Matthew

Matthew Joseph Lane
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Lutsk, Volyn Region, Ukraine

Professional Summary

Accomplished Customer Service Assistant and Retail Manager with 6 years of experience achieving
successful results in the Retail Industry, Vehicle Repair Industry and Specialist Hire Industry. I am highly
confident in my ability to work in small and large teams, improve customer and business relations and hit
KPI’s set by my line manager. I am comfortable with working in a team or independently. I take personal
responsibility for my own professional development and believe there are always more skills to learn and
training to refine the skills I already have.

Career History

Customer Service Representative – Acorn Insurance – Mersey Chambers, Liverpool, Great Britain– 2026-
2026

 Managing, amending and making changes to people’s insurance policies and providing quotations
for these changes
 Assessing documentation sent in by our customers and ensuring it is correct and genuine to make
necessary changes and amendments to their insurance policy
 Handling a large amount of inbound calls from customers regarding their policy or policies
 Being named in the company newsletter in my first month based on my performance in training
and quickly becoming a dependable member of the customer service team

Customer Service Advisor – Eden Ecommerce – Chester Employment Park, Great Britain– 2025-2026

 Creating and managing credit accounts for organisations and charities
 Creating quotations for bulk orders of our products to give the customer the best deal whilst also
generation a healthy margin for the company
 Liaising with our merchandising team and procurement departments to assist businesses select the
right product for them
 Handling customer complaints and resolving product issues

Specialist Hire Advisor – Proximo (The Proximo Group) – Chester Employment Park, Great Britain– 2024-
2025

 Keeping referrals from our work providers conversion rate above 90% by utilising our nationwide
branch network, therefore improving relationships with referrers
 Providing feedback to line managers on how to streamline our processes to increase efficiency
 Keeping customers within service level agreements by calling them twice a day with updates on
their file to provide a great customer service and avoid any possible complaints
 Attending monthly meetings as a representative from my department of the company to discuss
with higher management ideas on how to improve quality of life at the company

Customer Service Advisor – Complete Vehicle Support (The Proximo Group) – Chester Employment Park,
Great Britain– 2022-2024

 Handling repair claims and working every aspect of them from the First Notification of Loss stage to
either repairs are complete or Total Loss settlement is received
 Providing Third Party Intervention services to our work providers to mitigate their costings
 Also providing: Vehicle Recovery Services, Courtesy Cars, Direct Hire, Engineer Inspection &
Valuations and Liability Investigation Assistance
 Awarded employee of the month for solving several customer complaint files, leading to their
problems being resolved and an overall positive customer experience
Supervisor – JD Sports – Chester City Centre, Great Britain– 2020-2022

 Managing a team of 5+ staff in order to assist the manager in daily operations
 Creating incentives for staff members to increase sales and also increase Key Performance
Indicators
 Being Responsible for training and development of staff members
 Using sales figures to carry out visual merchandising to push our best sellers and increase sales

Assistant Manager – Links of London – Cheshire Oaks Retail Park, Great Britain – 2019-2020

 Conducted weekly phone calls with the area manager and head office to discuss sales strategy
 Created limited time sales ideas to increase Key Performance Indicators from 1.2 Items Per
Transaction to 1.8
 Large sums of cash handling
 Organising and creating staff rotas

Education

Level 2 Uniformed Public Services, West Cheshire College, Ellesmere Port, Cheshire, Great Britain

Key Skills

Team Leadership, KPI Tracking, Project Management, Training & Coaching, Administration, Business
Relations, Presentations, Problem Solving, Microsoft Office, Phone Etiquette