Niall McLoughlin

• Serve as Account Lead for high stake customer NatWest, servicing their issues and being the point of contact for any technical difficulties.
• Investigate customer issues with web service applications to find and communicate solutions to maximize customer satisfaction.
• Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.
• Collaborate with others in support of products, processes and problem resolution. Simulate or recreate user issues to resolve operating difficulties.
• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services.
• Adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs.
• Bring new technology knowledge and training to the team to improve processes and procedures.

• Used Salesforce to track support tickets and document actions.
• Improved system efficiency by implementing new software solutions.
• Delivered reliable, high quality technical support to European Financial Organisations such as Natwest, HSBC and Barclays.
• Handled customer queries via telephone and email, ensuring clear communication.
• Built enduring relationships with clients through excellent service provision over time.
• Applied conflict management to stressed and concerned customers.

• Enhances customer experience by providing high level technical customer service and support according to established policies and procedures
• Serves as technical resource accountable for analyzing, supporting and troubleshooting customer technical support inquiries; provides alternate solutions as needed
• Implements process improvements, formulating recommendations to enhance customer service delivery and minimize inefficiencies
• Assumes responsibility for small-sized projects/initiatives as an individual contributor with specialized knowledge of Mastercard's products/services within a particular discipline
• Reviews customer issue logs and proposes resolutions, escalating issues that require more advanced knowledge
• Gains exposure to Mastercard products/services within a particular discipline or product line