Barry S.
Mid-Level Contact Centre Operations Specialist
Open to offersNew to PlatformAbout
Barry S., based in Bushey, Watford, Hertfordshire, has cultivated a multifaceted career in customer service, IT support, and telecommunications. As a Contact Centre Agent and Customer Service Team Leader, Barry led teams handling operations for facility management and electrical testing sectors. Transitioning into IT, Barry served as a First Line IT Support specialist, resolving client technical issues at FM Southern. His extensive expertise in the telecom industry includes roles such as Telecoms Design Authority with the Financial Conduct Authority and Siemens, where he managed cloud-based IP Telephony and data networking solutions. Notably, Barry's proficiency includes designing and implementing complex telephony and contact center systems for high-profile organizations, enhancing user experience and infrastructure reliability. He holds a Prince2 Practitioner certification and is a UK Chartered Engineer, contributing comprehensive skills in project management and technical design.
Experience
Writer and Customer Support
Upwork Global · 2026 — 2026Managed individual projects by conducting market research and addressing product-related queries through a freelance work platform.Proofreader (SC Cleared)
Financial Conduct Authority · 2025 — 2026Engaged with the Financial Conduct Authority and Payment Systems Regulator in writing and proofreading legislation, utilizing Word and Google Docs for documentation focused on UK financial regulations.Contact Centre Agent (Lead)
Watford PAT Testing · 2023 — 2024Served as the primary contact agent for inquiries regarding portable appliance and electrical testing, managed an outbound call list, prepared service quotes, organized schedules, and handled contractor communications.Customer Service Team Leader
Four Tubs Management · 2021 — 2023Led a customer service team addressing issues related to faults and repairs across multiple properties, coordinated with suppliers for repair arrangements, and maintained relevant logs and authorizations.First Line IT Support
FM Southern · 2019 — 2021Responded to calls from clients and customers, maintained digital records of faults, initiated notifications to second-line support, and organized fault reviews with customer sign-off.Holiday Sales Agent
JWC · 2017 — 2018Assisted clients with travel inquiries and booking confirmations, coordinated with suppliers to ensure competitive rates, maintained accurate client records, and encouraged upselling of travel-related services.Cruise Holiday Agent
Select Cruises · 2015 — 2016Designed and managed tailored cruise travel packages, oversaw complete booking processes for clients, provided travel advice, and handled any necessary travel modifications or emergencies.Recruitment Agent
Engineer Recruitment · 2014 — 2015Handled inquiries from job applicants and client companies, collaborated with clients to secure competitive recruitment rates, and maintained records related to clients and contract workers.Telecoms Design Authority
Financial Conduct Authority · 2013 — 2014Functioned as a consultant specializing in Cloud Contact Centre design, developed requirements for a new IP Telephony system, and managed vendor selection and implementation processes.Cisco Project Manager
NextiraOne · 2012 — 2013Established guidelines for the rollout of a centralised voice and data network across the UK, managed a team, and oversaw upgrades to outdated network equipment.Telecoms Design Authority
Atos IT Solutions and Services · 2011 — 2012Led digital design for an IP Telephony/VoIP voice network, conducted needs analysis, and presented solutions in workshops while focusing on short-term and long-term business requirements.
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