James Ruddy QFA LIB CIP BA(Hons) MSC Associate CIPD

Experience

• 

  National Westminster Bank

  Jan 1998 - Sept 2002

  Fraud Team Leader

  Worked in the Authorisations and Card loss section as a Fraud Team leader managing the efforts of 16 team membersActed as central point of contact for queries on job procedure and product knowledgeManaged work flow, scheduling and call skilling based on call volumes and call types

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  Irish Nationwide Building Society

  Sept 2002 - Jun 2003

  Irish Nationwide Team Leader Mortgage Admininstration

  Appointed as Team Leader for the mortgage administration departmentManaged 6 team membersDelivered on business SLAs and all administrative tasksDealt with customer facing mortgage enquiries and manager escalations from inbound call taking

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  Bank of America - MBNA

  Jun 2003 - Dec 2014

  Customer Service Contact Centre Team Manager

  Managed 18 team members on a daily basis answering inbound customer telephone calls, selling products to customers and delivering on all business performance and efficiency targets with a 90%+ satisfaction rating from all associates managedMonitored contact volumes, contact handling statistics, service level adherence and liaised with other business managers to follow up on customer requirementsLed team to deliver the highest standards of customer service and ensured all calls were handled in an empathetic, positive, customer centric, professional and compliant mannerDemonstrated the following skills: Associate development, monthly planning, goal setting, coaching, education, quality/productivity feedback, trend/report analysis, innovation, internal audits, daily interaction with senior management, speaking/writing to customers to resolve escalated issues, conducted interviewsCommunicated monthly business updates at department floor meetings with an audience of +150Remained within tolerance of department expense budgets and incentive payment plansAchieved first call resolution of customer queries, managed escalated calls, researched and resolved complex client issues, escalated customer complaints as appropriate and in line with the Financial Conduct Authority guidelinesConducted performance reviews to assess strengths and development needs providing feedback and opportunities for growth to individual team members and ensuring relevant coaching plan in placeConducted relevant HR meetings as appropriate to manage associate conduct and absenceEffectively managed call handling time workshops and revenue uplift programmes in 2012 for customer services, improving the performance for + 150 associates across a number of teams, with all goals successfully exceededAwarded Team Manager of the year for 2011 in Customer Service and nominated as a Contact Centre Manager Association finalist of the year Show less

• 

  AXA Assistance Ireland

  Jul 2015 - now

  Axa Assistance Manager

  • Leading a team of a 120 Customer Service agents to achieve daily, weekly and monthly call performance, efficiency and quality targets. Fully engaging the team to deliver on required job metrics, using effective communication skills and leading by example at all times• An avid advocate to adherence to Treating Customers Fairly guidelines where applicable.• A highly skilled Manager in dealing with all customer complaints, ensuring the complaint issue is clearly established and relevant research is undertaken before engaging with the customer to attain a fair outcome for the customer and the business where possible• Co-Lead for several HR conduct cases, establishing the required agents for interview, formulating the questions to be asked, leading the interviews and presenting an overall summary and findings document from the investigation with recommendations for the senior management team• Ensuring the business delivers the right customer service experience, whilst remaining cost effective and compliant with business and regulatory procedures• Highly skilled in my administrative responsibilities: minutes for manager meetings and operational planning.• An avid advocate to adherence to Treating Customers Fairly guidelines where applicable. Show less