Andrew Gouveia Email & Phone Number

Hobby/Passionhttps://www.facebook.com/AGPhotographyJEhttps://x.com/agphotographyjehttps://instagram.com/agphotographyje

St. Helier, Jersey

Volunteer Role

St. Helier, Jersey

St. Helier, Jersey

• Supporting the Pooled Supervision team to supervise regulated financial services businesses across various industry sectors.
• Supporting the team to deliver its on-site examination programme, including assisting with planning visits, attending interviews with regulated businesses, and conducting file and document reviews.
• Working with the team to improve industry standards, sharing good practices and helping with drafting guidance for regulated businesses.
• Using the JFSC’s risk model to identify changes in the levels of risk of regulated businesses and demonstrate appropriate follow-up action.
• Ensuring data is accurately captured and can be used to demonstrate the JFSC’s effectiveness.
• Assisting with team planning by preparing agendas and reports.

St. Helier, Jersey

• Volunteer role involving my hobby/passion
• Head of Video/Stream Production: Producer of video/live stream of events hosted by Esports.je. Co-ordinated the running of the stream, ensuring the best possible viewer experience. (www.twitch.tv/esportsje)
• Graphics designer: Designed on-screen graphics using Adobe Photoshop.
• Caster/Host: Casted competitive matches on video games including FIFA, Rocket League, Street Fighter V and Counter Strike: Global Offensive. Also hosted interviews with players/fans.
• Game observer: Observed in a number of competitive matches, across multiple video games, ensuring that none of the action is missed.Events Co-ordinated:
• Esports.je Winter Finals 2016

St. Helier, Jersey

• Being the primary contact with individuals who have undergone a test for COVID-19, or who have been in proximity to someone who has received a positive test result, to provide information to them about their next steps.
• Answering all queries about the tracking and tracing process and escalating to tier 1 or team leader as required.
• Maintaining accurate data and updating manual and computerised systems, to reflect customer contact, advice given and decisions made, to ensure an audit trail, good customer service and full compliance with policy.
• Ensuring that non-compliant activity identified during the normal course of work is escalated and flagged to a tier one or team leader in order to ensure that policy and regulations are enforced.
• Ensuring all work undertaken complies with SLAs, objectives and relevant legislation, in order to achieve a consistent customer experience across the department.
• Proactively dealing with all customer feedback including complaints, according to agreed standards, escalating as necessary to tier 1 or team leader, to ensure a robust and consistent approach and to maintain public.

St Helier, Jersey Channel Islands, United Kingdom

• First point of contact for JT Jersey and Guernsey customers
• Resolving mobile enquiries using telecom software and hardware troubleshooting for customers.
• Addressing concerns over billing and coming to a fair outcome for both customer and business.
• Ensuring that customers are on the right plan for them by asking open and closed questions to establish needs. Also setting expectations on the services customers are due to receive.
• Coaching and educating customers on new technology and terminology with the Telecoms industry, both hardware and software.
• Resolving complaints in an efficient manner, whilst ensuring that all customers are treated fairly and are happy with the outcome.

St. Helier, Jersey

• Interacting with customers as they return faulty and unwanted products.
• Updating customers regularly with progress reports.
• Dealing with first line customer complaints and escalating more serious complaints
• Ensuring high levels of customer satisfaction through excellent customer service
• Testing products for faults

St. Helier, Jersey

• First point of contact for local and international clients
• Providing a high quality customer service so that clients see Barclays as their ‘Go to bank’. This has led me to become one of the few members of staff that is accredited in the conversation framework.
• Within the Essential banking team, I also assist with client correspondence through emails, secure messages and letters.
• Extensive knowledge with Barclays policy and procedures, thus becoming a point of reference for other members of staff.

St. Helier, Jersey

• Assisting customers with queries and sales on technology & home appliances during a very busy Christmas period.
• Completing the finance process for customers to purchase items including affordability checks.
• Ensuring that the items clients are looking at fit their needs and requirements

St. Helier, Jersey

• Obtaining and updating customer due diligence for remediation purposes, in line with JFSC regulations.
• Liaising with Premier Clients in order to provide a high level of customer service, and focal point for any queries during the remediation process.
• Ensuring that obtained information meets JFSC/HSBC AML & Compliance standards.
• Communicating with key stakeholders around the business to ensure the remediation process is seamless, and that the client is informed at all stages.

St. Helier, Jersey

• Being the main contact point of Premier Customers for all banking related queries – this ranges from general banking (e.g. deposits/savings accounts) to more complex products (International mortgages, foreign exchange.
• Gaining a truly in depth understanding of my clients through Service Reviews, and understanding their short & long term goals, and conducting financial planning to meet these targets.
• During such a busy and varied role, time management was critical to delivering a high level of customer service to my clients, and adhering to AML & Compliance Regulations
• Monitoring my Sales Pipeline closely to ensure that referrals are kept ‘warm’, and adding a personal touch to any referrals I make, to ensure consistency. This was especially prudent for client interaction mostly over.
• Conducting yearly reviews for high risk clients, ensuring that enhanced due diligence is held – minimising risk to HSBC.

St. Helier, Jersey

• First point of contact for Premier HSBC International Clients
• Resolving complex customer queries received through a variety of channels, including telephone, email, letter & KANA
• Providing a quality customer service
• Extensive knowledge in HSBC Policy and procedures
• Proactively pushed for changes in policy and procedures for a better customer journey
• Working with and motivating a close knit team