Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
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Craig Mallon

Craig Mallon

Louth,Ireland

Summary

A dedicated and detail-oriented professional with a proven track record in compliance, client relationship management, and administrative excellence. My experience spans the financial technology and public sectors, where I have consistently leveraged tools like Salesforce, Power BI, and Excel to drive efficiency, mitigate risk, and enhance client satisfaction. I am adept at navigating complex regulatory environments, including GDPR and CIP, and thrive in collaborative, cross-functional teams.

A strong advocate for continuous improvement, I am passionate about leveraging data-driven insights and emerging technologies, including AI-powered tools, to streamline processes and deliver superior results. I am now seeking a role where I can apply my analytical skills and commitment to excellence to support organisational growth and innovation. Knowledgeable individual seeks opportunity in specialist role to deliver subject insight for improved team understanding. Educates and engages using excellent interpersonal skills for informed decision-making. Flexible and responsive for adaptable services tailored to business needs. Committed Specialist with experience advising and developing teams for improved output. Forges productive working relationships to aid business growth. Upholds safety and compliance through tactical policy planning and implementation.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work history

Digital Archiving Specialist

Tusla, Child and Family Agency
Drogheda, Louth
10.2024 - Current
  • Manage and organise sensitive adoption records from service providers, ensuring precise categorisation and maintaining data integrity for the organisation.
  • Input, track, and maintain records using Excel and specialised archiving software, guaranteeing strict adherence to all Tusla compliance policies.
  • Provide cross-functional administrative support to the Finance team, leveraging expertise in SAP HR and Salesforce to streamline processes and improve efficiency.
  • Assist the Freedom of Information (FOI) team with the preparation and redaction of sensitive documents using Adobe Acrobat Pro.
  • Proactively take on ad-hoc tasks and projects to support evolving organisational needs, demonstrating flexibility and a strong team-oriented approach.
  • Utilise a wide range of Microsoft Office tools, including Excel, Word, Outlook, OneNote, and Teams, to communicate, document, and manage day-to-day tasks.
  • Uphold data protection and GDPR best practices in all aspects of data handling and information management.

Corporate Account Manager

PayPal Holdings, Inc.
Dublin
01.2021 - 05.2024
  • Managed a portfolio of 8 key client accounts across the APAC region, including small and medium businesses and large enterprises. My main goal was to build strong relationships and understand their business needs to become a trusted advisor.
  • Served as the primary point of contact for client issues, expertly triaging and coordinating with internal technical and finance teams to resolve problems quickly and maintain high client satisfaction.
  • Analysed merchant performance data and payment trends using Salesforce, Power BI, and Excel to provide clients with actionable insights and strategic recommendations for growth.
  • Partnered with clients to onboard and integrate new PayPal products and services, and helping them optimise their payment systems.
  • Proactively took on ad-hoc projects, such as creating streamlined reporting dashboards, to improve internal workflows and enhance the overall client experience. I am always ready to support evolving team and organisational needs.
  • Covered a 6-month period to act as Contingent Team Lead, covering a maternity leave for our Bangalore team. In this capacity, I provided daily support to my colleagues.

Social Media & PR Associate

PayPal Holdings, Inc.
Dundalk, Louth
09.2018 - 01.2021
  • Monitored PayPal's brand presence across key social platforms (Reddit, Twitter, Facebook, Instagram) and community forums, serving as the first line of defense for emerging customer concerns and PR issues.
  • Collaborated directly with the Legal teams to triage and strategically resolve sensitive public relations matters, protecting the company's reputation.
  • Conducted quality assurance reviews of customer interactions (calls and messages) for a global team, using internal software to identify coaching opportunities and provide constructive feedback to colleagues.
  • Distributed detailed performance analysis templates via Outlook to team leads, helping to guide team-wide improvements and support individual development.
  • Provided mentoring and training for new hires across the department, a responsibility I thoroughly enjoyed and took great pride in.

Compliance and risk analyst

PayPal Holdings, Inc.
Dundalk, Louth
06.2017 - 09.2018
  • Served as a key point of contact for high-priority customer concerns, investigating and resolving complex issues through both detailed phone conversations and written correspondence.
  • Applied expert knowledge of Customer Identification Program (CIP) protocols and GDPR regulations to conduct thorough reviews of account activity, ensuring strict adherence to global financial compliance standards.
  • Mitigated risk by diligently analyzing transaction patterns and account behaviors to identify and report potential fraudulent activity or compliance breaches.
  • Collaborated with cross-functional teams in Legal and Security to escalate findings and implement corrective actions, protecting both the customer and the company from financial and reputational risk.
  • Meticulously documented all investigations and decisions in case management systems, creating a clear and auditable trail for regulatory compliance purposes.

Administrator & Team Lead

Woodies
Dublin, Leinster
01.2010 - 05.2017


  • Managed key stock control processes, including inventory receiving, cycle counts, and liaising with suppliers to maintain optimal product availability on the shop floor.
  • Served as a primary point of contact for customer enquiries and complaints, resolving issues effectively to ensure a positive customer experience.
  • Utilised the company's internal systems for processing paperwork, managing staff rotas, and generating basic sales reports for management.
  • Proactively supported the store management team with ad-hoc tasks and projects, from organising promotional displays to training new hires on POS systems.

Education

Bachelor of Business (Honours) - Business Studies

Dundalk Institute of Technology: DkIT
Ireland
05.2020 - 05.2024

Skills

Compliance & Risk Management

  • Expert knowledge of GDPR and Customer Identification Program (CIP) compliance frameworks
  • Proven ability to handle sensitive customer data with integrity and discretion

Client Relationship Management

  • Adept at building trusted, long-term relationships with a diverse portfolio of clients, from SMBs to large enterprises
  • Skilled in triaging and resolving complex client issues to maintain high satisfaction and retention rates

Data Analysis & Reporting

  • Proficient in leveraging Salesforce, Power BI, and Excel to analyze trends, generate insights, and create actionable reports for clients and internal stakeholders

Leadership & Mentoring

  • Proven experience in team leadership, including mentoring new hires, providing quality assurance feedback, and supporting colleague development

Administrative Excellence & Organisation

  • Highly skilled in records management, data entry, and maintaining accuracy using archiving software and Microsoft Office

Communication & Interpersonal Skills

  • Ability to explain complex information clearly and sensitively to diverse audiences


Affiliations

  • I have an interest in modern history, with a particular interest in the Cold War and the American Civil War.
  • I maintain a strong commitment to personal fitness through a consistent gym regimen.

Timeline

Digital Archiving Specialist

Tusla, Child and Family Agency
10.2024 - Current

Corporate Account Manager

PayPal Holdings, Inc.
01.2021 - 05.2024

Bachelor of Business (Honours) - Business Studies

Dundalk Institute of Technology: DkIT
05.2020 - 05.2024

Social Media & PR Associate

PayPal Holdings, Inc.
09.2018 - 01.2021

Compliance and risk analyst

PayPal Holdings, Inc.
06.2017 - 09.2018

Administrator & Team Lead

Woodies
01.2010 - 05.2017

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Craig Mallon