Resume for Shayne R. for Customer Support / Client Care in Cork, Ireland
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R., Shayne Anthony
Dun Mahon, Tivoli, Lower Glanmire Road, Cork
No. SEGURIDAD SOC.:
Yes Word and Excel, SAP
Customer Service Advisor
Customer Service Advisor in Irelands Largest Outsourcing Company,
working on the Account for Irelands largest Energy Supplier, Electric
• Residential Dept. :
o Handling everyday Queries from Residential Electricity & Gas
o Logging Switch Documents for Customers wishing to return to
o Logging Service Orders for Customers who require
Reconnections/Disconnections, or are having problems with
o Sending out the Daily & Weekly Team Statistic Reports;
o Sending out Returned Errors to the team;
o Duty Manager from every morning – keeping an eye
on Availability; Advisor’s status’ on the Phone; making
sure people’s systems are working; highlighting issues in
the DM Log.
o Team PoC when the TL is unavailable.
o Performed the role of Consultant for the DF AfterCall Survey
Reports while still in its infancy.
o Dealing with issues on the New PAYG Meters, invoice
queries, Meter Issues etc.
o Mentoring New Hires on the floor, making sure that they
have all the help & advice needed to get through their
threeweek GradBay period.
o Doing SidebySide Coaching with other Agents on the
floor at the request of their Team Leaders;
. Talking them through each call, trying to get them to
assess their own strengths & weaknesses;
. Highlighting any issues that I might notice, and
reporting everything in official format back to their
Name & address of Employer: Abtran, Head Office, Building , University Technology Centre,
Curraheen Road, Bishopstown, Cork
Dec Mar :
. OnStreet Fundraiser,
. Informing the public about Concern’s emergency and
. Asking supporters to sign up for a regular monthly
donation by Direct Debit.
Name & address of Employer: Concern Direct Dialogue, North Main Street, Cork City, Cork
Fluent, Native Speaker
Fluent Spoken and Written
Low Level Basic Spoken Understanding
Low Level Basic Spoken and Written Understanding
St Finbarrs College; Business Management Further Education
and Training Awards Council FETAC Level Distinction
Cork College of Commerce; Start Your Own Business Course
University of Limerick, European StudiesBA Unfinished;
Law, Sociology, History, Spanish
Lismore CBS; Leaving Cert Honours
• English B
• Mathematics C
• Business D
• Accounting D
Vientiane International School, Vientiane, Laos
International School of Tanganyika, DaresSalaam, Tanzania
WES Homeschooling, Iringa Tanzania
o I am a member of Lismore Cricket Club and Captain of their First XI.
o AT the start of the Season I was reelected Secretary, Captain, and had the jobs of
Press & PR Officer added to my portfolio.
Notable successes during my time at the Club were;
o Securing the Club’s first ever Sponsorship Deal with The Lismore House Hotel;
o Increasing the Club’s Local, National, and International profile through the introduction of
a Facebook page, a Twitter Account, a Blogging site & a new website, all leading to an
increase in participation & requests for friendlies;
o As Captain, bringing the Club from the bottom of the third Division in to a rdPlace
finish in .
References available on request
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