Liam Dawson
Whitebrook,Co. Wexford
Summary
Dynamic and results-driven professional with extensive expertise in leadership, team supervision, and customer service excellence. Demonstrates proficiency in staff management, training and development, and employee coaching to foster high-performing teams. Adept at strategic thinking, KPI tracking, and quality control measures to optimise operational efficiency. Skilled in issue resolution, escalated complaint handling, and delivering outstanding customer engagement through effective communication and product knowledge. Strong IT capabilities, including Microsoft Excel proficiency, complement a commitment to time efficiency and decisive decision-making. Career focus includes driving organisational success through innovative solutions and continuous improvement initiatives.
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Intermediate client service representive
Bank Of New York
Wexford, County Wexford
01.2025 - Current
- Provide quality client service and support to internal and external clients, including phone interaction and problem solving
- Process updates to client accounts and company records, handling exceptions as necessary
- Investigate and correct errors in client accounts
- Conduct independent analysis and policy interpretation
- Preform reconciliations, including cash breaks and position differences, while gathering and compiling data
- Serve as the primary point of contact for clients, executing correspondence requisites accurately and timely
- Maintain correspondent accounts in compliance with applicable regulations and policies
- Open and update accounts or company records accurately
- Collaborate with technology and system teams to ensure system efficiency and risk mitigation
- Provide product knowledge and technical assistance as necessary
Client service representative
Bank Of New York
Wexford, County Wexford
05.2023 - 01.2025
- Provide quality client service and support to internal and external clients, including phone interaction and problem solving
- Process updates to client accounts and company records, handling exceptions as necessary
- Investigate and correct errors in client accounts
- Conduct independent analysis and policy interpretation
- Preform reconciliations, including cash breaks and position differences, while gathering and compiling data
- Serve as the primary point of contact for clients, executing correspondence requisites accurately and timely
- Maintain correspondent accounts in compliance with applicable regulations and policies
- Open and update accounts or company records accurately
- Collaborate with technology and system teams to ensure system efficiency and risk mitigation
- Provide product knowledge and technical assistance as necessary
Team Leader
Infosys
Drinagh, Wexford
05.2022 - 02.2025
- Mentor and lead a team of 20 people
- Ensure agents are compliant with systems
- Ensure all policies and procedures are ahead too and all compliance matters are met
- Prepare performance statistical reports for each team member on a daily basis and circulate them to operations and HR managers
- Monitor KPI’s and adherence to code usage
- Ensure agents meet the required targets and help improve on their abilities
- Handling escalations when required
- Motivating the team to achieve the organizational goals
- Assisting all members of the team to reach their full potential and instill them with confidence
Service Agent
Infosys
Drinagh, Wexford
12.2019 - 07.2021
- Skilled Customer Service agent with a demonstrated history of handling a wide range of customer complaints efficiently and providing appropriate resolutions to ensure a high standard of customer satisfaction
- When required, took over from the manager and handled the more difficult customer issues from other team members
- Consistently met required targets set
General Operator
Slaney Foods
Bunclody, Wexford
12.2019 - 07.2021
- Producing meat to fulfil production targets on a daily and weekly basis
- Prepared meat cuts to specific meat and industry specification
- Packing and preparing meant for storage in line with stock rotation, required temperatures and traceability standards regulations
- Ensured work place was kept clean and tidy in accordance to comply with FSAI standards
- Loading deliveries ensuing HACCP procedures were met
Crew Member/Trainer
McDonald’s
Limerick
07.2018 - 04.2019
- Implementing and maintaining food safety in line with HACCP procedures on a daily basis
- Responsible for the stock deliveries arranging in stock arears including refrigeration and freezer units
- Stock Control and keeping the kitchen and store areas clean according to the hygiene health and safety standards complying with FSAI
- Managed and process customer orders
- Cashier operating credit and debit card machines
- Ensuring finished products were packed correctly and effectively
- Training in new crew members to develop skills, learn about teamwork, customer service and build on communication skills
Education
leaving Certificate -
CBS
Limerick 08.2010 - 06.2015
Skills
- Cash management
- Collateralized Debt Obligations (CDO)
- Cash flow management
- Foreign exchange (FX) options
- Collateralized Loan Obligations (CLO)
- Environmental, Social, and Governance (ESG)
- Asset management
- Leadership skills
- Team supervision
- Positive attitude
- Time-management
- Self-motivation
- Staff management
- Decision making
- Customer service excellence
- Knowledge sharing
- Training and Development
- Communication excellence
- Task prioritizing
- Leadership proficiency
- Product knowledge
- Performance monitoring
- Strategic thinking
- Decisive decision-making
- Microsoft Excel
- Employee coaching and mentorship
- Quality control measures
- Employee performance reviews
- KPI tracking
- First-aid certified
- Strong IT
- Escalated complaint handling
Custom
References are available on request.
Timeline
Intermediate client service representive
Bank Of New York
01.2025 - Current
Client service representative
Bank Of New York
05.2023 - 01.2025
Team Leader
Infosys
05.2022 - 02.2025
Service Agent
Infosys
12.2019 - 07.2021
General Operator
Slaney Foods
12.2019 - 07.2021
Crew Member/Trainer
McDonald’s
07.2018 - 04.2019
leaving Certificate -
CBS
08.2010 - 06.2015
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