Thomas Dean Email & Phone Number

Macclesfield, England, United Kingdom

Macclesfield, England, United Kingdom

Chester, United Kingdom

I was employed as a Product Support Specialist at GBG. I provided technical support for GBG's Identity Verification product portfolio, resolving customer queries over email and telephone.At the second tier of technical support, I dealt with all issues that had been escalated by our Tier 1 team which varied from basic document verification queries, API and integration issues and notifying the wider team of system bugs.I have demonstrated my ability to handle multiple workloads, liaise with other departments and resolve issues within SLA’s during my time on the GBG Helpdesk.

Wrexham

I was employed as a Support Engineer for DTCC’s Client Contact Centre and provided first line client support for the Institutional Trade Processing (ITP) service suite.The Institutional Trade Processing service suite is made up of applications which automate the post trade processes between investment managers, brokers and custodians around the globe. I received formal training and was certified on applications that include ALERT®, CTM™, OASYS™ and TradeSuite™. From my experience supporting the ITP products, I developed a well-rounded knowledge of financial markets and the stringent processes that go into preparing a trade for clearing and settlement.During my time with the Client Contact Centre, I developed an ability to effectively troubleshoot technical issues that external clients experienced when using the ITP applications. Such common issues included trades failing to process before settlement date and SWIFT messages not being sent to third parties and custodians, a testament of the time sensitive nature of the inquiries I received on a day to day basis. I consistently maintained an above target Net Promoter Score and was committed to providing excellent customer service over the phone and through email. I underwent additional training through my organization’s learning portal and passed modules on Lynda.com such as Creating Your Personal Brand, Teamwork Foundations, Customer Service Foundations and Working with Upset Customers. I gained exposure to the Salesforce CRM system and I have written and amended existing troubleshooting articles for my department’s Knowledge Centred Service. Furthermore, I took an active role in my company’s Corporate Social Responsibility initiative which has included facilitating a company walk up Mount Snowdon in aid of Nightingale House Hospice and participating in a mock interview workshop at Ysgol y Grango and Ysgol Rhiwabon.

Didsbury

I worked for Contour Homes as the first point of contact for tenants. I was responsible for answering inbound customer calls quickly and effectively on a constant basis and taking an appropriate course of action. In addition to answering customer calls, I also carried out administrative duties which included responding to emails and chasing up repairs with contractors. My working responsibilities were carried out alongside robust online training to further my understanding of social housing, demonstrating my work ethic, desire to succeed and my willingness to go above and beyond contracted responsibilities.The customer queries that I dealt with ranged from logging day to day repairs, advising tenants of policies and protocol, registering complaints and evidence of Anti-Social Behaviour and alerting our Community Safety Team of safeguarding issues in the neighbourhoods that Contour Homes covered. I was always punctual, was willing to undertake additional tasks that were allocated to me by the Team Leaders and I have gained an even greater insight into social housing as a result.

Liverpool, United Kingdom

I have experienced what it is like to work for a housing association when I was given an eight-week work shadowing opportunity at Liverpool Housing Trust. Over the course of the time I was with Liverpool Housing Trust, I was always punctual and prepared to work extra hours as and when required. The experience proved informative as I observed the work of various departments within the industry, including Income Management, Regeneration, Residential Involvement, Allocations, Development and Property Services. From my time at LHT I have gained insight into the processes involved within housing and the general skills required to succeed within the industry:Communication skills – I demonstrated my communication skills when speaking to customers over the phone to collect personal information for a pre-tenancy assessment. Furthermore, I was required to liaise with external contractors and inform them of key locations and deadlines to carry out void repairs.Meeting Deadlines – It was imperative that once a property became void that it was occupied as soon as possible. Therefore, I had to work as quickly as possible to input the necessary repairs onto the housing database and send the void specification to the contractor. Once the void repairs were completed, I had to send the handover certificate to both the contractor and the allocations team so they could organise occupation from the customers who expressed interest in the void property.Managing multiple workloads – During my time at LHT, I was often occupied with multiple workloads at a time, which included a filing project, data cleansing project and accompanying surveyors on off-site housing inspections. Therefore, I had to prioritise workloads which had an immediate deadline, work additional hours as and when required whilst keeping attention on long term administrative projects.