Michael Gomes Email & Phone Number

Newcastle Upon Tyne, Gb

Newcastle-Upon-Tyne, England, United Kingdom

Sunderland, England, United Kingdom

- Compose and architect content for both internal and external educational platforms, ensuring consistency and alignment with company standards.- Oversee the creation and curation of high-calibre videos and graphical elements, aiming to augment user engagement and comprehension.- Furnish technical assistance pertaining to video production and graphic design, ensuring optimal output quality.- Proactively devise pertinent digital content for colleagues, ensuring it aligns with the dynamic nature of the digital environment.- Liaise with internal departments to promote digital literacy, aiming to bolster digital tool utilization and refine client interactions.- Manage an educational platform dedicated to equipping colleagues with comprehensive knowledge about digital innovations and best practices.- Commit to making the educational journey user-friendly, using varied mediums like quizzes, games, and interactive modules, thereby enhancing the overall learning experience for peers.

Sunderland, England, United Kingdom

- Managed complaint inbox to achieve effective resolution within regulatory parameters.- Analysed complaints to determine the need for further investigation and preventive measures.- Identified root causes for complaint types and developed prevention strategies.- Led Buzz sessions to educate colleagues on complaint handling and redress.- Collaborated with departments to achieve customer-centric complaint resolution.- Provided coaching and feedback to meet quality assurance requirements.- Promoted digital adoption to reduce transaction-based complaints.

Sunderland, England, United Kingdom

- Provided guidance and mentorship to team members to support their professional growth.- Managed team schedules, ensuring adequate coverage and efficient workload distribution.- Conducted regular team meetings to communicate goals, expectations, and performance metrics. - Addressed team members' concerns and issues, fostering a positive and collaborative work environment.- Monitored and reported on team performance, identifying areas for improvement and implementing corrective actions as needed.

Sunderland, United Kingdom

- Complaint handling and investigation.- Analysed complaints to identify trends and root causes.- Conduct knowledge sharing sessions to educate colleagues on complaint processes and redress methods.- Collaborated with departments to achieve effective complaint resolution.- Drawing up of complaint content material to help colleagues understand processes.

Sunderland, United Kingdom

Provided inbound customer care.- Opened savings accounts.- Initiated conversations about products tailored to customers' digital needs.- Raised fraud awareness and assisted fraud victims by implementing necessary measures.- Led knowledge sharing sessions to share best practices with colleagues.

Sunderland, England, United Kingdom

- Conducted outbound sales of BT products.- Managed outbound sales, including new line and broadband product setups.- Handled inbound retentions and contingency inquiries.- Provided inbound customer care.- Offered solutions through inbound sales efforts.

Sasolburg, Free State, South Africa

- Oversaw the quality of manufactured workshop jobs.- Identified and verified metal and material types.- Developed quality control plans for all shop floor jobs.- Created checkpoints to enhance quality on specific projects.- Assisted welders and established welder specifications.- Produced Procedure Qualification records for all jobs.- Ensured adherence to specifications for manufactured parts.

Johannesburg Metropolitan Area

- Maintained over 250 ATMs in my area of work to ensure optimal uptime.- Conducted on-call repairs for ATMs, swiftly resolving technical issues.- Executed monthly preventative maintenance procedures for all machines.- Loaded and managed software for consistent operational performance.- Collaborated with the call centre to identify and address faulty parts, replacing them as necessary.- Coordinated signage rollouts to enhance ATM visibility and accessibility.- Provided comprehensive training to colleagues joining the business through classroom sessions and on-the-job training, utilising lesson plans I developed.

City Of Johannesburg, Gauteng, South Africa

- Conducted PC repairs, software loading, and troubleshooting.- Performed advanced troubleshooting as a senior technician, including call-outs.- Built new PCs and provided software training to clients.- Managed the sales of new PCs and addressed customer software needs.