John Russell
Waterford
Summary
I have experience working in IT, Banking, Customer Service and Administration roles for over the last 10 years for various companies such as the AIG, IDG, IFG, Apple, Gilead, Rehab Group, and Ulster Bank. I am accustomed to working to targets and deadlines and working as part of a team and on my own initiative.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Delivery Executive
Foundry
05.2024 - Current
- Check and confirm all leads generated to meet the required standard as specified per client requirements
- Confirming and validating that all intelligence associated with the leads are presentable format to the client
- Liaise and respond to all queries from the Campaign Managers.
- Assist in projects and work activities required by Management.
- Checking emails and correcting and updating them when necessary
Delivery Executive
Foundry
05.2024 - Current
- Check and confirm all leads generated to meet the required standard as specified per client requirements
- Confirming and validating that all intelligence associated with the leads are presentable format to the client
- Liaise and respond to all queries from the Campaign Managers.
- Assist in projects and work activities required by Management.
- Checking emails and correcting and updating them when necessary
Member of the Education task team
Champion IDG Diversity & Inclusion Council
01.2020 - 01.2025
- Attending monthly Council meetings
- Taking minutes for monthly Council meetings
- Delegating work for the D and I Education Task Team
- Giving updates on the D and I Education Task Team to D and I Council meetings
- Act as an information resource, provide guidance, and deal with queries as appropriate both to the Council and to employees in their country
- Ensure representation from the local team on D&I-related projects/initiatives/ etc.
- Regularly communicate with the local team, including: Promoting current and upcoming D&I initiatives, and providing feedback to the D&I Council (i.e. forwarding D&I initiatives, newsletters, etc. with personal messages to local teams)
- Holding quarterly update meetings for their local teams with D&I update
- Developing a channel of communication for local teams to provide input and feedback to you to share with D&I Council
Member of the Education task team
Champion IDG Diversity & Inclusion Council
01.2020 - 01.2025
- Attending monthly Council meetings
- Taking minutes for monthly Council meetings
- Delegating work for the D and I Education Task Team
- Giving updates on the D and I Education Task Team to D and I Council meetings
- Act as an information resource, provide guidance, and deal with queries as appropriate both to the Council and to employees in their country
- Ensure representation from the local team on D&I-related projects/initiatives/ etc.
- Regularly communicate with the local team, including: Promoting current and upcoming D&I initiatives, and providing feedback to the D&I Council (i.e. forwarding D&I initiatives, newsletters, etc. with personal messages to local teams)
- Holding quarterly update meetings for their local teams with D&I update
- Developing a channel of communication for local teams to provide input and feedback to you to share with D&I Council
Data Assurance Administrator
05.2022 - 05.2024
- Ensure that Foundry's data is accurate and up to date
- Comply with relevant Data Information Legislation
- Verify, clean and append data records
- Liaise with team leaders and the Quality Assurance Manager regularly to identify data-related issues
- Record and maintain contacts activities in the CRM system
- Contribute to projects, process improvements and other duties as required
- Handle inbound calls and email enquiries in a professional manner
- Identify and escalate issues appropriately
Data Assurance Administrator
05.2022 - 05.2024
- Ensure that Foundry's data is accurate and up to date
- Comply with relevant Data Information Legislation
- Verify, clean and append data records
- Liaise with team leaders and the Quality Assurance Manager regularly to identify data-related issues
- Record and maintain contacts activities in the CRM system
- Contribute to projects, process improvements and other duties as required
- Handle inbound calls and email enquiries in a professional manner
- Identify and escalate issues appropriately
Business Development Representative
IDG
10.2021 - 05.2022
- Representing and branding IDG services by making professional outgoing calls to prospective clients, based in the UK and other international markets.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
Business Development Representative
IDG
10.2021 - 05.2022
- Representing and branding IDG services by making professional outgoing calls to prospective clients, based in the UK and other international markets.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
Real Time Analyst
IDG
06.2020 - 05.2021
- Manage the call volume, inactivity levels and program break schedules
- Assist with creation of metrics and targets for services
Real Time Analyst
IDG
06.2020 - 05.2021
- Manage the call volume, inactivity levels and program break schedules
- Assist with creation of metrics and targets for services
Business Development Executive
IDG
02.2019 - 07.2020
- Representing and branding IDG services by making professional outgoing calls to prospective clients, based in the UK and other international markets.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
Business Development Executive
IDG
02.2019 - 07.2020
- Representing and branding IDG services by making professional outgoing calls to prospective clients, based in the UK and other international markets.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
Business Development Executive
IDG
07.2018 - 02.2019
- Representing and branding IDG services by making professional outgoing calls to prospective clients based in the USA.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
- Responsible for completing thorough updates and hand-overs with team members/team leaders and contributing to projects, and process improvements.
Business Development Executive
IDG
07.2018 - 02.2019
- Representing and branding IDG services by making professional outgoing calls to prospective clients based in the USA.
- Involved in the research and the building of the customers interest in the products and services available in IDG.
- Gathering and recording of accurate client details and maintaining and updating the database as new information is gathered.
- Responsible for completing thorough updates and hand-overs with team members/team leaders and contributing to projects, and process improvements.
Games Development Administrator
GAA
01.2015 - 01.2016
- Implement a regular programme of games appropriate to the age and ability of the various playing groups at all levels.
- Introduce coaching and skill development initiatives appropriate to the age and ability of the various playing groups.
- Deliver a programme of courses and workshops appropriate to the requirements of Coaches, Administrators and Referees to fulfil their various functions in a Games Development context.
- Introduce and implement a variety of initiatives to support the development of a sustainable sports system by managing the identification, recruitment and training of key personnel within Clubs, Schools and Counties to effectively develop Gaelic Games in the community.
Games Development Administrator
GAA
01.2015 - 01.2016
- Implement a regular programme of games appropriate to the age and ability of the various playing groups at all levels.
- Introduce coaching and skill development initiatives appropriate to the age and ability of the various playing groups.
- Deliver a programme of courses and workshops appropriate to the requirements of Coaches, Administrators and Referees to fulfil their various functions in a Games Development context.
- Introduce and implement a variety of initiatives to support the development of a sustainable sports system by managing the identification, recruitment and training of key personnel within Clubs, Schools and Counties to effectively develop Gaelic Games in the community.
Siri Quality Assurance Tester
Apple
01.2014 - 01.2015
- Investigating and scoping software bugs.
- Extend linguistic and domain coverage for various test cases.
- Contributing to test automation efforts.
- Interact with localization engineers to ensure accuracy is preserved across language.
- Testing and Localizing software for Ireland, UK, USA, Canada, South Africa, Australia.
Siri Quality Assurance Tester
Apple
01.2014 - 01.2015
- Investigating and scoping software bugs.
- Extend linguistic and domain coverage for various test cases.
- Contributing to test automation efforts.
- Interact with localization engineers to ensure accuracy is preserved across language.
- Testing and Localizing software for Ireland, UK, USA, Canada, South Africa, Australia.
Scheduling Administrator
Gilead Sciences
01.2012 - 01.2014
- Responsible for the prompt resolution of IT software issues referred by clients via the Gilead Helpdesk and supporting 10,000 users Worldwide.
- Ensure issues are responded to and resolved quickly either by providing remote support or escalating to another engineer.
- Scheduling and Assigning calls and tickets to IT Agents, Site Support and specific IT teams.
- Compiling Reports and the end of each shift and sent to Team Leader.
- Ensure all requests are logged and updated correctly on relevant databases.
Scheduling Administrator
Gilead Sciences
01.2012 - 01.2014
- Responsible for the prompt resolution of IT software issues referred by clients via the Gilead Helpdesk and supporting 10,000 users Worldwide.
- Ensure issues are responded to and resolved quickly either by providing remote support or escalating to another engineer.
- Scheduling and Assigning calls and tickets to IT Agents, Site Support and specific IT teams.
- Compiling Reports and the end of each shift and sent to Team Leader.
- Ensure all requests are logged and updated correctly on relevant databases.
Helpdesk Scheduling Administrator
Rehab Group
01.2011 - 01.2012
Helpdesk Scheduling Administrator
Rehab Group
01.2011 - 01.2012
Mortgage Completions Administrator
IFG - International Financial Group
01.2007 - 01.2009
- Providing accurate and timely updates to stakeholders on progress throughout the process.
- Provision of exemplary levels of service to both internal and external customers.
- Administration of case management process from application submission to drawdown.
- Undertake customer and document integrity checks.
- Undertake feedback and follow-up calls.
- Work with credit underwriters to ensure all required documents are received and correct prior to draw down.
- Support customers in submitting lending applications through a designated application Portal.
- Manage risk through ensuring compliance to policy, quality and operational standards.
- Ensure operational and regulatory compliance throughout the process.
Mortgage Completions Administrator
IFG - International Financial Group
01.2007 - 01.2009
- Providing accurate and timely updates to stakeholders on progress throughout the process.
- Provision of exemplary levels of service to both internal and external customers.
- Administration of case management process from application submission to drawdown.
- Undertake customer and document integrity checks.
- Undertake feedback and follow-up calls.
- Work with credit underwriters to ensure all required documents are received and correct prior to draw down.
- Support customers in submitting lending applications through a designated application Portal.
- Manage risk through ensuring compliance to policy, quality and operational standards.
- Ensure operational and regulatory compliance throughout the process.
Customer Service Representative
Ulster Bank
01.2004 - 01.2007
- Working as part of a team assisting the mortgage advisors with their administrative tasks.
- Liaise with clients, lenders and solicitors to smooth the mortgage application process.
- Meeting and greeting clients, answering phones and emails and dealing with initial enquiries from customers.
- Manage the day-to-day office activities; Managing internal email box - managing and directing all inbound correspondence and queries.
- Managing post and deliveries, organising couriers if required.
- Ensuring all systems are kept up to date.
- Taking inventory and ordering/replacing office supplies when necessary.
Customer Service Representative
Ulster Bank
01.2004 - 01.2007
- Working as part of a team assisting the mortgage advisors with their administrative tasks.
- Liaise with clients, lenders and solicitors to smooth the mortgage application process.
- Meeting and greeting clients, answering phones and emails and dealing with initial enquiries from customers.
- Manage the day-to-day office activities; Managing internal email box - managing and directing all inbound correspondence and queries.
- Managing post and deliveries, organising couriers if required.
- Ensuring all systems are kept up to date.
- Taking inventory and ordering/replacing office supplies when necessary.
Education
Diploma - Cyber Security
IBAT College Dublin
12.2024
Diploma - Project Management
IBAT College Dublin
07.2023
QFA - Loans, Life, Regulations
University College Dublin
09.2017
Bachelor of Science - Applied Computing
South East Technological University
09.2001
Skills
- Proficient in CRM systems
- Data organization
- Team coaching
- Quality assurance testing
- Content localization
- Help Desk
- Identify Issues
- Protective Services
- Compliance
- Support services
- Organizational management
- Banking Services
- Mortgage
- Loans
- Risk Management
- Underwriting
- Client case management
- Time Management
- Maintain Compliance
- Administrative Management
- Internet Application
- Information Technology Software
- Technical Support
- Team Lead/Manager
- Business Development
- Sales Prospecting
- Brand Marketing (Branding)
- Member Orientation
- Meeting Minutes
- People Management
- Newsletter
- Channel Management
- Process Improvement
- Telephone Skills
- Administrative Skills
- Team Player
- Email Management/Administration
- Order Supplies
- Resolve Customer Issues
- Customer Relations
- Analysis Skills
- Metrics
- Call Volume
- Campaigns
- Requirements Validation/Verification
- Quality Assurance
- Apple Siri
- Test Automation
- Test Case
- Bug Tracking Software
- Software Localization
- Contact Management
- Quality Management
- Record Keeping
- Data Cleaning
- Games Programming
- Sports
- Sports Officiating
- Recruiting/Staffing/Hiring
- Staff Training
- Systems Maintenance
- Systems Administration/Management
- Sustainability
- Training/Teaching
- International Information Systems Security Certification Consortium (ISC)2
- Apple
- IT and IS knowledge
Certification
- Teaching Techniques: Making Accessible Learning
- ISC2 Candidate
- Waterford Remote Group Chapter
- How to Support Your Employees' Well-Being
- How to Be More Inclusive
Languages
English
Honours And Awards
- Champion IDG Diversity & Inclusion Council - Member of the Education task team
- Ensure representation from the local team on D&I-related projects/initiatives.
- Regularly communicate with the local team, including promoting current and upcoming D&I initiatives.
Personal Information
Title: Delivery Executive
Timeline
Delivery Executive
Foundry
05.2024 - Current
Delivery Executive
Foundry
05.2024 - Current
Data Assurance Administrator
05.2022 - 05.2024
Data Assurance Administrator
05.2022 - 05.2024
Business Development Representative
IDG
10.2021 - 05.2022
Business Development Representative
IDG
10.2021 - 05.2022
Real Time Analyst
IDG
06.2020 - 05.2021
Real Time Analyst
IDG
06.2020 - 05.2021
Member of the Education task team
Champion IDG Diversity & Inclusion Council
01.2020 - 01.2025
Member of the Education task team
Champion IDG Diversity & Inclusion Council
01.2020 - 01.2025
Business Development Executive
IDG
02.2019 - 07.2020
Business Development Executive
IDG
02.2019 - 07.2020
Business Development Executive
IDG
07.2018 - 02.2019
Business Development Executive
IDG
07.2018 - 02.2019
Games Development Administrator
GAA
01.2015 - 01.2016
Games Development Administrator
GAA
01.2015 - 01.2016
Siri Quality Assurance Tester
Apple
01.2014 - 01.2015
Siri Quality Assurance Tester
Apple
01.2014 - 01.2015
Scheduling Administrator
Gilead Sciences
01.2012 - 01.2014
Scheduling Administrator
Gilead Sciences
01.2012 - 01.2014
Helpdesk Scheduling Administrator
Rehab Group
01.2011 - 01.2012
Helpdesk Scheduling Administrator
Rehab Group
01.2011 - 01.2012
Mortgage Completions Administrator
IFG - International Financial Group
01.2007 - 01.2009
Mortgage Completions Administrator
IFG - International Financial Group
01.2007 - 01.2009
Customer Service Representative
Ulster Bank
01.2004 - 01.2007
Customer Service Representative
Ulster Bank
01.2004 - 01.2007
Diploma - Project Management
IBAT College Dublin
QFA - Loans, Life, Regulations
University College Dublin
Diploma - Cyber Security
IBAT College Dublin
Bachelor of Science - Applied Computing
South East Technological University
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