Adam Flavin

• Performed due diligence investigations to verify customers' identity, background, and source of funds.
• Analyzed client data from various sources including public databases and internal systems.
• Identified potential issues related to AML and KYC compliance in accordance with applicable laws and regulations.
• Developed reports summarizing findings from AML and KYC reviews and investigations.
• Participated in periodic review of existing policies and procedures to ensure compliance with regulatory requirements.
• Provided feedback on processes and procedures to enhance the efficiency of the team's workflow.
• Drafted recommendations for actionable measures aimed at improving the effectiveness of AML and KYC controls.

Senior Contact Centre Manager for Mars Capital.

• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Created monthly reports for senior management summarizing operational performance metrics.
• Coached, mentored and trained team members in order to improve their job performance.
• Conducted regular meetings with staff to discuss progress and identify areas of improvement.
• Established processes to ensure efficient workflow throughout the organization.
• Resolved conflicts between employees by providing guidance on company policies and procedures.
• Initiated new projects that resulted in increased productivity across all departments.
• Provided leadership during times of organizational change or crisis situations.

• Managed sales for KBC Direct Channels as Sales Manager.
• Managed multiple product lines including Current Accounts, Savings, Deposits, and AML with a 44-member team.
• Implemented strategies to enhance customer experience and provided continuous coaching for team development.
• Managed and delivered proactive inbound sales, ensuring efficient performance and operations management. End-to-end focus given to sales processes with strong compliance emphasis.
• Setting clear customer acquisition, cross-sales, and retention standards that are consistent with best practice and benchmarked against world-class direct sales teams.
• Maximized overall business yield through efficient management of sales and AML teams resulting in satisfied customers and staff with the added advantage of ensuring consistently high performance.
• Investigated sales data to ensure achievement of targets by addressing performance issues in a timely manner
• Analysed call arrival patterns to guarantee adequacy of staff in the Contact Centre for meeting SLA requirements
• Boosted sales team skills by implementing effective performance management strategies and providing structured coaching sessions
• Implemented continuous improvement strategies to optimize the efficiency and effectiveness of the entire direct sales cycle.
• Successfully met performance objectives by executing innovative strategies that led to enhanced customer satisfaction demonstrated through outstanding NPS and NET EASY scores.
• Ongoing development of the overall multi-channel sales model, with an emphasis on technology-led channel innovation.
• Continuously enhancing measures to assess business performance and benchmark against industry standards
• Demonstrated strong front-line experience in representing the voice of the customer.
• Leveraging emerging technologies to drive new and innovative ways of engaging with and selling to customers.
• Demonstrated exceptional proficiency to manage stakeholders

• Drove and inspired the Day-to-Day Sales team to consistently meet objectives for every product line
• Provided dedicated and personalized coaching to facilitate individuals in achieving their required targets and personal goals.
• Conducted ongoing evaluation of training and call scoring, exposing gaps within the team and department
• Enhanced interdepartmental communication to enhance work quality and minimize risks/breaches in the team and department
• Developed scripting and call guides to enhance customer interactions.
• Set clear and transparent goals for individual performance, utilizing the performance management framework to drive and achieve targets.
• Provided Management with insights on common trends, training weaknesses and proposed solutions to enhance operations
• Took charge of day-to-day functions seamlessly while managers were away

• Delivered superior customer service by providing expert sales advice to KBC clients.
• Provided detailed information on new deposit options to customers and generated referrals into investment funds
• Worked independently, ensuring timely and accurate completion of all assignments while maintaining a high level of attention to detail
• Assisted clients in selecting the most suitable KBC financial offerings for their unique needs

• Spearheaded the management of 14 agency staff with great success
• Conducted monthly 1-2-1 meetings to evaluate team performance, offer personalized coaching, and monitor staff progress
• Reported agency staff's daily progression and performance to the Floor Supervisor
• Increased productivity through the analysis of contract extensions

• Senior CSA on a Team of 13 staff
• Recording daily stats and performance of the team and reporting to the Team Leader
• Completing Call Evaluations
• Reporting feedback to staff
• Recording customer and staff feedback and communicating this feedback to management

• Handling customer queries and complaints
• Managing fraud and arrears calls
• Part of a high-risk complaints team
• Daily managing of Excel and Word files
• Daily monitoring of my own personal stats and objectives to meet business requirements
• Nominated for 'Customer service assistant of the year' 2012 by my colleagues and management for exceeding in my role as a CSA representative

• Supervised over 21 staff members during the night shift.
• Completed weekly rosters
• Managed inventory control system to effectively monitor and optimize stock levels.
• Coordinated effectively with the Store Manager.