JONATHAN MARKS

• Experienced Estate Compliance Officer with a strong background in ensuring adherence to estate planning laws, regulations, and internal policies
• Skilled in developing and implementing compliance programs, conducting audits, and providing guidance to professionals involved in estate planning activities
• Proven ability to identify and mitigate compliance risks while maintaining a high level of accuracy and attention to detail
• Adept at collaborating with cross-functional teams and external auditors to achieve compliance objectives
• Strong communication and training skills with a track record of fostering a culture of compliance and ethical behaviour
• Committed to staying updated on industry best practices and implementing effective compliance strategies.

• Enhanced passenger experience by facilitating payment processing upon entry to the Train, ensuring accuracy in ticket sales and providing appropriate change when required
• Exhibited exceptional interpersonal skills by engaging passengers in conversations to gather necessary journey details, such as ticket type and destination, in order to calculate precise fares
• Utilised public address systems proficiently to deliver timely updates to passengers, including journey duration, estimated time of arrival, and upcoming stops, thereby ensuring their informed travel experience
• Demonstrated a strong commitment to customer satisfaction by providing seamless assistance to passengers during boarding and alighting, contributing to a positive overall journey experience
• Exercised effective problem-solving abilities in addressing customer complaints related to journeys and service, delivering prompt and intelligent resolutions to uphold customer satisfaction
• Assisted both drivers and passengers with the safe unloading of heavy items, luggage, and wheelchairs from vehicles, prioritizing passenger convenience and safety
• Conducted comprehensive assessments of tickets to verify their validity, and when necessary, confidently confronted suspected fare-dodgers to maintain fare compliance
• Maintained up-to-date knowledge of journey times, timetables, and fares, enabling prompt and accurate responses to customer inquiries, thus enhancing the overall quality of service
• Employed precise and unambiguous signalling gestures to communicate with drivers, effectively indicating vehicle stoppages or movements in a clear and concise manner.

• Managed a high volume of inbound calls, handling them with efficiency and professionalism
• Thrived in a fast-paced environment, consistently maintaining a high level of energy and enthusiasm, which contributed to team morale
• Demonstrated strict adherence to GDPR regulations while updating and maintaining databases, ensuring accurate and secure customer information
• Prioritized customer engagement and satisfaction by consistently delivering exceptional customer service, resulting in positive feedback and increased customer loyalty
• Exceeded Service Time and Quality Targets:
• Consistently surpassed service time and quality targets, demonstrating a relentless commitment to delivering exceptional results and enhancing operational efficiency
• Proven Work Ethic and Dedication:
• Consistently displayed a strong work ethic and unwavering dedication, driving continuous improvement and achieving outstanding outcomes in various operational areas
• Multilingual Customer Communication:
• Effectively communicated with a diverse customer base in multiple languages, adeptly resolving issues and addressing inquiries to ensure high customer satisfaction
• Leadership and Team Development:
• Provided exemplary leadership by training and mentoring team members, optimizing their performance and fostering a collaborative environment
• Skilfully diffused challenging situations using conflict management techniques
• Troubleshooting and Systems Expertise:
• Demonstrated proficiency in troubleshooting complex problems and diagnosing system faults, contributing to efficient and effective operations
• Housing and Homeless Assessments:
• Conducted comprehensive Housing and Homeless assessments, applying in-depth knowledge and expertise to evaluate and address individuals' housing needs
• Tenant Rent Account Management:
• Effectively managed tenants' rent accounts and efficiently handled rental arrears, ensuring accurate financial records and timely resolution of payment issues
• Representative at Internal and External Meetings:
• Served as a representative of NIHE (Northern Ireland Housing Executive) at regular internal and external meetings, contributing valuable insights and fostering positive relationships with stakeholders.

- Specialized coursework in economics, business law, marketing, accounting and finance, HR, management, personal skills development, business analytics, and quantitative methods for business.

- Coursework focused on Business Decision Making, Economics, Business Ethics, Digital Marketing, and Business Accounting.

Completed coursework in Business Decision Making, Business Marketing, Business Accounting, Business IT, and Human Resources.