Colm O'Neill
Belfast,Antrim
Summary
Accomplished in coaching and mentoring, team leadership, and change management. Proven ability to build strong customer rapport and drive performance development planning. Adept at managing Key Performance Indicators (KPIs) and supervising teams to achieve organisational goals.
Proficient in Microsoft applications, with a focus on enhancing team performance through effective coaching leadership.
Inspirational leader with collaborative approach, ready to drive team success.
Adept in communication and problem-solving, bringing strategic mindset to project management and team development. Committed to fostering high-performing team culture that delivers exceptional results.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work History
Team manager
Santander UK
Belfast, Antrim
04.2014 - 05.2024
- Provided consistent leadership to maintain high levels of team performance and satisfaction. Regular coaching and development with focus on personal growth and identify areas of improvement.
- Enhanced team productivity by implementing effective call handling strategies. Reducing average call handling times from from 14 minutes to 8 minutes.
- Coordinated with various departments for seamless workflow and removing barriers.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Boosted morale by recognising and rewarding exceptional work.
- Developed action plans for continuous process improvement tailored to individuals.
- Facilitated weekly meetings to discuss new business, objectives and concerns.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Handled employee grievances to maintain harmony within the workforce.
- Delegated responsibilities efficiently amongst team members.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Monitored health and safety measures for guaranteed compliance.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Streamlined operations, leading to increased team performance.
Subject matter expert
Santander UK
Belfast, Antrim
03.2010 - 04.2014
- Increased understanding of complex subject matter by conducting in-depth research and testing.
- Improved team's technical skills with comprehensive training programmes.
- Facilitated collaborative discussions, fostering a culture of continuous learning.
- Collaborated closely with colleagues on project work, leading to successful outcomes.
- Assimilated complex information quickly, enabling timely decision-making.
- Reviewed and critiqued peer works maintaining high standards within the field.
- Drafted detailed reports after each project completion providing valuable insights for future projects.
- Documented processes and best practices to form consistent framework for ongoing operations.
- Drafted SOPs and work instructions to enforce consistency and adherence to best practices.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Designed and implemented training to further develop staff based on business goals.
Customer advisor
Santander UK
Belfast, Antrim
05.2003 - 03.2010
- Enhanced customer satisfaction by promptly addressing queries and concerns.
- Assisted customers in product selection, resulting in increased sales.
- Developed rapport with customers for improved loyalty and repeat business.
- Provided exceptional customer service to ensure a positive banking experience.
- Resolved customer complaints effectively, maintaining brand reputation.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Delivered personalised service to each client, fostering trust and loyalty.
- Managed large volumes of incoming calls for efficient customer service operations.
Charge hand
Croft Inns
Belfast, Antrim
03.1996 - 05.2003
- Enforced strict health and safety regulations on site ensuring worker safety was a top priority.
- Set up bar for operation, obtained cash float and stocked the service bar.
- Supported bar opening and closing procedures.
- Maintained bar stocks, replenishing daily as necessary.
- Oversaw bar recordkeeping and stocktaking for organised and profitable operations.
- Supported bar manager in delivering action plan to achieve business targets.
- Worked with bar management to implement and enforce responsible drinking practices.
- Monitored bar needs and delegated tasks to reduce patron wait times.
Education
GCSE - Economics
De La Salle
Belfast 09.1988 - 06.1989
GCSE - English
De La Salle
Belfast 09.1988 - 06.1989
GCSE - Maths
De La Salle
Belfast 09.1987 - 06.1988
GCSE - Computer Studies
De La Salle
Belfast 09.1988 - 06.1989
Skills
- Coaching and mentoring
- Team leadership
- Change management
- Customer rapport
- Performance development planning
- Coaching leadership
- Microsoft adept
- Key Performance Indicator (KPI) management
- Team supervision
Affiliations
- Reading
- Motorbikes
Volunteer at local Charity - Bikes & Minds
Who are we?
Bikes and Minds is a mental health charity set up in order to provide support for those suffering from mental health problems through practical applications that seek to bring people together in a comfortable and friendly environment.
Our key operational activity is through our management of ‘The Bike Pit’, a community garage whereby individuals have a place to come together in order to work on and store their motorcycles.
It’s through The Bike Pit and other projects that Bikes and Minds run that we hope to provide a hands-on support system that differs from the current talks-based/mindfulness groups currently available, as well as to seek to tackle the stigma that can surround mental health.
Our Vision Statement‘Through motorcycling activities, our vision is to support mental health; breaking down barriers of loneliness to offer a support system for those that may be suffering; showing that mental health can impact all of us, and removing the stigma that surrounds it.’
Our Mission Statement‘We will deliver a quality motorcycling self-service whereby people are enabled to work, learn and develop; in an environment that supports their personal and mental wellbeing; and that promotes involvement through various activities in order to bring people together to nourish and support them.’
Our ValuesCommunity – Fundamentally, we want to form a community that will support one another.
Respect & Understanding – We want to be respectful and understanding to all that want to engage with us.
Fun & Optimistic – We want to have a fun environment that seeks the best in everything.
Timeline
Team manager
Santander UK
04.2014 - 05.2024
Subject matter expert
Santander UK
03.2010 - 04.2014
Customer advisor
Santander UK
05.2003 - 03.2010
Charge hand
Croft Inns
03.1996 - 05.2003
GCSE - Economics
De La Salle
09.1988 - 06.1989
GCSE - English
De La Salle
09.1988 - 06.1989
GCSE - Computer Studies
De La Salle
09.1988 - 06.1989
GCSE - Maths
De La Salle
09.1987 - 06.1988
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