ISMAEL JUBRIAS LOPEZ

Sliema, Malta,

adr2g9@r.postjobfree.com

+346********

PROFILE

A highly motivated, reliable, trustworthy team player who deals with targets and pressure well I am looking for a new challenge in my career.

EDUCATION

Masters in Auditing 1997-1998

University of Santiago de Compostela Santiago, Spain

Degree in Economics and Financing 1995-1997

University of Santiago de Compostela Santiago, Spain

BA in Business Administration and Marketing 1990-1994

Escuela Universitaria C. Empresariales Salamanca, Spain

EMPLOYMENT HISTORY

European Customer Account Advisor Jun 2017 to now

BET365 Stoke on Trent and Malta

-Managing, handling and solving customer’s queries, guiding them through the different products, offers, payments methods, withdrawals, markets and rules.

-Maintenance and update company CRM. Verify customer accounts and be aware of responsible gambling issues.

-Use of some specific tools such as Moxie Channels, Jumio, Verification tool and MS Oficce package.

Information Operator and Customer Service Aug 2014 to Jun 2017

TV SIS SATELLITE Milton Keynes, UK

•Validation and monitoring of all information received from the field and issued in to our data feed, ensuring integrity, accuracy and timely delivery of the data input.

• Providing 1st Line support to SIS customers receiving the data.

• Ensuring the provision of data collation, validation and accurate dissemination from all areas covered by SIS Betting

•Providing information and answering queries.

• Dealing with phone enquiries, Answering calls and taking messages.

• Being polite but firm when dealing with difficult, impatient or upset customer

First line analyst Nov 2016 to Feb 2017

COMPUTACENTER Milton Keynes, UK

Taking inbound calls from users with technical issues with the view to resolve at first contact by providing a high level of customer service to internal and external customers.

Respond efficiently to enquiries and effectively resolve any issues.

Following security processes in line with company processes and regulations

Assistance Sales May 2015 to Sep 2016

BP Milton Keynes,

Ensure to provide a first class shopping experience to every customer.

Be friendly,helpful and provide service to customer, managing any customer queries.

Deal with daily stock control, re-ordering.

Warehouse operative Jul 2014 to Dec 2014

JOHN LEWIS Milton Keynes, UK

Picking orders using warehouse trucks.

Preparing and packing customer orders.

Assistance Manager Jun 2002 to Dec 2013

BANKIA Tenerife, Spain

Give advice plus sell products such as mortgages, insurance, investment funds to customers.

As assistance manager, I used to handle a customer’s portfolio of around 300 Customers with a 3 million in assets including saving and debit accounts.

I worked in Head Office, opened new offices which contributed to the bank’s growth.I was the manager responsible for selling the bank’s products to foreign customers for 6 years.

Accountant Nov -2001 to Jun 2002

TF-PRESS Tenerife, Spain

Managing the purchase and sale ledger for a printing business

Preparing monthly management accounts for executive

Bank Officer Feb-2001 to Nov 2001

BBVA y BANCO ATLANTICO Tenerife, Spain

Identify customer needs and refer customers to appropriate banking services and specialists

Accept money or cheques deposited by customers.

Commercial Banker Jun-1999 to Feb 2001

BANCO POPULAR Tenerife, Spain

Cashier handling Spanish and European Currencies.

Dealt with international customers.

Ismael Jubrias Lopez – Personal Statement

In March 2020 I decided to move from the UK to Malta thanks to the opportunity offered by the company with the same position

Customer service

I have 20 years experience of working in Customer Service environments, providing face to face, over the telephone and by letter and email support, to customers. My face to face customer skills are strong and I am easily able to establish profitable relationships with customers. I have a lot of experience dealing with customers who have experience a failure in service and want to make a complaint, and the same, when bad news has to be delivered to customers because the business cannot provide what they have demanded.

Communication

Through my past work I am able to demonstrate a strong background in administration – a majority of this experience gained dealing with direct customer contact in person, via the telephone, email and written communications. I have much experience dealing with audit and compliance issues gained through my service with the banking system, and have a very ethical approach to the service I deliver – I expect to do the right thing, all of the time, even when nobody is looking!

Managing staff

I have had the pleasure of managing colleagues in the workplace at several points in my career. I have been responsible for recruitment and selection, appointment, appraising and managing the team members in post. I have enjoyed coaching and mentoring staff – finding out how they want to develop and assisting them to make the changes they need to succeed in their chosen career path.

Working in teams

All of my previous roles have required me to be part of a team. This has included working together to cover the needs of the business in terms of service level to our customers, supporting colleagues who are dealing with personal and business challenges, and making sure that I leave a strong audit trail of the tasks I deal with so my colleagues can take over my workload easily with not detriment in service to the customer.

Dealing with IT

I am familiar with Microsoft Office suite, and am competent with using Word and Outlook as communication tools and can deal with spreadsheets to an advanced level. I have used many ‘bespoke’ information systems in previous roles where I have acted as trainer for colleagues within my teams. I have the confidence and skill to learn new IT systems quickly.

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