Anthony O'Reilly
Stoke-on-Trent,Staffordshire
Summary
Experienced Account Administrator with a robust background in customer service, financial reporting, and client account management. Proven track record in managing customer purchasing, resolving complaints, and enhancing consumer satisfaction. Demonstrated expertise in executive support, Microsoft Office Suite, and data entry. Adept at liaising with suppliers and regulatory bodies to ensure compliance and operational efficiency. Strong leadership skills developed through roles such as Store Manager at Games Workshop and Executive Account Manager at the Home Office. Career goal includes leveraging extensive experience to drive organisational excellence and customer loyalty in a dynamic environment.
Overview
22
22
years of professional experience
Work History
Account Administrator
Element Gaming
Stoke On Trent, UK
12.2024 - Current
- Managed customer purchasing and queries.
- Managed customer complaints.
- Gathered and assessed data to explore and gain insight into consumer behaviour.
- Liaised with suppliers and regulatory bodies.
- Resolved client issues promptly, maintaining high levels of satisfaction and loyalty.
- Handled client inquiries via phone and email, providing exceptional customer service and support.
- Liaised between clients and management, facilitating excellent customer service delivery.
Executive Administration Account Manager
Home Office
Stoke-on-Trent, UK
01.2024 - 11.2024
- It was my role to manage clients' asylum claims, to ensure that all applicants were treated fairly, regardless of situation and characteristics, and to support them throughout the whole process.
- To liaise with solicitors and other government departments to ensure legality, and that all actions were followed according to strict guidelines and procedures in an organised, dynamic, and effective way to ensure one hundred per cent accuracy.
- To work as part of an evolving team to support each other as needed, using a wide array of IT systems and communication methods.
- Kept organisation in compliance with regulations and internal requirements.
- Reviewed reports, recommendations and requests from subordinate leadership.
- Analysed performance metrics to evaluate and improve organisational effectiveness, driving a culture of excellence.
Home Maker
Home Maker
Stoke-on-Trent, UK
01.2023 - 12.2023
- Full-time father of three children. During this time, I learnt and developed the following skills, which have been of huge benefit:
- Childcare and supervision.
- Meal Preparation and Planning.
- Cleaning and Home Maintenance.
- Household budgeting.
- Scheduling and organising.
- Emotional support.
- Problem-solving.
- Organisation and leadership.
Store Manager
Games Workshop
Crewe, UK
03.2010 - 01.2023
- Developed a comprehensive social media outreach plan that engaged over 1,000 users, resulting in a notable 125% increase in online interactions, and fostering a vibrant community around the hobby.
- I dealt with all the day-to-day customer queries, cash handling, and stock orders and issues.
- Developed and maintained relationships with local businesses to boost community engagement and store profile.
- The entirety of the shop and all of its growth were under my control, and ran according to my initiative.
- Devised optimum pricing strategies and product mix for business results.
- Scheduled preventive maintenance and repairs for company equipment.
- Created reports and presentations to communicate important business information to supervisors.
- Managed store budget, controlling expenses to ensure financial targets were met.
- Coached employees on upselling techniques, significantly increasing average transaction value.
Lighting Team Manager
British Home Stores
Stoke-on-Trent, UK
09.2008 - 02.2010
- Adjusted staff levels, work schedules, and assignments with incoming order volume.
- Followed regulations and policies in negotiating contractual agreements.
- Managed the sales team of the lighting department, drumming up sales, and allocating roles to team members.
- I was also in charge of stocktaking and the store card scheme.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Advised senior management on facilities needs and delivered ongoing operational support.
Mortgage And Insurance Advisor
Britannia Building Society
Stoke-on-Trent, UK
05.2005 - 09.2008
- Developed and maintained key relationships with clients, companies, and colleagues.
- Liaised coverage between insurance provider and clients.
- Researched home and contents insurance products and policies.
- Negotiated the costs and policy terms with the coverage provider.
- This involved communicating with customers on all levels, with the emphasis being on getting things right first time.
- I used many computer programmes here, including Microsoft Office and Sage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Reviewed and analysed policy documents to ensure clarity and accuracy before issuance.
- Collaborated with underwriters to assess risks and determine policy eligibility.
- Facilitated claims process for clients, liaising with insurers to expedite settlements.
Customer Service Agent
Bet 365
Stoke-on-Trent, UK
02.2003 - 05.2005
- Resolved complaints with a genuine and diplomatic style, offering compensation to retain customers.
- Processed calls daily using clear and articulate communication skills.
- Collaborated with team-mates and resolved customer issues promptly.
- This role involved taking and placing bets from customers all over the world.
- I also liaised with the various banks to ensure payments were met, and answered any other enquiries that customers had.
- Handled high-volume telephone calls to address and resolve customer queries.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
Education
Certificate Of Higher Education - History
Staffordshire University
A Levels - History
Fenton Sixth Form College
A Level - Classical Civilizations
Fenton Sixth Form College
A Level - English Literature
Fenton Sixth Form College
A Level - Government And Politics
Fenton Sixth Form College
9 GCSE - A- C Grades - 9 Fields ( A-C) Including Maths, English, Science
Endon High School
Skills
- Executive support
- Microsoft Office Suite expertise
- Financial reporting
- Customer service
- Data Entry
- Organisation
- Leadership
- Resourcefulness
- Calm under pressure
- Dynamic
- Problem-solving
- Punctual
- Teamwork
- Budgeting and financial planning
- Client account management
- Negotiation
Hobbies + Interests
- Football
- Fitness
- Martial arts
- Family time
- Reading
- Socializing
Timeline
Account Administrator
Element Gaming
12.2024 - Current
Executive Administration Account Manager
Home Office
01.2024 - 11.2024
Home Maker
Home Maker
01.2023 - 12.2023
Store Manager
Games Workshop
03.2010 - 01.2023
Lighting Team Manager
British Home Stores
09.2008 - 02.2010
Mortgage And Insurance Advisor
Britannia Building Society
05.2005 - 09.2008
Customer Service Agent
Bet 365
02.2003 - 05.2005
Certificate Of Higher Education - History
Staffordshire University
A Levels - History
Fenton Sixth Form College
A Level - Classical Civilizations
Fenton Sixth Form College
A Level - English Literature
Fenton Sixth Form College
A Level - Government And Politics
Fenton Sixth Form College
9 GCSE - A- C Grades - 9 Fields ( A-C) Including Maths, English, Science
Endon High School
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