Summary
Overview
Work History
Education
Skills
Activities
References
Languages
Timeline
Generic

PJ Finn

Toronto,ON

Summary

Experienced in office management and administration, I excel at optimizing productivity, efficiency, and service quality across various environments. As a highly dependable, ethical, and reliable support specialist and leader, I blend advanced organizational, technical, and business acumen to deliver exceptional results. I collaborate effectively with cross-functional teams and am dedicated to ensuring operational and service excellence. With a strong knowledge of service delivery and proven multitasking abilities, I am a committed customer service professional who prioritizes maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Bartender

MJ Byrnes
11.2023 - 05.2024
  • Served high customer volumes during special events, nights, and weekends.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

Senior Appeals Coordinator

Optum
01.2021 - 09.2023
  • Established a consistent method for tracking appeal outcomes, allowing for better evaluation of team performance metrics over time.
  • Collaborated with cross-functional teams to address complex cases, ensuring accurate and fair resolutions.
  • Managed high caseloads effectively while maintaining strict deadlines for case resolution milestones.
  • Developed comprehensive reports for senior management outlining trends, challenges, and progress within the appeals department.
  • Maintained detailed records of all case files, ensuring easy access to necessary information for review or future reference.
  • Reduced backlog of pending appeals through effective prioritization and time management strategies.
  • Conducted proactive audits of closed cases to identify areas of improvement in the appeals process.
  • Ensured regulatory compliance by staying current with industry updates and adjustments to relevant laws and policies.

Information Security Administrator

Prudential Life Insurance
08.2018 - 12.2021
  • Improved incident response capabilities by creating detailed action plans and coordinating with relevant departments.
  • Boosted employee awareness of information security best practices through targeted training sessions and workshops.
  • Ensured compliance with industry standards such as HIPAA or GDPR through rigorous policy enforcement and periodic audits.
  • Supported continuous improvement initiatives by staying up-to-date on emerging threats, trends, technologies, and best practices within the cybersecurity landscape.
  • Assisted in vendor risk assessments to evaluate third-party providers'' compliance with established security standards before engaging their services or products.
  • Managed the deployment of security patches and updates, minimizing system vulnerabilities and exposure to potential attacks.
  • Reduced potential data breaches by conducting regular vulnerability assessments and risk analyses.

Customer Support Specialist

Allsports LTD
06.2015 - 07.2018
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Construction Skilled Laborer

JKS Construction
09.2011 - 04.2015
  • Completed projects on time and within budget by effectively managing time and prioritizing tasks.
  • Installed drywall, insulation, windows, doors as part of constructing energy-efficient spaces for clients.
  • Participated in ongoing training opportunities for skill development, maintaining a high level of expertise within the construction industry.
  • Assisted electricians with wiring installations for power distribution systems in new constructions or renovations projects.
  • Contributed to plumbing installations by preparing pipes for cutting or soldering under the supervision of licensed plumbers.
  • Operated heavy machinery such as backhoes and skid-steer loaders following safe operating practices at all times.
  • Increased project efficiency by coordinating with team members on tasks and responsibilities.
  • Reduced material waste through accurate measurements and efficient use of resources.

Education

ILM award level 2 Team skills and leadership

Health and safety in workplace

Communication

Diversity in the workplace

Level 2 Award in Principles of Business and Administration

FETAC Level 5 in Customer Service, Communications and Sales - Business Communication

FAS
Donegal
01.2010

Junior Cert and leaving Cert -

St Columba’s College
01.2010

Skills

  • Microsoft soft proficiency across all applications
  • IT processes and Time management
  • Customer service skills
  • Punctual
  • Cleanliness and hygiene
  • Organizational ability
  • Handling Difficult Customers
  • Willingness to learn new skills and meet new people
  • Suggestive Selling
  • Customer service expertise
  • Liquor, beer, and wine knowledge
  • Patience and Tolerance
  • Strong multitasking
  • Customer Service
  • Payment Processing
  • Highly reliable

Activities

In my spare time I like to travel and play sports. I am big into music and play in a three-piece band at the weekends every Friday and Saturday.

References

References available on request

Languages

English
Professional Working

Timeline

Bartender

MJ Byrnes
11.2023 - 05.2024

Senior Appeals Coordinator

Optum
01.2021 - 09.2023

Information Security Administrator

Prudential Life Insurance
08.2018 - 12.2021

Customer Support Specialist

Allsports LTD
06.2015 - 07.2018

Construction Skilled Laborer

JKS Construction
09.2011 - 04.2015

ILM award level 2 Team skills and leadership

Health and safety in workplace

Communication

Diversity in the workplace

Level 2 Award in Principles of Business and Administration

FETAC Level 5 in Customer Service, Communications and Sales - Business Communication

FAS

Junior Cert and leaving Cert -

St Columba’s College
PJ Finn