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
Donegal01.2010
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
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