Gavin Paul
295 Redford Parl Greystones Co Wicklow
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excelling in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success, Commercial Growth Team Leader
PTSB
Dublin
02.2020 - Current
- Managing a team of 15 customer service advisors.
- Providing coaching and feedback on employee performance, and encouraging professional development.
- Managing SLA agreements across the department by actively monitoring call queues and real-time metrics.
- Identify where risks exist and proactively mitigate risks across the department.
- Attending meetings and cross-collaborating with several different departments across the bank.
- Generating sales leads across a number of different products to achieve commercial goals.
- Coach team members to achieve KPIs and provide continuous feedback.
- Ensure that all compliance, conduct, and regulatory obligations are fully adhered to.
Financial Advisor
Easyfinancial
Calgary
11.2018 - 01.2020
- Delivering an exceptional level of customer service daily within the branch.
- Offering loans and financial products tailored to customer needs.
- Addressing all customer inquiries effectively and in compliance with regulations.
- Generating and executing sales from leads, following the established sales process.
- Conducting daily collection activities for loans in default.
Senior Customer Service Advisor
Permanent Tsb
Greystones
10.2016 - 11.2018
- Supporting the day-to-day operation of customer service within the branch, providing an excellent level of customer service face-to-face and over the telephone.
- Dealing with all customer queries in an effective and compliant manner.
- Opening personal and SME accounts.
- Completing mortgage and personal lending applications.
- Assisting with retaining existing business and growing new business.
- Performing teller cash administration duties, balancing and efficiently managing ATM and SSBM machines.
Customer Service Agent
Permanent Tsb
Blackrock
02.2015 - 10.2016
- Responding to all customer service requirements to agreed service levels, procedures and guidelines through inbound telephone activity
- Actively contribute to the achievement of Service/Service Plus Sales targets, as agreed in business objectives, for the Contact Centre.
- Assisting with driving leads/appointment generation.
- Ensuring compliance with the Contact Centre's World Class Values and Standards.
- I was involved in the fast track QFA course in regulations.
- Selected to mentor new staff and assist with BAU training.
- Top contact center AHT scores year to date.
- Top Service Plus figures for 2015 in Open24.
Clothing Supervisor
Carrolls Irish Gifts
Dublin 2
05.2013 - 02.2015
- Overseeing the Clothing Section involves ordering, keeping stock in the stockroom, and on the sales floor. It also includes managing all clothing orders for the store.
- Developed and implemented inventory control procedures to ensure accurate tracking of stock levels.
- Provided exceptional customer service by addressing inquiries promptly and professionally.
Education
St Patrick's National School
Greystones, Co WicklowEast Glendalough School
WicklowSkills
- Complaint resolution
- Mentoring
- Coaching
- Documentation And Reporting
- Complex Problem-Solving
- Call Center Operations
- Team Supervision
- Account Management
- Sales expertise
- People Management
Certification
- 01/2016, APA Loans
- 01/2016, APA Regulations
- 05/2016, APA Savings and investments
- 09/2016, APA Life Assurance
- 01/2017, APA Pensions
Personal Information
Hobbies: Irish Music: I have been playing bodhran for 10 years and have competed in the Co Wicklow, Leinster and All Ireland Fleadh competitions. I also play banjo and piano. I successfully completed piano examinations up to grade 6. I also enjoy cycling and playing golf.
References
On Request
Timeline
Customer Success, Commercial Growth Team Leader
PTSB
02.2020 - Current
Financial Advisor
Easyfinancial
11.2018 - 01.2020
Senior Customer Service Advisor
Permanent Tsb
10.2016 - 11.2018
Customer Service Agent
Permanent Tsb
02.2015 - 10.2016
Clothing Supervisor
Carrolls Irish Gifts
05.2013 - 02.2015
St Patrick's National School
East Glendalough School
- 01/2016, APA Loans
- 01/2016, APA Regulations
- 05/2016, APA Savings and investments
- 09/2016, APA Life Assurance
- 01/2017, APA Pensions
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