Richard Hilliard

A highly skilled professional with extensive experience in customer service, technical support and account management, gained from working within global leaders such as Accenture, eBay Inc, Carlson Wagonlit Travel and British Telecom. A committed team player and strategic thinker, adept at conducting deep investigations into customer complaints and complex technical and billing issues. I optimised service delivery, and maintained high customer satisfaction levels in fast-paced, high-pressure environments. In summary, I'm a results-driven professional with a track record of success in technical and customer support, administrative and account management roles within competitive industries. Committed to continuous improvement and excellence, delivering quick quality resolutions while maintaining strong customer relationships through diligent service and strategic insight.

Throughout my career, advancing from analyst to senior analyst, I have provided exceptional communication, dedication, and problem-solving skills, leading to significant accomplishments, including two promotions at global companies like Accenture, eBay Inc, and Carlson Wagonlit Travel. I've demonstrated a profound capability in enhancing user experiences, solving complex customer issues, and improving service delivery within high-pressure, deadline-driven environments. I've been instrumental in training both new and experienced team members, efficiently managing SLA-regulated tasks. My role as the primary contact for task escalation, combined with effective queue management and cross-department collaboration, has fortified customers relationships, and contributed to surpassing customer satisfaction scores. My proactive approach in customer support, technical support, project management, and strategic analysis has played a pivotal role in driving revenue growth and sustaining customer partnerships through successful upselling, cross-selling, and account retention strategies.