Mark Catton
Belmont,Surrey
Summary
I have demonstrated track record of acquiring and managing risk and control to achieve and exceed challenging goals. I have strong financial and business acumen and ability to build and leverage strategic working relationships both externally and internally. University has facilitated the development of critical judgement, utilise my current analytical skills and knowledge and the importance of having a positive attitude in order to meet several deadlines with similar time periods. Furthermore working in the financial industry of such a reputable bank has exceeded my knowledge of customer relations and adhering compliantly to various regulations. Determination and being self-motivated led to the success of completing my degree and outstanding achievements. Can work well under pressure and ability to meet targets and deadlines and deliver results to a high standard. Uses initiative and ensures attention to detail to complete all tasks set. Excellent with numbers and problem solving in a methodical manner independently. This includes communication with external and internal business partners in order to find appropriate resolutions to a high level. Motivated and a fast learner with great enthusiasm who can adapt to different environments and work professionally within a team. Recruitment skills which involves being able to identify suitable candidates with the potential to drive company performance
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work history
Customer Service Manager
Santander
2009.01 - 2023.05
- Skills:
- Undertake effective Risk and Control activity to establish and maintain a robust Risk environment
- Delivering the most professional service to grow portfolio from banking needs to investments, and working closely with other stakeholders within Santander (UK) to refer consumers where appropriate
- (These include but not limited to Mortgage Advisors, Financial Planning Managers, Business and Corporate Banking etc.)
- Creating and supporting new and existing customer relationships by marketing the bank's products and services (including but not limited to lending, current accounts, cash management and other cross selling opportunities)
- Helping team understand and implement change successfully
- Being aware of all aspects of branch performance, on daily basis, recognise improvements and successes whilst monitoring and developing areas for further improvement
- Delegate tasks effectively, ensuring all colleagues take responsibility for I AM RISK
- Be a highly visible member of the team, with management responsibility including key holding
- Customer complaints are handled professionally, actioned and resolved in appropriate time, in line with Santander's processes.
- Communicated courteously with customers by telephone and email.
- Took ownership of escalated customer issues and followed through to resolution.
- Recognised issues and implemented corrective actions for continual improvement.
- Leveraged strong product and service knowledge to assist customers and resolve issues.
- Reviewed processes and practices regularly to achieve business goals.
- Sought customer feedback and applied data to inform service-level improvements.
- Delivered feedback constructively to enhance staff performance.
- Recruited customer service team members and mentored in company policies and best practices.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Analysed statistics and KPIs to identify potential service improvements.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Adhered strictly to policies and procedures for continued company compliance.
- Performed exit interviews, gaining useful insights to improve employee retention rates.
- Coordinated high quality inductions and seamless onboarding procedures for [Number]+ new starters.
- Led annual salary reviews, talent reviews, succession planning and performance management.
- Created succession plans and promotion paths for staff.
- Maintained precise, detailed staff and company records for thorough reference.
- Used staff survey findings to implement enhanced working conditions and practices.
Customer Service Advisor
Santander
2006.01
- Managing finances for affluent customers offering a non-advised and regulated service, working compliantly within FCA regulations
- Working through a portfolio of customers that is independently built through client relationship and building rapport through telephonic skills in order to book appointments for financial needs
- Developing a trusting relationship and introducing them to products and services that provide a promising return for the customer as well as the provider
- Delivering exceptional customer service and handling and precise distribution of large sums of money whilst adhering to company security procedures.
Customer Service Manager
Santander
High Street
2016.12 - 2023.01
- Skills:
- Undertake effective Risk and Control activity to establish and maintain a robust Risk environment
- Delivering the most professional service to grow portfolio from banking needs to investments, and working closely with other stakeholders within Santander (UK) to refer consumers where appropriate
- (These include but not limited to Mortgage Advisors, Financial Planning Managers, Business and Corporate Banking etc.)
- Creating and supporting new and existing customer relationships by marketing the bank's products and services (including but not limited to lending, current accounts, cash management and other cross selling opportunities)
- Helping team understand and implement change successfully
- Being aware of all aspects of branch performance, on daily basis, recognise improvements and successes whilst monitoring and developing areas for further improvement
- Delegate tasks effectively, ensuring all colleagues take responsibility for I AM RISK
- Be a highly visible member of the team, with management responsibility including key holding
- Customer complaints are handled professionally, actioned and resolved in appropriate time, in line with Santander's processes.
Education
Zoology (BSc Honours) -
A-Levels - Biology, English Literature
1994.09 - 1997.06
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- English Literature, Biology, Including A-C passes in English and Maths
Skills
- Confident telephone manner and excellent verbal and written communication skills
- Dealing with internal and external customers ranging from small companies to large companies via telephone and email as well as face to face to ensure successful communication and meeting the client's needs
- Key management and organisational skills attained such as encouraging the development of team members in order to meet their set targets
- Proficient in the implementation, use and manipulation of
- Microsoft Office format spreadsheets including the use of formulas and functions
- Complaint resolution
- Schedule management
- Employee management
- Data entry
- Excel proficiency
- Cash handling
- Customer relations
- Adherence to high customer service standards
- Inter-department collaboration
- Personnel training and development
- Effective problem solver
- Staff education and training
- Exceptional telephone etiquette
- Microsoft Outlook, Word and Excel
- Training and development
- Quality Assurance and Control
- Excellent time management skills
- Customer service
- Administrative support
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Customer Service Manager - Santander
2016.12 - 2023.01
Customer Service Manager - Santander
2009.01 - 2023.05
Customer Service Advisor - Santander
2006.01
Cheam High School - A-Levels, Biology, English Literature
1994.09 - 1997.06
Roehampton University - Zoology (BSc Honours),
Cheam High Sutton - ,