I am dedicated, hardworking and customer focused with over 15 year experience in Retail Banking. I have managed teams of various sizes with development of people in my team being a key component of my management style to deliver on objectives. I am attentive to detail with strong problem-solving skills, and I have the organisation that is necessary to ensuring that deadlines and objectives are achieved. I am currently responsible for implementing, maintaining and evolving infrastructure to measure key service metrics. I have expert knowledge and understanding of customer service industry standards and key needle movers for customers particularly in regard to the home mortgage journey. I am extremely familiar with dispute resolution and complaints management process’ with particular expert knowledge in relation to regulatory requirements and Financial Services Ombudsman interactions and am often sought out by my colleagues for guidance and support.I am an advocate of putting customers first through continuous process reviews and data analysis to identify emerging trends to improve efficiency thus providing a smoother, professional and simple journey for customers.I maintain a network of cross functional relationships with various business and operational teams, regularly sharing knowledge, to solve problems and streamline processes.Interests / HobbiesI like books,cake decorating and have recently become a member of the Dublin Sugar Craft Guild which allows be to explore creativity in a social environment.
Listed skills include Management, Customer Service Management, High Level Of Accuracy, Report Writing, and 18 others.
