Ciaran Clarke Email & Phone Number

Hove, England, United Kingdom

Hove, England, United Kingdom

Hove

Website, Marketing and Operations Director. (Inc Customer Services and Logistics)

Brighton, United Kingdom

Managing all aspects of multiple ecommerce retail websites including Digital Marketing (Social media, PPC, SEO), Content and functionality.

Brighton, United Kingdom

Managing the direct client side of Ethical Marketing Service. Focusing on providing existing client's superior service.and building the company portfolio with new clients. Promoting Brand development, web site traffic growth and advertising revenue. Setting up and managing online marketing campaigns in Google Adwords, Bing Ads, Facebook Ad Manager.

Brighton, United Kingdom

• International Currency Card had $2 billion of billed business in 2014 from approx 28’000 accounts. My team provided a world-class service and relationship management to high-net individuals and partner banks, while.
• Team Leader for team of 23 FTE’s. Specific responsibility for new-hire’s on-boarding and ensuring trained to required standards, while maintaining the performance of longer tenured reps.
• Focus on Driving Results in all metrics.
• Responsible for all new-hire system access.
• Focus on process improvements and efficiency driving.
• 100% Annual Employee Survey Results.

Brighton, United Kingdom

• Team ensured tight risk and compliance guidelines met to ensure quick processing of new applications in very demanding and unique environment.
• Leader of team of 23 FTE’s.
• Restructured team strategy to maximise efficiency, reduce application timeliness and offer superior customer service to business critical relationships.
• Created first High Value scheme in ICC.
• Reduced complaints through process improvement.
• 100% Annual Employee Survey Results.

Brighton, United Kingdom

• Processing customer claims and identifying and managing potential first party claims
• Seconded Team Leader March 2010 to June 2010.
• April 2009: Graduated on Future Leader Programme with distinction
• Analysing Fraud claims with focus on first contact resolution.
• Investigation of first party fraud claims undertaking risk analysis whilst ensuring compliance to local regulations.
• Developed expert levels in Fraud prevention and analysis, including use of SQL

Brighton, United Kingdom

• Pioneer department in the industry to assist in Customer and Merchant disputes.
• Customer facing role resolving customer disputes.
• Owned all legal requests for UK Customer base and liaised with General Counsel on a regular basis to ensure Amex compliance to regulatory requirements.
• Handled customer escalations with focus on resolving issues effectively and exceeding customer expectations.
• Developed and delivered new hire training and ongoing refresher classes for existing staff.
• Tracked ongoing key team performance indicators including call centre service levels, worked with colleagues to bridge performance gaps.

Brighton, United Kingdom

• Customer-facing role resolving customer enquiries and incorporating product cross-sell.
• Customer-facing role resolving customer enquiries and product cross-sell.
• Consistently exceeded sales targets.
• Developed to undertake new hire sales training and provide on the job support.
• Took ownership of the team during in TL absence, and all aspects of driving team performance to meet call service levels and sales targets.

Education record

Activities and Societies: A-levels

High School