Summary
Overview
Work History
Education
Skills
Custom
Timeline
Generic

Michael Carcary

Northfleet,Kent

Summary

Dynamic professional with over 7 years of experience in customer service, call management coordination, and banking repairs, driving operational efficiency and enhancing client relationships. Expertise in CRM software and adept at managing task completions while maintaining data confidentiality. Skilled in communication and problem-solving, navigating challenging situations to deliver exceptional service. Committed to fostering a collaborative environment and ensuring seamless coordination across teams to optimise service delivery. Passionate about leveraging technical knowledge to enhance customer experiences and support organisational goals.

Overview

15
15
years of professional experience

Work History

Call Management Coordinator

Dieboldnixdorf
Greenhithe, Kent
10.2024 - 04.2025
  • Delegated tickets to engineers and 3rd party companies, ensuring appropriate resource allocation for equipment repairs.
  • Raised and assigned tickets accurately, maintaining urgency and effective communication with stores and 3rd party companies regarding equipment availability.
  • Facilitated seamless information transfer between departments to resolve ticket errors and prevent disruptions.
  • Analysed workflow processes to enhance efficiency and improve overall service delivery.

first level agent

Dieboldnixdorf
dartford, Kent
10.2020 - 10.2024
  • In my role as a first level agent for Diebold Nixdorf, I collaborate with a range of stakeholders including Barclays, Bank of Ireland, UK Post office, M&S , Coop, and Sainsburys to advise banks and retailers on optimizing and repairing their self-service machines through effective guidance via inbound and outbound calls.
  • I am experienced in working under pressure, maintaining efficient and accurate communication across multiple clients and teams. I utilize ticketing systems to ensure timely completion and prioritisation of repairs through effective coordination with engineering and third-party departments
  • Perform remote assistance to diagnose errors on self-service stations in real-time, ensuring efficient resolution of repairs on initial interaction or appropriate escalation within the organization.
  • Proficient in various IT systems such as Microsoft Office, Microsoft Excel, Cisco Finesse, EBS, DNPC, and E-service machine management.

Concierge and Transit advisor

Incentive FM
07.2017 - 10.2020
  • Provided guests/customers inside the mall with an enhanced experience, focusing on enhancing their day and acting as a transit advisor by offering guidance on public transport options and real-time road activity for seamless access to the center.
  • Rectified volatile situations quickly through active listening, conflict resolution and dynamic communication skills.
  • Researched local venues, restaurants and visitor spots to facilitate guest requests.
  • Greeted guests upon arrival, offering immediate assistance and comprehensive information on facilities and services.

Temp Sales Assistant

Next
07.2012 - 09.2012
  • Re-arranging clothes, meeting quotas, restocking merchandise and retrieving stock from back of house.

Work experience

Game
07.2010 - 07.2010
  • Helping customers with advice, cleaning merchandise, arranging stock, deep cleaning the whole store.

Education

BA 3D Digital design and Animation - 3D design and Animation

University of Greenwich

Level 3 Design and Motion Graphics - 3D design and Animation

NWK College
Dartford, Kent

Level 2 Art and Design -

NWK College

Skills

  • CRM software use
  • Staff training and mentorship
  • Efficient problem-solving
  • Phone system adept
  • Data confidentiality
  • Customer experience
  • Helpful and proactive
  • Record maintenance
  • Microsoft Office Suite
  • Objection Handling
  • Advanced product knowledge
  • CRM Software proficiency
  • Technical support
  • Skilled multitasker
  • Product knowledge
  • Deadline adherence

Custom

  • Customer service
  • Ticket sales
  • Lost property management
  • Understanding maps and routes
  • Call handling
  • Guiding customers
  • Microsoft office suite
  • Working with different teams

Timeline

Call Management Coordinator

Dieboldnixdorf
10.2024 - 04.2025

first level agent

Dieboldnixdorf
10.2020 - 10.2024

Concierge and Transit advisor

Incentive FM
07.2017 - 10.2020

Temp Sales Assistant

Next
07.2012 - 09.2012

Work experience

Game
07.2010 - 07.2010

BA 3D Digital design and Animation - 3D design and Animation

University of Greenwich

Level 3 Design and Motion Graphics - 3D design and Animation

NWK College

Level 2 Art and Design -

NWK College

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Michael Carcary