James Gale
Basildon,Essex
Summary
A results-driven professional with advanced knowledge of financial services and extensive experience in technical operations, customer service, and customer retention. Proven expertise in managing customer portfolios, exceeding targets, and driving revenue growth through strategic upselling. Strong focus on enhancing customer satisfaction, optimizing operational efficiency, and building lasting client relationships.
Overview
9
9
years of professional experience
Work history
Customer success manager
Lloyds Bank Cardnet
Basildon, Essex
09.2022 - 01.2025
- Manage a portfolio of clients, focusing on retaining and expanding their business relationships with Cardnet
- Drive revenue growth through upselling and cross-selling additional products and services.
- Deliver exceptional customer service, ensuring long-term customer satisfaction and loyalty.
- Conduct regular meetings and audio conferences to share insights, sales strategies, and product updates with the team.
- Met and regularly exceeded income generation targets.
POS Manager - Technical Operations
First Data/Fiserv
BASILDON, Essex
09.2017 - 09.2022
- Diagnosed and provided troubleshooting support for complex technical issues related to EPOS/POS systems.
- Staff management; Performance Reviews, Annual Leave, Sick Leave, Development and Shift Co-ordination
- Demonstrating excellent customer service and a professional telephone manner
- Ability to prioritize and manage multiple tasks whilst adhering to strict deadlines and timeframes
- Sharing detailed knowledge via meetings/audio conferences to support project work
- Management of MI Data regarding NFF financial loss and providing feedback/training
POS - Technical Operations
First Data/Fiserv
BASILDON, Essex
09.2015 - 09.2017
- Provided first-line technical support to merchants, addressing a variety of issues related to EPOS/POS systems.
- Managed terminal and account amendments across multiple vendors to ensure operational efficiency.
- Educating merchants on current processes and technology changes
- Built strong relationships with merchants, educating them on current processes and technology updates.
- Demonstrating extensive knowledge of PDQ’s across multiple alliances
- Participated in the ‘Developing Senior Program’ to enhance leadership and technical skills.
Skills
- Customer Service Excellence
- Customer Retention & Relationship Building
- Sales Expertise
- Problem Solving
- Organisational & Analytical Skills
- Technical product understanding
- Salesforce proficiency
References
References available upon request.
Timeline
Customer success manager
Lloyds Bank Cardnet
09.2022 - 01.2025
POS Manager - Technical Operations
First Data/Fiserv
09.2017 - 09.2022
POS - Technical Operations
First Data/Fiserv
09.2015 - 09.2017
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