Geoff McGrath

Experience

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  Dixon Motors

  May 1997 - Jul 2003

  Sales Executive

  Sales Executive, New and used cars• Purchasing and Invoicing (using E-Financials)• Order tracking• Sales/Aftercare in 2 top-performing Peugeot Dealerships.• Cash handling• Developing new leads• Canvassing previous clients• Finance Agreement Processing• Administration

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  Maldron Hotels & Partners

  Jul 2003 - Mar 2004

  Foyer Manager / Duty Manager

  It was General Manager Rob Baker who gave me my first role with management responsibility in this role. I loved this role as customer care has always been a passion of mine.• Customer Care Manager with first point-of-contact with customers• Resolution of customer concerns• Administration• Customer Satisfaction• Staff supervision (Cleaning, Catering and Restaurant staff)• Staff scheduling• Working with Event Manger to ensure quality of service and high customer satisfaction• Use of POS systems, Opera (check-in & check-out) and Micros (Hospitality)• Cash handling Show less

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  Danske Bank UK

  Mar 2004 - Jul 2006

  Clerical & Customer Advisor

  Liasing with branches within the Northern Bank / National Irish Bank Group, providing branch support.▪ Archive Retrieval▪ Provision of Data to local branches▪ Data Input and administrative duties▪ Mail Sorting▪ Accessing customer accounts and▪ Foreign Currency exchange

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  TTEC

  Jul 2006 - Nov 2009

  Operations Team Manager

  TeleTech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions. Teletech perform all of the business critical support processes efficiently and effectively, letting clients remain focused on their core strategy, competition, and market agility.Duties and achievements-Performance Management, including Mentoring, Coaching & Development of teams towards 19 weekly and monthly KPI targets - therefore improving Customer Service Agents' productivity and staff Performance Improvement Plans. This also included motivating staff to achieve maximum bonuses and thus also improve their lives outside of work.-Partnering with the Quality department to ensure the consistent achievement of company and client quality goals with regular assessments and feedback to staff to assist them to achieve high levels of customers' satisfaction.-Absentee Management and Disciplinary Management for 25 staff.-Weekly team 'buzz' sessions.-Client Quality Assurance calibration meetings to ensure consistent processes.-CSAT (Customer Satisfaction surveys, investigations and follow up.)-Analysis of all team and campaign performance metrics including: MBR (Monthly Business Review) & QBR (Quarterly Business Review) for senior management and client.-Dealing with internal and external stakeholders.-Weekly Business Report for the client.-Duty Manager responsible for up to 300 staff.-Working closely with Real Time Management Hub (Belfast & Philipines) to maximise revenue streams and ensure compliance with all Client Targets, SLA's and KPI's.-Working closely with Forecasting Team (Belfast & South Africa) to ensure adequate coverage across campaign.-Working closely with the Client and other team managers to restructure Quality Assurance Policy. This involved implementation of Change Management procedures and assisting staff during transitions. -Beta testing of new procedures and processes. Show less

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  Geoff McGrath Photography

  Jan 2007 - Dec 2016

  Photographer

  My photography is currently for personal enjoyment only.

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  Northern Ireland Housing Executive

  Nov 2010 - now

  HMS Business Support Community Liason, Estate Management Clerical Support for Homelessness Services Unit, Workload coordination, management support, spreadsheet and data correlation

  • Senior Officer

    Jan 2016 - now

  • Neighbourhood Officer

    Apr 2012 - Jan 2016

  • Clerical Officer

    Nov 2010 - Mar 2012