Francis Walsh
Ballymoney,Antrim
Summary
Motivated Customer Experience Leader with a solid foundation in customer service and team leadership. Achieved high customer satisfaction and first-time resolutions through effective communication and problem-solving skills. Focused on developing performance-driven strategies to enhance customer journeys and support business objectives. Brings strong performance coaching and conflict resolution abilities to enhance team effectiveness and customer satisfaction. Committed to fostering a collaborative environment that drives operational success.
Overview
21
21
years of professional experience
Work History
Senior Branch Manager/ Acting Regional Manager
We Buy Any Car
Ballymena, Antrim
09.2021 - Current
- Inspect vehicles and check condition before purchase recommendations.
Carry out appraisals and record pricing details for verification.
Verify purchases meet WBAC standards during inspection and appraisal. - Support regional manager by maintaining region operations and service continuity.
- Manage diary contact to maximise customer appointment conversions and branch targets.
Schedule customer follow-ups to maximise appointments and meet performance targets.
Coordinate daily contact plans to help customers reach scheduled branch appointments. - Modelled high performance during car purchasing, setting standards for team behaviour.
- Support colleagues to improve performance through practical coaching and guidance.
Identify training and coaching needs using observed gaps in capability.
Provide constructive feedback to colleagues to strengthen day-to-day performance. - Manage diary contact to maximise customer appointment conversions and branch targets.Schedule customer follow-ups to maximise appointments and meet performance targets.Coordinate daily contact plans to help customers reach scheduled branch appointments.
- Conduct branch standard checks during visits to other locations, completing required reviews.
- Organise staff diaries and rotas according to company requirements.
- Monitor, assess, and report emerging threats or problems to divisional manager promptly.
- Assisted operations by covering other branches and regions during staff shortages, supporting cross-site operations.
- Executed HR and administrative duties to streamline daily operational workflows and maintain branch efficiency.
- Inspect vehicles and check condition before purchase recommendations.Carry out appraisals and record pricing details for verification.Verify purchases meet WBAC standards during inspection and appraisal.
Customer experience leader
First source Derry
04.2019 - 09.2021
- Resolved technical issues, explained billing and bandwidth problems, and addressed customer complaints daily.
- Provided customer service support for Sky, addressing queries and resolving issues., Customer TV and broadband tech support, Sky TV broadband and subscription sales, Mobile phone sim and tariff sales.
- Developed communication, sales, and customer service skills since April 2019.
- Assisted in leading a team and handled managerial calls since October 2019, gaining valuable managerial experience.
Assistant Head Chef
Sizzlin Sausage
01.2016 - 04.2017
- Developed menu plans to enhance customer offerings
- Set up all kitchen sections for smooth operations
- Managed staff rotas to maintain adequate kitchen coverage
- Maintained HASAP and health and safety records for compliance
- Conducted stock takes and placed orders to maintain optimal inventory levels
- Hold meetings with suppliers
Head Chef/ Manager
Mikey’s Deli
01.2012 - 01.2016
- Supervised and developed staff to enhance service delivery and team cohesion
- Implemented HASAP protocols for food safety
- Conducted health and safety checks to uphold compliance with safety regulations
- Creating menus
- Managed inventory control systems to ensure secure access and availability
- Stock control
- Placing orders
- Hiring staff
- Weekly rotas
- Processed cash transactions accurately at the register
- Cashing up
- Pricing
Junior Sous Chef
Lillys
01.2010 - 01.2012
- Coordinated setup of all sections prior to service
- Ensuring quality food was served
- Streamlined processing of customer orders
- Planning of the menus
- Supported smooth kitchen operations daily
- Checking orders as they arrived
Chef de Partie- Sous Chef
Deane’s Deli
01.2008 - 01.2010
- Took control of management of kitchen in place of the Head Chef
- Trained and mentored Commis Chefs to enhance skills and kitchen efficiency
- Assisted in menu planning to align with seasonal ingredients and customer preferences
- Established section with high standards for food preparation and presentation
- Worked within all sections of the kitchen
- Prepared ingredients for cooking
Chef de Partie
Merchant Hotel
01.2006 - 01.2010
- Prepared sections for service by organising and arranging necessary items to ensure readiness for service.
- Executed food preparation tasks in accordance with health and safety standards.
- Conducted training sessions for Commis Chefs, enhancing their skills and contributing to overall kitchen efficiency.
- Collaborated with team across multiple sections to optimise workflow and improve service delivery.
Education
Culinary Arts Degree -
National University of Ireland Galway
01-2006
NVQ’s Levels 1, 2 and 3 -
Springvale Employment and Learning
01-2004
Skills
- Operational efficiency
- Branch performance oversight
- Risk Management
- Compliance monitoring
- Performance driving
- Data analysis
- Customer relationship management
- Customer engagement strategy
- Performance coaching
- Staff mentoring
- Conflict resolution
- Computer literacy
Custom
- Spending time with family
- Fishing
- Boxing
Timeline
Senior Branch Manager/ Acting Regional Manager
We Buy Any Car
09.2021 - Current
Customer experience leader
First source Derry
04.2019 - 09.2021
Assistant Head Chef
Sizzlin Sausage
01.2016 - 04.2017
Head Chef/ Manager
Mikey’s Deli
01.2012 - 01.2016
Junior Sous Chef
Lillys
01.2010 - 01.2012
Chef de Partie- Sous Chef
Deane’s Deli
01.2008 - 01.2010
Chef de Partie
Merchant Hotel
01.2006 - 01.2010
Culinary Arts Degree -
National University of Ireland Galway
NVQ’s Levels 1, 2 and 3 -
Springvale Employment and Learning