Mark Buttigieg Email & Phone Number

Malta

- Operational site support, resourcing or scheduling, administration, diary management and handling of confidential information.- Validating accuracy on all access profiles creations/changes/resets for the site on different applications as well as resolving technical faults, equipment movement and changes.- Responsible for ensuring the implementation of operations of purchasing activities, meeting performance level agreements and local delivery of site procurement objectives.-… Show more - Operational site support, resourcing or scheduling, administration, diary management and handling of confidential information.- Validating accuracy on all access profiles creations/changes/resets for the site on different applications as well as resolving technical faults, equipment movement and changes.- Responsible for ensuring the implementation of operations of purchasing activities, meeting performance level agreements and local delivery of site procurement objectives.- Responsible in supporting the Operations function that includes people and stakeholder management, migrations, training and development, Systems, MI / Reporting and Communications.- Maintaining a positive business relationship with multiple stakeholders of the company and work as part of the extended leadership team.- Identifying flaws in processes, taking pride in working out and implementing improved ways to tackle similar issues in future.- Managing and controlling health and safety requirements on site. Show less

Swatar, Malta

- Managing all site off phone activities such as coaching time in line with service management requirements.- Ensuring all databases are accurate and kept up-to-date.- Providing support and guidance on all aspects of service to the site.- Analysing MI and producing effective reports for site management.- Completion of Payroll report each month using complex worksheets and intricate calculations.- Creation of procedures and step by step guidelines aiding in the learning and… Show more - Managing all site off phone activities such as coaching time in line with service management requirements.- Ensuring all databases are accurate and kept up-to-date.- Providing support and guidance on all aspects of service to the site.- Analysing MI and producing effective reports for site management.- Completion of Payroll report each month using complex worksheets and intricate calculations.- Creation of procedures and step by step guidelines aiding in the learning and development of new recruits within the team.- Business Banking SME for site; responsible for providing daily and weekly MI to the business partners including forecasts, data trends, shrinkage and efficiency levels.- Optimization of breaks ensuring continuous customer support while prioritizing colleague's well-being.*Awarded January 2019 and May 2019 Employee of the Month*Awarded June 2019 Employee of the quarter*Completed cross training program into the administration team to help optimize availability and service levels for our customers Show less

Swatar, Malta

- Delivered superior service by having a good knowledge of HSBC’s products, procedures and systems. I did this by keeping myself up to date with any changes by looking at briefing notes and revising procedures when not that busy, this always allowed me to be efficient on my referrals and call take overs.- Assisted other colleagues in complex enquiries and complaints by being fully aware of the elements that drive customer satisfaction, those being; speed, ease, certainty and empathy. I did… Show more - Delivered superior service by having a good knowledge of HSBC’s products, procedures and systems. I did this by keeping myself up to date with any changes by looking at briefing notes and revising procedures when not that busy, this always allowed me to be efficient on my referrals and call take overs.- Assisted other colleagues in complex enquiries and complaints by being fully aware of the elements that drive customer satisfaction, those being; speed, ease, certainty and empathy. I did this by tailoring coaching to each and every individual I had a coaching slot with and even real-time coaching during referral calls by showing agents which procedure or process they should follow.- Assisted team managers by being responsible for providing quality coaching and development to agents across Malta UKCC by conducting hot alerts reviews, promoting coaching and support around adherence to customer satisfaction.- Managed multiple tasks in tight deadlines by being efficient and effective at the same time. Being on Helpdesk Lines while answering referrals on a group chat with colleagues that work at a branch / helpdesk in another site that face difficult / out of ordinary situations. - I was able to adapt and be receptive to multiple changes in such a highly competitive financial institution by sitting down with the TM to discuss changes and what could be done to make the most out of these changes and how these help our every-day role. I approached these conversations with an open and can do mindset.*Accredited Coach *Deputy for Team manager in absence Show less

Swatar, Malta

- Provided superior service to each and every customer efficiently and accurately by following procedures, referring to manager / helpdesk / respective team when necessary.- I met lending/savings targets by considering the customer’s situation by understanding their needs when identifying products or services that would meet their financial requirements to allow HSBC to grow. - Attempted to resolve customer complaints at first point of contact by making sure that I’ve provided every… Show more - Provided superior service to each and every customer efficiently and accurately by following procedures, referring to manager / helpdesk / respective team when necessary.- I met lending/savings targets by considering the customer’s situation by understanding their needs when identifying products or services that would meet their financial requirements to allow HSBC to grow. - Attempted to resolve customer complaints at first point of contact by making sure that I’ve provided every possible option to the customer during a complaint call.- Kept myself up to date with company products and services offered by reading mandatory news and changes information to allow me to speak confidently with customers.- I shared best practice, hints and tips with other colleagues when coming across difficult situations to reduce any delays in service.* Met all agreed service and quality level targets* Awarded Fraud Prevention awards for detecting Fraud on customers' accounts* By maximizing customer needs based conversations I was the top performer on team and department for several months in a row. Show less