MATTHEW RAINEY
Belfast,Antrim
Summary
Highly motivated and dedicated customer service agent, but in my current role, I have took the responsibility of managing a team, and while it is a new and exciting endeavour for myself, learning and growing in this position has equipped me with the necessary skills to excel. I several years of experience in the role providing exceptional services at FPOC to customers, along with being in developmental roles supporting new starts, tenured teams and helping develop new training material. I hold exceptional communication and interpersonal skills with a drive to learn and a proven ability to work along side others and independently.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Customer Service Advisor
Firstsource
Belfast
01.2023 - Current
- While I have the majority of my experience dealing with customers at FPOC, I have been managing a team since April and following regular Team Leader responsibilities.
- Closely monitoring team performance by conducting observations and tracking key metrics, and identifying and managing underachievers appropriately in a team of 15 agents.
- Keeping in line with daily, weekly, and monthly KPIs and SLAs within my current responsibilities, ensuring all are done within a timely manner.
- Maintaining excellent employee relationships by cultivating a supportive, positive, and helpful working environment.
- Tactfully handling complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
Customer Service Agent
IHGS
10.2021 - 01.2023
- I was dealing with FPOC calls for broadband technical support spanning across 2 different providers
- Servicing customers following the process while keeping within KPIs and SLAs
- SME role was attained less than a year into the role, helping support grad bays, training sessions and team management assistance
Volunteer
Mourne New and Nearly New Shop
01.2019 - 01.2023
- Doing stock taking and assisting with sales, pricing and overall floor management
- Helping arrange collections in the local area
- Organising events and advertisement for the store in local vendors
Education
BTEC Level 3 - IT
Northern Regional College
Coleraine 07.2018 - 05.2018
Providing Financial Services NVQ level 2 - undefined
Global Horizon Skills
Skills
- Strong organizational skills
- Time management skills
- Exceptional communication skills
- Interpersonal skills
- Ability to lead meetings
- Ability to organise meetings
- Detail-oriented
- Ability to handle multiple tasks
- Experience testing new processes
- Experience implementing feedback
- Excel Proficiency
- Emerging Leader Certificate
Certification
- Emerging Leader Certificate, Firstsource
- Providing Financial Services NVQ level 2, Ongoing
Hobbies
- Dog walking
- Computer building
- Bee Keeping
- Home Improvement
Timeline
Customer Service Advisor
Firstsource
01.2023 - Current
Customer Service Agent
IHGS
10.2021 - 01.2023
Volunteer
Mourne New and Nearly New Shop
01.2019 - 01.2023
BTEC Level 3 - IT
Northern Regional College
07.2018 - 05.2018
Providing Financial Services NVQ level 2 - undefined
Global Horizon Skills
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