Geoff

Full CV / Resume

Supervision Hub Supervisor – Financial Conduct Authority (FCA), London, UK

March 2018 – July 2019

·        Coaching new staff with their call handling and their work confidence.

·        Evaluating calls to supporting their development with constructive feedback and techniques.

·        Working with other departments to facilitate fast resolutions to issues.

·        Received 96% average positive rating from customers after completed or .

Customer Care Consultant – First Data Global Leasing, Basildon, UK

October 2017 - March 2018

·        Managed and resolved approximay 60 incoming calls daily with 100% pass record.

·        Kept records of customer interactions, processed customer s and filed documents.

·        Collaborated with team to quickly resolve customer complaints with appropriate action.

Barman/Demonstrator – The Craft Drinks Company, Leigh-On-Sea, UK

September 2017 – July 2019

·        Provided one-on-one tutorial service to teach customers how to make requested cocktails.

·        Flexible and sensitive approach to deliver ‘Customized Experience’ for private parties.

·        Maintained a friendly and positive attitude within high pressure events.

 AWARDS AND HONORS

Centre Award Winner – Bright Start, Supervision Excellence, Service Mindset FCA

May 2018, July 2018, September 2018

·        Nominated by fellow employees for consistent operational excellence within the department.

Service Mindset Champion – Financial Conduct Authority (FCA)

June 2018

·        Role-modelled new ways of working to improve customer service to our staff and customers.

Team of the Year Award – First Data Global Leasing

December 2017

·        Voted the best team in the department due to high levels of output in the Basildon dept.

EDUCATION

Bachelor of Science (BSc) with Honours – Geology – University of Southampton

Graduated with Lower Class Honours ()

PROFESSIONAL SKILLS

·        Mastery of Microsoft Windows 10 programs (MS Office, Internet)

·        Excellent communication skills with a focus on team-building and customer relations.

·        Outstanding organizational, multitasking, and problem-solving abilities.

VOLUNTEER EXPERIENCE                                   

Southendian Manor Youth FC- Head Youth Coach -Non-Profit Football Club

May 2012 – Dec 2014

·        Worked as a volunteer Head Youth Coach to teach children Football techniques and skills.

Children Information Service – Child Care Mentoring Organisation

January 2008 - January 2009

·        Volunteered to empower and support under-privileged parents with children at pre-school age.

PROFESSIONAL SUMMARY                                                                                   

Reliable, self-dependent and service-minded professional with over 5 years of experience resolving customer complaints and queries. Strong background in up-skilling new employees, management and relationship-building.

INTERESTS

·        Spent years travelling and working across Australia and New Zealand.

·        FCA Centre 11-a-side Football team player, and support Arsenal FC.

·        Played Badminton to a county level.

LANGUAGE COMPETENCIES

·        English: Native language

·        German: A1 level