Summary
Overview
Work history
Education
Skills
Personal Information
Custom
Affiliations
References
Timeline
Generic

Michael Cunningham Montague

Fareham

Summary

Accomplished professional with expertise in customer service, stakeholder management, and team supervision. Demonstrates exceptional skills in complaint handling, communication excellence, and decision-making autonomy. Proficient in process improvement understanding, KPI tracking, and staff management, with a strong focus on employee coaching and mentorship. Adept at task prioritising and fostering motivational mastery to drive team performance. Committed to delivering operational efficiency while maintaining tolerance and patience in high-pressure environments.

People-orientated Team Leader successful in delivering revenue and strategic initiatives. Aligns workplace culture with organisation mission and values. Looking for new role where hard work and dedication will be highly valued.

Overview

25
25
years of professional experience

Work history

Claims Assessing Team Leader

Markerstudy
Portsmouth
03.2022 - 06.2025
  • This role entails, stakeholder management, working with various reports and excel.
  • As well as managing a team, I ensure that work has been assigned to the entire department on a daily basis, making sure the oldest claims are cleared and we are working within the brand partners contracted SLAs.
  • I also built relationships with a Polish team outsourced through Capita and ensuring they had support.
  • I have helped with audits conducted by our brand partners and attended meetings as a claims subject expert.
  • I have learnt to build relationships with brand partners and Senior Management.
  • Implemented new working methods which improved overall efficiency of the team operations.
  • Introduced innovative solutions which maximised output without compromising quality.
  • Increased team cohesion by implementing regular feedback sessions.
  • Monitored daily operations whilst reducing operational cost significantly.
  • Developed strategies for improved performance level across the team.
  • Resolved conflicts effectively, promoting harmony within the workforce.
  • Streamlined workflow for a more efficient process.
  • Handled employee grievances professionally, minimising potential workplace disputes.
  • Coordinated daily tasks, ensuring smooth workflow within the team.
  • Conducted regular performance reviews to identify areas of improvement for each team member.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Coached team members through new or difficult workflows.
  • Delegated tasks to make best use of individuals' skills.
  • Collaborated with colleagues from different backgrounds to tackle new challenges.
  • Fostered positive employee relationships through communication, training and coaching.
  • Upskilled team members by planning and delivering training workshops.
  • Led team of 18 to achieve KPI targets and successfully complete assigned projects.
  • Translated senior management directives into actionable front-line policies and implemented changes with staff.

Complaints Handler

Markerstudy
Portsmouth
03.2017 - 03.2022
  • This role was handling and helping customers with their complaints.
  • This included taking inbound and making outbound calls to customers to help with their concerns, composing letters and emails to customers in response to their complaints.
  • I worked closely with RCA and FOS liaison officers, we would learn from trends and FOS referrals best working practice and process changes.
  • Analysed trends in complaints received, identifying potential areas of improvement in service delivery.
  • Collaborated with stakeholders to accurately resolve disputes within specified timeframe.
  • Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
  • Provided constructive feedback based on personal experiences on the job which contributed towards policy changes aimed at reducing recurrence of similar issues.

Admin Agent/Senior

Markerstudy
Portsmouth
09.2015 - 03.2017
  • This role included, manually renewing policies, adding and triaging claims to the system and responding to Customer Query emails.
  • For a period of around 7 months, I was also a Senior Agent managing a small team of Admin Agents, who would enter claims on the system.
  • I would manage their workloads and targets to ensure the department was running efficiently.
  • Improved customer trust by establishing open lines of communication and effectively handling enquiries.
  • Maintained high standards of professionalism whilst interacting with clients or colleagues.
  • Fulfilled client requests within agreed timeframes to maintain satisfaction.

Call centre agent

Markerstudy
Portsmouth
09.2014 - 09.2015
  • My daily duties included, providing a high level of customer Service across all of our brands on our Pet Service and Claims Department.
  • This entailed, solving customer queries and complaints, amending and renewing policies, and talking customers through how their pet policies work.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints.
  • Fulfilled administrative duties such as filing, copying and faxing documents when required.
  • Documented all phone interactions for record keeping and quality control purposes.
  • Provided technical support for customer issues, demonstrating problem-solving skills.
  • Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
  • Resolved conflicts in a respectful manner, promoting a positive image of the company.
  • Facilitated positive customer experiences with attentive service.
  • Managed high volume of inbound calls, ensuring swift response times.
  • Improved team productivity through effective collaboration and teamwork.
  • Assisted in training new staff members, fostering a supportive work environment.
  • Handled customer queries focused on first-call resolution.

Bingo Steward - Assistant Manager

Crown Bingo
North End - Portsmouth
05.2002 - 04.2014
  • My role included, ticket sales, front of house, kitchen and bar work as well as Bingo calling.
  • This role centred around face to face customer service and providing a top service to our daily regular customers.
  • I worked my up through the company from Steward to Supervisor and then to Assistant Manager until I was made redundant due to business closure.
  • Adhered to health and safety regulations to maintain a safe working environment.
  • Collaborated with team members for efficient workflow during peak hours.
  • Served customers courteously whilst maintaining a calm demeanour under pressure.
  • Delivered exceptional customer service for enhanced guest experience.
  • Participated in training sessions for enhanced professional development.

Crew Member

McDonalds
Portsmouth
05.2000 - 05.2002
  • My role included, serving customers, cooking, cleaning and supervising dining area staff.
  • Operated cash registers accurately, ensuring proper handling of transactions.
  • I did this job part-time whilst studying at college. This taught me face to face customer service skills, time management and was my first experience training and managing people.
  • Collaborated with team members to maintain a friendly work environment promoting productivity.
  • Executed daily operation procedures ensuring adherence to company's policies.
  • Coordinated with kitchen staff for timely preparation of orders reducing wait times for customers.
  • Participated in regular stock takes helping manage supplies efficiently.
  • Adhered to strict hygiene practices while handling food ensuring safety at all times.
  • Assisted in staff training to enhance teamwork and improve service delivery.
  • Delivered consistent high-quality service contributing to the positive reputation of our establishment.
  • Maintained immaculate cleanliness standards by regularly cleaning and sanitising workstations.
  • Handled high-pressure situations calmly providing solutions promptly.
  • Facilitated smooth flow of customers by effectively managing queues during rush hours.
  • Trained in food safety and hygiene practices.
  • Attended to customers with friendly and accurate service.

Education

GCSES - GCSE'S

St Edmunds Catholic School

A levels - Performing Arts, Dance and Drama

Southdown's College

Skills

  • Complaint Handling
  • Letter/email writing
  • Excel
  • Customer Service
  • Stakeholder/People Management
  • Process improvement understanding
  • Tolerance and patience
  • Leadership proficiency
  • Decision-Making autonomy
  • Motivational mastery
  • Communication excellence
  • Team supervision
  • Staff appraisals
  • KPI tracking
  • Employee coaching and mentorship
  • Staff management
  • Task prioritising
  • C

Personal Information

  • Date of birth: 06/04/84
  • Marital status: Married
  • Place of birth: Portsmouth

Custom

  • Reading
  • Film
  • Comic Books
  • Dance
  • Musical Theatre

Affiliations

  • Reading
  • Music
  • Dance and Musical Theatre
  • Writing

References

References available upon request.

Timeline

Claims Assessing Team Leader

Markerstudy
03.2022 - 06.2025

Complaints Handler

Markerstudy
03.2017 - 03.2022

Admin Agent/Senior

Markerstudy
09.2015 - 03.2017

Call centre agent

Markerstudy
09.2014 - 09.2015

Bingo Steward - Assistant Manager

Crown Bingo
05.2002 - 04.2014

Crew Member

McDonalds
05.2000 - 05.2002

GCSES - GCSE'S

St Edmunds Catholic School

A levels - Performing Arts, Dance and Drama

Southdown's College

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Michael Cunningham Montague