Summary
Overview
Work History
Education
Refrences
Timeline
Generic

Callum Mulligan

Team Leader
Birmingham,BIR

Summary

A confident, dependable, and analytical individual with excellent communication and organizational and analytical skills. Adept at resolving conflicts and addressing emerging issues who thrives in a pressured environment, with a Operating with an open mind-set adapting well to change, set on delivering and implementation of strategic process to ensure excellence in demand. Some of my key skills and strengths include but are not limited to client assessment, team leadership, risk analysis and stakeholder management. With a history of implementing agile and continuous improvement throughout my work areas.

Overview

10
10
years of professional experience

Work History

Team Manager

HSBC
05.2019 - Current
  • Responsible for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in a team of 12-15 agent's servicing HSBC customers across all our products and services
  • Lead and Drive performance through MI Data / APR and NPS surveys to identify coaching opportunities and key areas of development for improvement, understanding team targets and KPI's, supporting to create insights for the business through data collection and analysis.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Conducted comprehensive risk assessments, implementing appropriate mitigation strategies to minimize potential issues, and risks to the business
  • Strong Stakeholder Management through developing relationships to help assist and interact with Management / Agents / Customers from other work areas on & Off-shore to achieve a desired outcome for the business.

Customer Service Representative

HSBC
07.2018 - 05.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided coaching and mentoring to new team members, contributing to their successful integration into the team.
  • Resolving complaints and managing all areas of customer dissatisfaction from FPOC to final response via a multi-channel platform.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

British Telecom
07.2016 - 07.2018
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Coaching staff and acting as a mentor to junior colleagues, sharing best practice
  • Provided support to advisors across the floor, as a support mentor if they were to have any questions or anything they as unsure of.
  • Apart of a Complaints Helpdesk over a 6 Month Period which had a core focus on resolving customer complaints issuing deadlock letters and Final Responses.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

IT Technician

Box LTD
10.2014 - 06.2016
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
  • Maintained office PCs, networks and mobile devices.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Performed troubleshooting and repaired peripheral devices such as printers, scanners, laptops and computers

Education

GCSE - B-Cs in English, Math's, IT & Business Studies

Phoenix Collegiate
West Bromwich, United Kingdom
04.2001 -

Refrences

Available upon request

Timeline

Team Manager

HSBC
05.2019 - Current

Customer Service Representative

HSBC
07.2018 - 05.2019

Customer Service Representative

British Telecom
07.2016 - 07.2018

IT Technician

Box LTD
10.2014 - 06.2016

GCSE - B-Cs in English, Math's, IT & Business Studies

Phoenix Collegiate
04.2001 -

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Callum MulliganTeam Leader