Jade Monaghan Email & Phone Number

Leeds, United Kingdom

In my current role I am responsible for a team of up to 20 telephony agents. I work to keep the team engaged and coach them on a daily basis whether that is sports coaching, spot coaching or running rounds and clinics with a specific focus. I passed my sports coaching accreditation in March 2016. I support my team to be the best that they can be with their customers and help them to have proactive conversations and help to identify customer’s needs on calls whether this be proactively or with the use of prompts. In this role I also take responsibility for daily admin tasks including managing absences, holidays and daily huddles sessions. I also analyse data from a range of different sources and systems so that I can focus my team’s efforts on turning weaknesses into strengths and increasing the availability of my team. I run huddle sessions in order to facilitate a culture of engagement and continuous improvement within my team.I am responsible for ensuring all risk practices are carried out correctly and to ensure we are adhering to regulatory standards – GDPR, PSD2 etc. I will also collaborate and engage a wide variety of key stakeholders to influence change and helping to deliver the best customer service possible across all channels.I will also manage any performance or behaviour issues in the form of documented discussions, performance support plans and disciplinary meetings.

Leeds, United Kingdom

In this role I was responsible for the coaching and training of 20 WebChat and Telephony agents. I would hold sports coaching sessions on a daily basis to ensure that they are clear, capable and motivated to help our customers and help RBS reach its goal for 2020. I did this through a range of techniques including side by side coaching, remote coaching, feedback sessions and skill building sessions. I would also help my Team Leader with the daily admin tasks like sending out daily teams stats and having discussions with the team to ensure that they understood where they were at with their objectives. I would also manage absences and be in contact with HR when needed whether for absence or any behavioural issues. I also ran focussed training days including Delivering an Extraordinary Service and Sales Experience days and facilitating Relationship Manger training, using my expertise to train the agents in the more technical queries and ensuring that they are ready to complete their great first year.

Leeds, United Kingdom

This role was a webchat based role. I talk to multiple customers and members of staff over the Internet and helping them with a variety of queries. These can include personal, private and business customers from across the RBS group. Examples of the queries that I deal with on a daily basis are balances of accounts, transfers onshore and internationally, help with registering and navigating around the online banking website and mobile app as well as wide range of other enquiries. We use a wide variety of systems to help with the customer’s daily needs.I have become involved with the developing of new members of staff and running a training academy. For this I assist new members of staff and teach them how to use the different systems and processes. I am also responsible for coaching them and developing areas which require further attention to ensure they meet the minimum office standards.

Leeds, United Kingdom

I started at a branch in Fleet, Hampshire on a 6-week contract, I then moved onto work at Cobham, Surrey where I stayed until January 2013. Here I excelled in my role and became a full time, permanent member of staff. My role in branch at NatWest involved me handling money and serving customers serving both personal and business customers dealing with their various banking needs. This included, but not limited to paying in and withdrawing from accounts, transfers between customer own accounts and to other accounts UK and worldwide and statement requests. I also ensured that customers were getting the best out of their bank accounts and identify any needs that could be met and book this into an advisors diary. On a daily basis I would also educate customers about the other ways of banking, e.g. online, mobile, telephone etc. Whilst at branch I completed a Personal Banker course that allowed me to also open new products for customers.

Fleet, Hampshire

During my time at JD Wetherspoon I worked behind the bar taking food and drink orders for customers. I would need to ensure that the highest standards of CQSMA (Cleanliness, Quality, Service, Maintenance, and Atmosphere) are achieved and provide excellent customer service by keeping up-to-date with current promotions and new products. As bar staff i would also maintain the cleanliness of the bar, front of house, beer gardens and toilets. As this was a second job that I had my shifts would work around my branch working day at NatWest, this would mean that my shifts would change on a daily basis. I was happy to work as many hours as needed and would work a shift with just a few hours notice if needed.

Hull, United Kingdom

I had a variety of roles when working at Primark. These duties incorporate dealing with customers including enquiries and complaints, cash handling, stock control and display. I was responsible for all the money that was required in the store and would ensure this was all accounted for and all tills were balanced. I would enter all data onto spread sheets. I would run the morning meetings, organise members of staff holiday hours and arrange meetings for other managers in our store.

Professional Bankers Certificate, Banking And Financial Support Services

Bachelor Of Science (Bsc), Psychology, 2:2