Ian Pugh's Email

Welsh in Canada Aiming for permanent Canadian Residency (The race beings) I am a very reliable, confident and hardworking individual who is self-motivated and enjoys motivating others (share a smile with others and a smile will return to you). I’m ambitious and I aspire to exceed the goals I set for myself. I am experienced in the retail/service sector since 2001 from small scale family run business up to Tesco who is the second largest retailer in the world; now working at Costco which is the Second largest in North America. I strive to be the best I can and to improve service and processes for customers to provide a world class service in every role. I like to immerse myself in a role to enable me obtain a full understanding of workings and processes, this helps me to give accurate advice, guidance, support and training to team members and individuals. I use my initiative to develop effective solutions to problems. I am flexible and I can perform under pressure, I have been part of the making retails number one Social Media customer service experience in the UK (Supermarket giant Tesco). I also help ensure responses are broadcast via social media promptly, accurately and appropriate. I work with closely with a wide range of contacts in all business areas including corporate, press and legal teams and I regularly make calculated risks to decide who to contact in and out of office hours that can provide the required information to enable me to action responses to queries. I have an engaging personality which enables me to be confident when speaking with senior management with previous interaction experience dealing with a Chief Executive in acquisition planning; I also put this into good use when speaking to stakeholders in a clear and concise manner. I'm passionate about my ideas and I can adapt to change quickly.

Business Support Executive @ I started at Tesco as a Customer Service Manager; during my first 2.5 years I managed to get up-skilled in 6 skill sets, I handled Customer contact via Telephone, Email, Social Media and Webchat; this covers contact for Clubcard (Loyalty Scheme), Grocery Home Shopping, Direct Mail Order, Online Photo Service along with General Customer Service and Customer Reception Call for the United Kingdom and Republic of Ireland. Before my 3rd year I was promoted to Business Support Executive for UK and Ireland Customer Service. As a "BSE" I liaise with a wide range of colleagues and supplier contacts these include CEO office, Press Office, Stake holders within Commercial teams, Supplier Account managers, Supplier Retail Support and I also support c.100 Calls, Social Media and Email agents; and 20 IT engineers who hone a wide range of skills from Technical Support through to Customer Loyalty programs. My role comprises of Training, Coaching and on-going support via telephone, email and internal web chat. I have also managed a team of 16 agents undertaking QA monitoring and general Day to day Team Lead tasks. I have built strong and lasting working relationships with internal and external contacts spread across North America and Europe and I have used these relationships to help improve processes and service for the customer. From August 2007 to August 2014 (7 years 1 month) cardiffCustomer Service Rep. @ Customer Service Operator taking calls at an avg call time of 42 seconds. From March 2005 to August 2007 (2 years 6 months) Cardiff, United KingdomTravel Consultant @ Started at The Travel House as part of an Modern Apprenticeship scheme. Loved dealing with customers face to face and over the telephone to arrange travel for their leisure and business needs. Repeat customers in both areas. Unfortunately I needed to leave due to monthly take home being quite low. From February 2002 to March 2005 (3 years 2 months) Pontypool 045

Ian Pugh is skilled in: Multi-channel Retail, Change Management, Employee Training, Social Media Marketing, Customer Service, Team Leadership, Teamwork, Customer Experience, Customer Support, Customer Satisfaction, Google Adwords, Retail, Call Centers, Facebook, Telephone Manner, Social Networking, Microsoft Office, Telephone Skills, Online Retail, Training Delivery, Listening to customers, Microsoft Excel, Cashiering, Hospitality, Web Design, Windows 7, Business Travel, Travel Arrangements, Leisure Travel, Bartending, Outlook, Web Development, Microsoft Word, POS, Process Improvement, Marketing Communications, Customer Service..., Customer Engagement, Administration, IT skills, Hands-on Training, Business Communications, Product Knowledge, Self-motivated..., Works well with a team, PPC, Direct Marketing, HTML, Management