David Ruggier Email & Phone Number

Cardiff, Wales, United Kingdom

Edinburgh City, Scotland, United Kingdom

Liaising with, and investigating Financial Ombudsman Service (FOS) complaints, to efficiently deliver fair and impartial outcomes for the customer, and the business. Progressed from original role as Complaint Manager.● Utilising in depth knowledge of Life, Pensions and Investment Products to compile thorough investigations into customer complaints, raised with the FOS.● Corresponding daily with the Financial Ombudsman, Financial Ombudsman Investigators and internal departments to achieve a mutually beneficial outcome for all parties. ● Managing my own workload independently. Working at pace under pressure to gather evidence, evaluate and provide a clear rationale for my decision. ● Building and maintaining relationships with internal and external stakeholders.● Adhering to service level agreements.● Understanding and complying with the regulatory requirements around complex banking products.● Proficient use of Microsoft Office (Excel, Word, Powerpoint, OneNote)

Edinburgh City, Scotland, United Kingdom

A fast-paced role answering inbound calls, emails and letters from clients to provide investment information and assistance to our wide client base.- Aiding in account administration- updating regular payments, personal details and other account specific information.- Embracing extra responsibility- becoming the Postal Correspondence Lead for the Investment Helpdesk. Became a specialist in online support and savings accounts, which required extra training.- Placing specific investment instructions for clients over the phone.- Complying with industry regulation, laws and reporting to ensure proper working practices.- Explaining complex rules and processes to clients in simple terms.- Resolving client issues and complaints as necessary for them to be satisfied.- Cooperating with other departments to achieve a mutual goal (often multiple departments in a single call).- Completed, assessed, role specific training. In which I quickly retained and applied new information.

Bristol, England, United Kingdom

To receive and prioritise urgent and routine calls, containing sensitive information, from other emergency services, hospitals, General Practitioners, and other healthcare professionals. - Communicate effectively with Emergency Medical Dispatchers to deliver an appropriate ambulance response, to live time sensitive calls, in an efficient manner.- Undertake general clerical duties including documentation of telephone calls.- Operate telephone equipment specific to the role, fax, radio and other communications equipment as required and in accordance with Trust Service Orders and procedures.- Prudently liaising with other professionals to achieve a mutual goal. - Independently handle and process patient information, location and other details regarding the collection and transfer of said patients.

Bristol, England, United Kingdom

Working as a front-of-house team member in a fast-paced, busy restaurant. - Manage and respond to customer feedback, complaints and enquiries, and other customer requests to ensure the best service is delivered.- Responsibility for financial tasks, such as taking payments and cashing up at the end of each day. - Organise bookings and manage seating plans, find solutions to maximise turnover, whilst maintaining standards and customer experience. Ensure systems for taking bookings are updated.- Time management skills by prioritising tasks.

Stroud, England, United Kingdom

Independently managed a team of 6 servers ensuring high standards of customer service and cleanliness were met. - Created deep clean rota on a monthly cycle prioritising most at risk areas.- Implemented first aid stations and procedures.- Promoted shop products, implemented special offers and utilised company social media.- Cashed up at the end of each shift logging whether the till was over or under.- Dealt with customer questions and complaints and resolved any issues effectively.- Delegated tasks as appropriate during service, preparation and close down.- Created innovative recipe ideas for new products and events.

Responsible for leading a large team for day/evening service, ensuring customer needs were met and service was delivered to the highest standard.- Developed a fixed rota system to ensure staffing levels were appropriate, but that costs were kept to a minimum.- Took responsibility for stock processes, including building relationships with suppliers, designing the wine menu, ordering and rotating stock, and ensuring margins were kept small. - Organised events and parties for 50+ people (wedding receptions/business conferences/Christmas parties) including communicating professionally with customers to ensure their catering needs were met.- Cashed up and banked the weekly takings. This was an important responsibility as I was trusted with the week’s takings and logging/calculating whether the till was over or under.- Responsible for hiring staff and subsequently implemented staff training programs (including cocktail and barista training, customer service, health and safety, fire safety and general training) that I designed.- Liaised with the director of Cotswold Delights to appear in their 2018 publication and ran all company related social media (Facebook and Instagram).

Gcse, 11 A-C (Including English & Maths)

Education record