• Handle complex client queries and escalations, respond to clients, and work to resolve in a timely manner, including Mailbox management & calls• Production of MI, KPIs, KRIs, and detailed reports analysis• Review of daily controls reports, transfers breaks & static data requests• Co-ordinate and deal with an audit requests• Project execution: SWIFT methods testing, design of process maps, business process automation • Steps in & deputies for Stock Team Lead during the absence

• Receipt and deposit of stock into Crest & Euroclear Bank• Winner of Passion for Excellence Award 2021 Dublin /deliver high-quality service to clients/• Processing & control of bad deposits/stock rejections• Communication with clients/brokers • Investigate and resolve unsettled trades, break analysis• Responsible for reconciliations and settlements of client accounts• Outstanding Sales reports Review and Purchased report Review

• Led the Approval & Sales team (30 FTE)• Prepared, analyzed, and reported data regarding team performance • Responsible for customer lifecycle management (outbound calls, sales,customer retention)• Reviewed credit assessments for loan applications• The implementation of operational KPIs (sales volume, client retention, and customer satisfaction)

• The first Customer Service Agent (answer many different inquiries through the online queue, best-in-class customer support via channels such as Social Media, email, phone, chat, and cold calls)• Created communication strategy and content (Social Media, on-linechat, mailing, infoline)• Defined methodology, communication manuals, and customerprocesses

• Processed invoices and their correct classification• Assisted with monthly payment and invoices matching (SAP-ISU)• Managed photovoltatic contracts• Created financial statements (SAP IS-U) and FVE billing

Customer Relations

Telemarketing (projects T-mobile, Bohemia Energy, etc.)