1. Curriculum Vitae
Name: Thomas McGrath
Address: 15 Park Road, Ivowen, Kilsheelan, Co. Tipperary.
E-Mail thomaslismolin@gmail.com Phone Number: 087-9000858
Skills
Work effectively both as team member and independently under my own initiative
Experienced in problem solving
Excellent communications skills both, verbal and written
The ability to plan activities and carry them through effectively
Flexible and able to adapt successfully to changing situations and environments
The ability to motivate and direct others
Work well under pressure and in stressful environments while maintaining effective
performance
Ability to manage time effectively, prioritising tasks and able to work to deadlines
Excellent IT and computer skills, able to use Microsoft word, Excel, Powerpoint and use of
databases. Also amateur level web design
Good interpersonal skills with both customers and work colleagues
Work History
Date from and to Company Position
Aug 2012 – Feb 2013 Intellicom Gradbay Coach
Feb 2013 – Present Intellicom Gradbay Supervisor
Role
Supervise, support and mentor new starts to the business
Give direction to gradbay coaches and delegate work when needed
Give constructive feedback to the agents that allow them to remain positive but ensures they
fully understand what errors had occurred.
Ensure knowledge is kept up to date to ensure information given is correct.
Ensure the coaches are completing work to a certain standard, giving the correct information,
portraying the correct attitude and motivating the new starts.
Managing the quality of the new start by reviewing and correcting their work and quality
checking their calls
Answer any questions and proactively check ing for any knowledge gaps
Sending STATs to Operations Manager at the end of day.
Feb 2013 to Present Intellicom Senior Customer Service Professional
Role
Supervise, support and mentor Customer Service Professionals
Support function for delegated tasks from senior staff
Encourage and support Customer Support Professionals to achieve KPI’s
Knowledge of all products, company policies/procedures and systems
Take over manager responsibilities when manager not on site or on leave
Call quality monitoring
Feeding back errors to agents
Ensure quality and care essentials guidelines are being followed by all team members
Meet various targets and key performance indicators
Jan 2012 to Feb 2013 Intellicom Customer Service Professional
Role
Taking Technical support calls on behalf of UPC
Knowledge of all products
Participate in Leads programme to generate new RGU’s for the business
Provide customer and technical support
Ensure quality and care essentials guidelines are followed to assist the customer
Recommend improvements to customer services and packages.
Changing and updating customers packs/contract
Meet various targets and key performance indicators
2. Mar 2009 – Sept 2011 Clancy Construction General Labourer
Role
Assemble products
Unload/load materials
Ensure materials are readily available to block layers
Mixing concrete
Miscellaneous tasks
Oct 2008 – Jan 2009 Dunnes Stores General Store Operative
Role
Presenting stock displays
Assisting customers with queries
Operating cash register
Meet various targets and key performance indicators
Stock control and replenishment
Education
Secondary School
2002 – 2005 Presentation Secondary School, Ballingarry, Thurles, Co. Tipperary Junior
Certificate
2005 – 2008 Presentation Secondary School, Ballingarry, Thurles, Co. Tipperary Leaving
Certificate
2011 FETAC Level 3 communications course Slieveardagh C.I.T.E., Ballingarry, Thurles, Co.
Tipperary
2015 – FETAC level 7 Quality Management - Part 1(EIQA Diploma) LIT Clonmel Campus,
Clonmel, Co Tipperary.
Further Education/achievements:
FETAC level 3 communications
FETAC level 3 computer literacy
FETAC level 3 personal and interpersonal skills
FETAC level 4 information technology
FETAC level 5 customer care
FETAC level 6 Front Line Technical Support
FETAC level 7 Quality Management - Part 1(EIQA Diploma) – Completed, pending results
Certified in basic first aid
Certified in child protection
Black belt in Taekwon-do
Qualified C class instructor in Taekwon-do
Hobbies and Interests
I am a black belt and assistant instructor in Taekwon-do. With this I have attended many competitions
both domestic and abroad. As an assistant instructor it has also allowed me to improve on and try
new techniques for teaching. I enjoy the challenge and complexity of learning a new skill and then
mastering it enough to be able to teach and pass on this technique to others.
I love reading and will often research different topics related to my job and technology. I also enjoy
listening to music and solving puzzles.