Summary
Overview
Work history
Education
Skills
Languagues
Additional Information
Timeline
Generic
Martin Brenugat

Martin Brenugat

Senior Case Handler
Bournemouth,Bournemouth

Summary

I am an experienced financial advisor who masters the process of selling and collecting banking products; I am very organized, meticulous, endowed with good interpersonal skills, and a competitor who is focused on performance as well as the results produced by my work.


Currently working on project Alba as a Freelance through Momenta group, my main task is to identify banking, and credit risk by implementing new processes or improving the current one. Thanks to my analytical mind, I carefully monitor operational risks and study statements from different departments. Appreciated for my relational ease, I am able to communicate with all types of interlocutors.


I have an ability to coordinate schedules, lead teams and manage my deadlines, good communicator, I know how to create links due to my strengths in terms of versatility and priorities.


I am currently looking for new challenges, and wish to join an organization to which I could bring my dynamism and my taste for challenge.

Overview

5
5
years of professional experience
12
12
years of post-secondary education

Work history

Consultant case Handler

Momenta Group
Bournemouth
07.2021 - Actuel
  • This is a work from Home position as a Freelance
  • Chase customers regarding repayment plan in place
  • Have an understanding/investigate reason why repayment plan are not kept, and building a chart on the back of that
  • Proposed solution/improvement based on the chart
  • Discussed wider issues regarding financial difficulties and complaints handling


Manager

Richmond Group
Bournemouth
11.2019 - 06.2021
  • Managing a team of 5 people within the collection department
  • Audit calls and provides feedback as well as ways of improvement
  • Responsible for my team rota, absences, or lateness
  • Make changes/improvements to reduce the cost and/or improve the customer experience
  • Worked with the legal team in order to set up a pre-Litigation team in house
  • Use of Zendesk, and CRM

Collection Account Manager

Amigo Loans
Bournemouth
03.2019 - 10.2019
  • Inbound or outbound calls from customers in arrears with their loans repayments
  • Assessing the reason of the arrears, and discuss options available to them
  • Assess the customer's finances
  • Offer support in regard to mental health
  • Set up repayment plan with customers, and follow up

Complaint Handler

Barclays Bank
Bournemouth
09.2017 - 03.2019
  • Receive and acknowledge complaints from customers or, CMC
  • Assess the complaint against internal evidence
  • Contact customers for further information, if necessary
  • Reach a fair and impartial outcome based on the evidences, and the customer testimony
  • Provide the customer with a Final Response Letter.

Customer Support

Conduent
Bournemouth
12.2016 - 08.2017
  • Take inbound calls and support customers with queries related to Google services and products
  • Support customers over phone, chat, and E-mail
  • This was a French language Position.
  • Use of the CRM
  • Raise complaint queries

Education

Pre-Litigation Agent - Internal Trainning

Richmond Group
Bournemouth
03.2019 - 06.2021

Underwriter and Risk Agent - Internal Training

Barclays Bank
Bournemouth
09.2017 - 03.2019

ESOL Level 2 - Language School

St. James School
Cork
01.2012 - 12.2013

A-Level (Advanced Level) - Finance

Lycee Blaise Pascal
Libreville
09.2004 - 06.2011

Skills

  • Knowledge of banking products
  • Banking analyst
  • Knowledge of CRM platforms, (Salesforce & Zendesk)
  • Ability to manage my own work, and prioritised them based on Business needs
  • Good communication skills
  • Bi-lingual (French and English)
  • Target and data focus
  • An eye for improvements and changes, always looking for a challenge

Languagues

French
Langue maternelle
English
Bilingue
Spanish
Intermédiaire (B1)

Additional Information

  • Art
  • Music
  • Gym/Sport
  • Travelling and learning new cultures

Timeline

Consultant case Handler

Momenta Group
07.2021 - Actuel

Manager

Richmond Group
11.2019 - 06.2021

Pre-Litigation Agent - Internal Trainning

Richmond Group
03.2019 - 06.2021

Collection Account Manager

Amigo Loans
03.2019 - 10.2019

Underwriter and Risk Agent - Internal Training

Barclays Bank
09.2017 - 03.2019

Complaint Handler

Barclays Bank
09.2017 - 03.2019

Customer Support

Conduent
12.2016 - 08.2017

ESOL Level 2 - Language School

St. James School
01.2012 - 12.2013

A-Level (Advanced Level) - Finance

Lycee Blaise Pascal
09.2004 - 06.2011
Martin BrenugatSenior Case Handler