Mark Warnes Email & Phone Number

Liverpool, Gb

Wavertree

During my time at Barclays I acted as a project operations handler within an internal ISA project on a secondment basis. This includes managing and maintaining KPI’s in-line with the business needs, trialing and implementing infrastructural changes within the complaints processes to help negate the figure of customers needing a review by the Financial Ombudsmen service.My previous BAU role as a Specialist Complaints Handler at Barclays has given me experience within process heavy complaint subjects such as: ISA’s, dormancy, payment service directive and aged cases, providing a fair outcome for the customer and bank. Within my role I have liaised with senior management as part of the ISA enabler taskforce to correct processes in order to meet the demand of business. This role involves investigating cases, providing all information required to allow agency colleagues to call the customer and efficiently deliver the outcome. All the above has enabled me to gain the following experience and system knowledge: • Decision making and problem solving• Inbound and outbound telephony experience• Working in a regulatory environment• Fact finding and documenting evidence• Written communications both internal and external• Pick up regulatory tasks• Complaints management software’s (Fullserve, ResolveIT, Triumph)• Wide knowledge of Microsoft programmes• AWS telephony system & VERINT Call Listening Software.Additional roles include: supporting team members with queries, reviewing written correspondence, providing experience, knowledge of digital systems and solutions and supporting Team Leader with daily figures and spreadsheets to ensure regulatory tasks are met.

United States

Promotion to Assistant Manager Role (Shift Leader). This role includes but not limited to:- Competent in Aztec Management system.- Manage matters regarding personnel.- Deal with external vendors such a contractors.- Diversity Champion of Pub

Promotion to supervisor role (team leader).- Supervise personnel daily, ensuring all staff are looked after.- Take in deliveries from external vendors.- Manage and update stocks.- Advise and train new employees to the companies standards. - Deal with customer complaints, completing voids/refunds when necessary.- Daily completion of back of house cleaning areas including cellar management.

Liverpool, England, United Kingdom

My role within JD Wetherspoons at present is as a Barman, dealing within a time sensitive environment I believe I exhibit organisational skills that accelerate the service whilst still ensuring a personal imprint is left with every individual I serve. Quite regularly my calming persona helps me deal with potential volatile situations and prevent unwanted conflict between customers and staff members, creating a better environment for prospective customers. Working within an environment that is licensed to sell alcohol has given me a perspective into the legalities and understanding required to become a Personal License Holder.

Broadstairs, England, United Kingdom

At Botany Bay my main roles were consumer based, including food running for all areas of the public house and waitering in the restaurant. Providing all facets of a waitering service such as adaptability, meeting consumer-based needs on a daily basis and ability to work fluently under pressure. My immersive communication between myself, management and customers allowed me to progress into the waitering role sooner than expected.

Canterbury, England, United Kingdom

Within my production arts course I successfully completed the role of production manager for “Oliver”. This role included a diverse range of tasks skills/tasks that I effectively completed such as dealing with external vendors regarding set hire, managing a double figure budget from start to finish, reviewing health and safety elements needed to proceed with the production and delegating jobs between a team to individuals’ natural strengths. I believe that with my strong administrative planning skills developed throughout the process of “Oliver” and has made me a likely candidate for production management roles within the future.

Margate, England, United Kingdom

My role within the business involves housekeeping for the B&B, general cleaning of the Pub, Kitchen Assistant (Mainly food prep) and waitering for the Sunday Roast Dinners. With all tasks, came targets reach higher customer standards to which I delivered. Within my waitering role we used to serve around 130-180 two course meals with one assisting colleague between the hours of 12-5. My role at the Britannia has given me diverse experience into the different fields of hospitality and how they can be brought together throughout the use of events.

Project & Events Management, Production Planning, First Class Honours

A Level & Btec

My A-Level Results Attained in August 2019 • Production Arts – D*, D* (Equivalent to A*, A*) • Criminology – C

Gcse'S

My GCSE’s results attained in July 2018: • English Literature – 4 (Equivalent to a C) English Language - 4 (Equivalent to a C) • Maths – 5.