Daniel Grau Suarez Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Glasgow, Scotland, United Kingdom

Edinburgh, United Kingdom

Working as part of a larger team of 10 people, I manage my own workload to consistently achieve weekly targets. Cases can relate to a variety of complaints raised by RBS customers, which are escalated to the Ombudsman Service. Consistently ensuring all cases are independently and impartially reviewed to achieve the right outcome for our customers. Examining facts and carrying out a thorough investigation prior to written case submission to the Financial Ombudsman Services. This involves analysing large amounts of data and information while identifying the salient points. Daily liaison with Financial Ombudsman Services adjudicators and key internal stakeholders to achieve fair resolution to all bank related complaints. Maintaining a high level of accuracy with information provided to the Financial Ombudsman through multiple reviews and quality assurance prior to submission. Helping to train new colleagues and share knowledge relating to regulatory or internal changes during weekly meetings. Constantly Receive 100% from Quality Assurance checks on my cases. Team expert in packaged bank account and online banking fraud claims.

Responsible for detecting, preventing and resolving any problems resulting from fraudulent activity on transactions made through online and telephone banking services as well as debit and credit cards. Daily engagement with customers to ensure they are provided with the relevant and appropriate information. Stakeholder Engagement with various operational areas across the organisation. Identification, analysis and resolution of customer cases and customer complaints. Challenging available information and escalating to relevant departments. Training and developing colleagues to develop knowledge and understanding of operational procedures. Identifying new fraud trends and reporting them to back line management. Reviewing current operating procedures to ensure they are leaned and fit for purpose to enhance customer experience

Teaching English as a foreign language with a leading private language academy just outside of Barcelona. I was one of fifteen teachers giving English lessons to both children and adults, at beginner, intermediate and advanced levels. Additionally, as one of the more experienced teachers I was given in-company classes to deliver to several organisations. Responsibilities included the design and delivery of all my lessons, assisting new teachers with their lesson planning and covering additional classes when required.

Barcelona Area, Spain

Sales Representative specializing in the distribution of language books to over 300 schools in Barcelona. Responsible for the presentation of a vast catalogue of textbooks for existing customers, primarily public and private schools. Introduction of new products whilst consistently meeting monthly sales targets and gaining new customers. Building rapport with representatives of new schools in order to understand their requirements to best service their needs

Throughout my time at Televen my roles included News Writer, Camera Operator, Video Editor and Field Producer. I was promoted to Studio Producer for the prime time news programme. My responsibilities included management of a team of eight editors, supervision of editing within the team and quality control.

Msc, Production Of Film And Television

Undergraduate Degree, Communication And Media Studies

High School Diploma