Curriculum VitaeName: 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 CoachFeb 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 checking 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

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.