Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Timeline
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Donna Law

Ballymena,Antrim

Summary

Dynamic professional with a strong foundation in leadership, quality assurance, and communication skills. Demonstrates exceptional problem-solving abilities, ensuring high standards of quality and efficiency. Committed to leveraging these competencies to drive organisational success and continuous improvement.

Enthusiastic Assistant Branch Manager with knack for team leadership and operational improvements. Excelled in enhancing customer satisfaction and streamlining processes, leading to increased branch efficiency. Known for fostering collaborative work environment and driving staff performance.

Overview

24
24
years of professional experience
2003
2003
years of post-secondary education

Work history

Customer Care Leader / Assistant Branch Manager

Barclays
Belfast, Mid and East Antrim
12.2023 - Current
  • Team Leader to a maximum of 12 staff, planning their daily schedules for inbound calls
  • Contributed towards achieving branch's financial objectives through effective planning and execution.
  • Conducted weekly meetings to discuss branch performance and targets.
  • Oversaw employee scheduling, improving overall productivity levels.
  • Collaborated with team to enhance customer service experience.
  • Assisted in staff training programmes for better skill development.
  • Dealt with customer complaints, enhancing satisfaction levels.
  • Implemented risk management protocols for safer financial transactions.
  • Ensured compliance with regulatory standards across all banking procedures.
  • Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
  • Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
  • Facilitated regular training sessions for enhanced employee skills set.
  • Fostered a supportive atmosphere through open-door policy approach, encouraged employees' engagement and morale.
  • Developed quality control standards for improved service delivery.
  • Led team meetings, fostered a cohesive work environment.
  • Conducted regular employee evaluations, identified strengths and areas for development.
  • Coordinated with other departments to resolve escalated issues swiftly.
  • Increased team efficiency with robust performance management strategies.
  • Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
  • Developed strategic staff schedules to facilitate optimal coverage.
  • Trained and coached new starters and other sales team members to help meet team targets.

Customer Care Advisor

Barclays
Ballymena, Mid and East Antrim
12.2018 - 12.2023
  • Maintained a polite and professional telephone manner, enhanced company reputation.
  • Utilised excellent communication skills to enhance customer relations.
  • Handled sensitive information confidentially, upheld data protection regulations.
  • Maintained updated knowledge on company's policies and promotions for accurate information dissemination.
  • Managed high volume of inbound calls for issue resolution.
  • Improved customer satisfaction by providing timely and effective solutions to queries.

Operational Banker

Barclays
Ballymena, Mid and East Antrim
11.2014 - 12.2018
  • Prepared five branches for audit visits
  • Completed weekly / monthly branch checks with colleagues to ensure compliance
  • Kept up to date records of any issues and worked with leadership to resolve quickly
  • Implemented new operational strategies to improve efficiency.
  • Streamlined internal processes for increased productivity.
  • Supervised branch operations, ensured seamless service delivery.

Personal Banker

Barclays
Ballymena, Mid and East Antrim
03.2008 - 12.2014
  • Resolved complex banking queries with professional demeanour and expertise.
  • Applied knowledge of financial products to improve customer understanding.
  • Initiated cross-selling activities to increase overall business revenue.
  • Delivered excellent customer service to foster positive relationships.
  • Verified documents for account opening processes, ensuring regulatory compliance met.
  • Assisted customers with loan applications, ensuring eligibility criteria met.

Customer Advisor

Alliance & Leicester
Ballymena, Antrim
06.2001 - 03.2008
  • Developed rapport with customers for improved loyalty and repeat business.
  • Assisted customers in product selection, resulting in increased sales.
  • Resolved customer complaints effectively, maintaining brand reputation.
  • Carried out day-to-day duties accurately and efficiently.

Education

Bachelor of Music - Music

University of Ulster
Belfast
09.2021 - 06.2024

A-Levels -

Cambridge House Grammar School
Ballymena
04.2001 - 06.2001

GCSEs -

Cambridge House Grammar School
Ballymena

Skills

  • Leadership
  • Quality Assurance
  • Communication skills
  • Problem-solving

Affiliations

  • Open Water Swimming
  • Swimming

Accomplishments

Exceptional Achiever Award in Barclays for 2 years in a row (2022 & 2023)

Timeline

Customer Care Leader / Assistant Branch Manager

Barclays
12.2023 - Current

Bachelor of Music - Music

University of Ulster
09.2021 - 06.2024

Customer Care Advisor

Barclays
12.2018 - 12.2023

Operational Banker

Barclays
11.2014 - 12.2018

Personal Banker

Barclays
03.2008 - 12.2014

Customer Advisor

Alliance & Leicester
06.2001 - 03.2008

A-Levels -

Cambridge House Grammar School
04.2001 - 06.2001

GCSEs -

Cambridge House Grammar School

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Donna Law