Summary
Overview
Work history
Education
Skills
Timeline
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Pádraigín Mervyn

Belfast,Antrim

Summary

I am a passionate and creative individual, who thrives in a customer service based role. I now have a vast understanding of the telecoms industry, and this is a area that I am extremely determined to progress my career in. I am a big advocate for shared learning, I work well with my peers providing side by side coaching. I am dedicated and hardworking with internal drive to deliver excellence. I always work to increase success through effective work strategies and customer service.

Overview

9
9
years of professional experience

Work history

PIA Validation Desk engineer

Openreach
Belfast
12.2022 - Current
  • Expertly analysing and processing customer documents across multiple systems, so that our network maybe updated effectively and professionally
  • Completing my work conclusively, and balancing duties to ensure my SLAs are met within a 5 day timescale, so that the wider PIA operation continues to run smoothly
  • Answering inbound calls on the PIA helpdesk, helping engineers and our communication providers with general queries in regards to network adjustments, poling information, IT issues, etc
  • Managing a rejection portal, so that I can monitor and handle the amount of challenging cases from communication providers. Ensuring there is minimal rejections to boost customer service, while upholding industry standards. This also allows me to provide peer-to-peer training, and guidance to my colleagues who are onshore and offshore
  • Reporting to PIA managers weekly through a presentation on our date management figures. I use quality assurance skills to ensure KCIs are sent and uploaded to every system for each network adjustment, and that completion targets are realistic and attainable

Telephone Sales Representative

SSE Airtricity
Belfast
10.2019 - 11.2022
  • Handled high call volumes with accuracy and efficiency for optimum productivity
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction. Often aiming to handle complaints on first call resolution
  • Provided accurate, consistent and meaningful advice to customers to boost retention
  • Achieved daily performance targets and KPIs, with over 75% conversion rating. This aided department and personal progression towards sales goals

Customer Sales Assistant

Lush
Belfast
10.2015 - 08.2019
  • Tailoring a unique and personal experience in every consultation, to ensure customer's needs were met
  • Stocked, replenished and organised shelves to ensure consistent levels of product availability.
  • Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.

Education

GCSEs, A-levels -

St. Louise's Comprehensive College
Belfast
04.2001 -

Skills

  • Communication and collaboration- Exceptional verbal, written and presentation abilities aid my relationship with team members, managers and customers
  • Self-motivation- I am able to motivate myself with minimal management to complete my work and reach SLA targets
  • Analytical skills- Data entry, critical thinking, and creativity help me excel at my job
  • Adaptability- Quickly adapted to the demands of a desk-based role, and the rapidly changing standards of the industry
  • Customer service expert
  • Computer skills- Expert user of internal Openreach systems such as Artisan, Piper, NG, Gazetteer, etc I am skilled in the Microsoft office suite, on programmes such as Word, Excel, and Outlook


Timeline

PIA Validation Desk engineer

Openreach
12.2022 - Current

Telephone Sales Representative

SSE Airtricity
10.2019 - 11.2022

Customer Sales Assistant

Lush
10.2015 - 08.2019

GCSEs, A-levels -

St. Louise's Comprehensive College
04.2001 -

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Pádraigín Mervyn