 2 | 1ST MARCH - 7TH MAY (11)

This was completed in work whilst working as an Administrator for the Princes Trust Charity. Evidence for my
NVQ was achieved through dealing with programme enquiries, arranging info. sessions, guiding customers through
feedback questionnaires etc.

BUSINESS AND ADMINISTRATION NVQ LEVEL 2 | 8TH FEB - 18TH JULY (10)
This was a six month course including work experience at Venue Magazine and Evening Post Newspaper for 2
full-time days a week for 3 months. Here I worked under the guidance of the Editor and chief Web Designer. My
main duties were making phone calls to businesses ensuring a wide distribution of Magazines, uploading
information to the Venue Website and editing film reviews.

EUROPEAN COMPUTERS DRIVING LICENCE (ECDL) | (08)

An internationally recognized qualification in computing.

CHEW VALLEY SIXTH FORM | 03 - 05

A Level English Language/Lit. (D) A/S Level Media Studies (C); Music (D); English Language/Lit. (C)

CHEW VALLEY SHOOL | 98 - 03

GCSE English Lit. (A); English Language (B); Drama (A); Music (A); Mathematics (C); Science (CC); History
(C); French (C); Graphic Design (C)

Key Skills:
Key administration skills and experience.
Competent using computer programs like Microsoft Word, Excel, Access, PowerPoint, Publisher etc.
Well-spoken, assertive, upbeat, cool and courteous telephone manner with active listening skills.
Well-adjusted, positive and respectful point of view and opinion.
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 Intermediate Portuguese language.

Interests:
I have a keen interest in learning about nutrition and cooking Italian and Turkish food. I enjoy taking part in my
local community, spending time with friends and jogging. I love listening to Jazz music and researching into culture.

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