Mateusz Bogusz
Waterford,Ireland
Summary
A customer service and Learning & Development professional with 2.5 years’ experience supporting the design, coordination, delivery and evaluation of technical training programmes within a high-volume operational environment. Experienced in competency assessment, performance calibration, training logistics, stakeholder reporting and process improvement. Strong analytical capability with advanced Excel reporting skills and Train the Trainer certification. Recognised for supporting international training rollouts and mentoring new training staff.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work history
Advisor / Training, Quality, Performance Coach
Abtran
Waterford, Ireland
2023.10 - Current
- Maintained detailed Excel-based training records including attendance, assessment outcomes and performance tracking.
- Analysed agent's strengths and weaknesses for targeted coaching interventions.
- Coordinated daily training logistics including attendance tracking, punctuality monitoring and learner engagement management.
- Issued end-of-day progress reports to operational and training management outlining performance trends, engagement levels and risk areas.
- Conducted formal call accreditations and competency assessments; documented scoring outcomes in structured Excel trackers shared with senior stakeholders.
- Prepared structured data sets and case simulations in advance of training sessions to support practical system-based learning
- Supported ongoing performance monitoring through live listening sessions and real-time coaching interventions.
- Delivered technical onboarding training and provided floor support for new hire agents.
Counter Assistant
Jump Juice Bar
Waterford, Ireland
2023.05 - 2023.09
- Upheld hygiene standards in food preparation areas for safe consumption by customers.
- Maintained a positive attitude whilst interacting with customers, fostering a friendly shop environment.
- Prepared food items as per orders, maintaining taste consistency and quality standards.
Intern
Walton Institute (SETU)
Waterford, Ireland
2022.01 - 2022.07
- Helped with the implementation of a new CRIS (Current research information system), including contacting the clients to update their profiles.
- Updated and keeping the client's profiles up to date.
- Liaised with the IT department to create a new information page on the University's website.
Blower / Filler Operator
Glenpatrick Spring Water Company Limited
Clonmel, County Tipperary
2019.04 - 2022.04
- Ensured all raw materials are correct according to the specification page.
- Ensured the Co2 level is correct in each bottle.
- Helped other operators with their machines.
Education
Bachelor of Business Arts (Honours) - Management Stream
South East Technological University
Waterford 2019.09 - 2023.05
NVQ Level 5 -
Rockwell College
Cashel 2016.09 - 2019.06
C.B.S High School
Clonmel, County Tipperary 2013.09 - 2016.06
Skills
- Learning & Development Support
- Technical Training Delivery
- Training Coordination & Reporting
- Competency Assessment & Call Accreditation
- Performance Coaching & 1:1 Feedback
- Excel Reporting & Data Tracking
- Stakeholder Communication
- Process Improvement
- CRM Systems Training
Languages
English
Native
Polish
Native
Affiliations
- Reading
- Fitness
- Music
References
Abtran Manager – Mr Adam Forsey
Contact number: 0894736180
Research Support Unit Project Manager (Walton Institute) – Mrs. Susie Cullinane
Contact number: 0861239418
Timeline
Advisor / Training, Quality, Performance Coach
Abtran
2023.10 - Current
Counter Assistant
Jump Juice Bar
2023.05 - 2023.09
Intern
Walton Institute (SETU)
2022.01 - 2022.07
Bachelor of Business Arts (Honours) - Management Stream
South East Technological University
2019.09 - 2023.05
Blower / Filler Operator
Glenpatrick Spring Water Company Limited
2019.04 - 2022.04
NVQ Level 5 -
Rockwell College
2016.09 - 2019.06
C.B.S High School
2013.09 - 2016.06