This document is a resume for Nick Mahoney that outlines his professional experience and education. It summarizes that he currently works as a Team Manager at Lloyds Bank where he is responsible for his team's performance and hitting targets. Previously he worked in several customer service and sales roles for companies like Conduit UK, Privilege, and Lloyds Bank. He demonstrates strengths in leadership, coaching, problem-solving, adaptability, and consistently meeting or exceeding targets. His education includes a 2:2 BA in Media Practice from the University of Glamorgan and various GCSE and A-Level qualifications.

1. NICK MAHONEY
263 Cardiff Road
Newport
NP20 3AH
Tel: 07825 287 362
nickmahoney84@gmail.com
Results-orientated, target driven, customer focused. A professional with an extensive knowledge in customer relations
and services-both on the front line, and behind the scenes. A proven track record in delivering targets, and meeting the
needs of my customers. A strong work ethic as an individual, with the ability of translating my strengths into a strong
team performance. Expertise in managing performance, both from my own perspective, and that of individuals without
the knowledge and experience.
WORK EXPERIENCE
Lloyds Bank
Team Manager March 2015 – Present
As a Team Manager, I am responsible for my team’s overall performance, as well as my own. I complete tasks in a
timely and efficient manner, coaching individuals, both as a team, and as individuals. I help advisors deal with customer
queries, but also deal with the customer if required.
I can adapt myself to my team, to deliver on expectations. This role requires hitting targets given to myself, and helping
others achieve theirs. I deliver best practice, and remain professional. I aim to be approachable for others, as well as
focussed on my own goals, to get a balanced performance.
Areas of focus for my team would be to manage their overall performance focussing on Risk, Customer’s in financial
difficulty, and developing them to manage their own performance
I have been tasked with a team trained in a different skill, than I was as an advisor, and risen to the challenge, I have
taken my own time to upskill myself so that I was familiar with the various requirements to help coach my team and deal
with customers where needed. This also helped me understand the skill from a Risk aspect (This allowed me to
significantly help the fraud team resolve a £250, 000 fraud case).
I ‘build the brand’ both in and at home, and an advocate of this for any employer. I am confident in myself, that I am an
excellent representative for any brand I am attached to, and inspire others to do the same, as I feel this is important for
both company image and individual job satisfaction.
I am a quick study, and use this to help others and share best practice. If I see a way to improve a product/service, I will
make that known so improvements can be made, and champion this through. (There was a recent change with the
internet banking service that was only briefed to internet colleagues. Understanding how the change could impact our
customers for the better, I sent this through the channels, and but a delivery pack for all consultants seeing a significant
change within our First Touch Resolution, without the need to hand off to another specialist). This was subsequently
picked up and fed through the channel and is now BAU within all centres.
During this time I have also undergone training in-and taking part in- recruitment for the company. Being able to get
involved at that stage allowed to me to see a number of my own recruits go on to be successful within role

2. Phonebank Consultant. Newport, Wales. October 2008 - March 2015
Telephone banking consultant, responsible for delivering the best service for my customers. Since my time with the
company, I have consistently hit targets for both sales, and service. Due to my experience and knowledge I have been
upskilled to complete more difficult tasks, and given numerous opportunities to experience other parts of the business.
I have been on the ‘cadets’ program, dealing with new-comers to the company. Using my experience to give them the
knowledge, competence, and confidence to take on the role in front of them. On a number of occasions, those I have
helped have developed fast, and given similar opportunities within the company (The last team I helped see through
CADETs resulted in 2 being made managers themselves, and one being a specialist within one of the branches)
Due to my understanding, I have often been used as a constant “go-to” for enquiries, for both peers, and team
managers. This has allowed me to coach peers, deliver briefs that allows me practice in delivering content without
context, and cover for managers where needed. Even be responsible for the entire floor, as manager, where needed.
Privilege
Sales, and Chaperone. Ibiza. May 2008-Aug 2008
As a target-driven, commission-only role. I had to deliver targets on a daily rate. To come in on target, I had to sell
tickets (average of 15 tickets a day), for an event every Wednesday. This was, more often than not, exceeded. Every
other week, I had to chaperone the event. This meant dealing with customers one-on-one, and as part of a group. ,
consult with the bus companies, and the individual bars, to make sure that, from all angles, everything was accounted
for on the night. This allowed me the management skills needed and even the experience in knowing when/what to
delegate to allow others develop skills. It also gave me experience in meeting deadlines, and hitting targets.
Conduit UK
Telephone Consultant. Cardiff, Wales. September 2007 – May 2008
My position was for a Vodafone contract, dealing with inbound queries from customers, delivering/achieving sales and
service needs, and fixing issues on a technical level. I worked closely with the call/floor co-ordinators on occasion to
manage performance levels of others. I was responsible for making decisions on my own accord, as to what needs to
happen to resolve issues, deal with complaints, and resolve situations that were presented to me. As part of this role, I
had opportunity to be placed on a complaints team, whose responsibility was to call-outbound for escalated complaints
that the original advisor could not resolve. I also had the chance to take charge of new advisors, straight from training,
to help them with systems, before the “went live”. On a number of occasions, due to my capability delivering my own
performance, I had to govern others, to make sure performance was delivered by monitoring log-in/log-out for all
consultants on the floor.
Evolution Tiling Ltd
Assistant, Newport, Wales, January 2007- September 2007
This was a manual/physical position. Tiling, grouting, etc. This was a family company, which gave me the chance to
allow a new business the opportunity to get started, up and running. It also gave me a chance to hit targets in a diffrent
type of business, to know that I can adapt my learning style where needed.
Capper & Co Foods Ltd
Shop worker/Shift Manager. Newport, Wales July 2005 - January 2007

3. I started with the company’s local store, straight out of University. Originally general shop work- checkout, unloading of
deliveries, etc. This position evolved in August 2006, when I was promoted to Shift Manager. This allowed me greater
responsibility within my role, including cashing up at shift-end, setting the store for the morning shift, and closing the
store. As part of my role I had to train others for the general shop-working tasks, allowing me to deal with stock taking
and other managerial duties.
*From July 2005 to August 2006 I worked here part-time due to limitations within the company taking on full time, and
had a 2nd
job with Dunelm Mill on the weekend for the same reason*
Dunelm Mill
Newport, Wales. October 2001- August 2006
This was a weekend job that saw me through 6th
form, and University. It was the job that gave me my first experience
with employment, and work ethic. My duties consisted of being situated on a specific department, deal with customer
enquiries, take care of stock levels and promote our products. During my time with the company, I worked on three
different departments with the company. The third section was run solely by myself most weekends, where I delivered
sales targets that often exceeded expectation. I was entrusted by the management with other duties, not necessarily
relating to my role because of the confidence they had within myself taking on extra responsibility where needed, such
as stock ordering, taking delivery, cashing up, etc
EDUCATION (passes)
University of Glamorgan 2002-2005 2:2 in BA (Hons) Media Practice
Lliswerry High School 6th
Form A-Level English grade C,
A-Level Media C
Lliswerry High School 8 GCSE’s C or above