Thomas McGrath has over 10 years of experience in customer service, technical support, and supervisory roles. He has a strong background in communications, problem solving, and IT skills. McGrath currently works as a Senior Customer Service Professional and gradbay supervisor at Intellicom, where he mentors new agents and ensures high quality customer support. He holds several technical certifications and a black belt in taekwondo, where he also works as an assistant instructor.

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.