Luke Francis Email & Phone Number

London, Uinted Kingdom

Abacus Group acquired Tribeca Technology in June 2024.Abacus specialise in providing Cloud, Compliance, Cyber security & IT-as-a-Service offerings built specifically for the financial services industry. Whilst providing these critical services we make sure to maintain a keen focus on Partnership.

Tribeca Technology Group is a specialist IT support provider for the Alternative Investment community; we have experienced engineers who know the systems used and understand the needs involved. We offer a professional, efficient service which relieves the burden of IT, thus enabling our clients to fully focus on their investment portfolio and enable growth.Tribeca now supports a wide variety of financial clients in over 35 countries and monitors their infrastructures 24/7 with over 11,000 monitor sensors connected. We operate from offices in London, New York, Hong Kong and Dublin.Our team offers over 50 years of experience in providing high performance IT Support to the Financial Sector.We have a clear understanding of the challenges the financial industry face with changes such as PRIIPs and MiFID II. We are vendor agnostic and constantly review the ever-changing cyber security landscape in order to ensure that our clients have access to the correct technology as part of their Cyber Security Programme safeguarding against any potential data breaches.Tribeca ensures that its clients receive the high quality service they deserve, and focuses on retaining the personalised customer service levels that they would get from an in-house IT department.Above all, our aim is to deliver an excellent service that offers value for money to our clients.

Maidstone

Parenta produces and supports bespoke nursery management software that assists with business administration. Customer Service Team Leader• On-Site software trainer at clients premises• Implementing processes and procedures to improve customer experience. • Retention of existing clients.• Training of internal staff. • Monitoring of staff key performance indicators.• Resolution of customer complaints and threats to cancel.• Review of customer feedback surveys.• Innovation of new ways to grow customer base. • Developing a new sign off process for software system development.• Introduction of monthly incentives including ‘Customer Service Top Performer’

• Resolution of customer disputes, ranging from fraud to balance disputes.• Investigating cases of fraud to try and determine the truth and have evidence to support this. • Informing customers on the progress of their dispute even if no progress had been made.• Ensuring that I and the team adhere to all Compliance and Data Protection procedures.• Analyse the teams work load and try to forecast what may be coming up to manage this in an efficient way to ensure that all targets were met by delegating effectively. Debt Counselling• Liaising with Debt Counsellors for information via telephone, email, letters and spreadsheets.• Working relevant Queues to help maintain Service Level Agreements.• Working post through Documentum Manager.• Working through exceptions on the extranet and SFTP website.• Prioritising and working through emails.• Negotiating payments and settlements with Debt Counsellors and the Underwriting team.• Chasing payments.• Issuing refunds where necessary.• Team Leader for a team of 12, manning the phones for Children in Need, dealing with any issues and reporting these back to the managers as well as having to make sure breaks where covered and the team was happy as after all they had volunteered their time.

• Booking appointments and producing 3 separate appointment packs• Creating Mail merge spreadsheets and letters• Liaising with brokers, solicitors, other IFAs and numerous providers - building good solid rapport over the phone.• Maintaining databases and spreadsheets• Managing Client’s policies• Fund switches• Using platforms (such as Cofunds and Elevate – which I have been fully trained on)• Policy replacement/cancellations• Transferring Agencies• IT champion for two Bluefin offices, responsibilities:o 1st line IT support o Responsible for IT security (password changing)o Setting up printers, locally and on our networko Maintaining servero Delivering and picking up of laptops; formatting laptops; de-fragmenting laptopso Weekly conference calls to discuss any issues with all offices• As well as the responsibilities in my previous role (see below)• Responsible for Bluefin’s individual PMI policy and single handily administrated all of the renewals and any queries that came in. This covered in excess of 200 clients (covering 3 advisers) and involved forwarding any necessary communication to clients and other Bluefin offices.

Itil Foundation Certificate, Information Technology, Pass

Level 5 Business Support, Business Administration And Management, General, Pass

Prince 2 - Foundation, Project Management, Pass

Education record

Education record