Shannon Hardy
Cyber Security and Financial Services Professional
Birmingham, UK
Summary
Experienced financial services leader with a keen interest in cyber security. Recently up skilled into Cyber Security from Tech Talent Academy. Learned key programming languages/techniques used in Python, JavaScript, HTML, CSS and relational database management skills utilizing SQL . Furthermore gained a solid grounding in Network Security, using Linux in penetration testing. Excellent reputation for resolving problems, troubleshooting, second level tech support, critical thinking, risk management, and improving customer satisfaction. Currently seeking a role as a Cyber Security Analyst.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
5
5
Second Level Tech Support
1
1
Cyber Security
Work History
Complaint Handler and Specialist Customer Care
Barclaycard
Northampton, West Midlands
10.2022 - Current
- Respond to incoming customer inquiries relating to proactive customer remediation initiatives.
- Answer inquiries relating to letters customers received in regards to errors that occurred on their active or closed account(s) with Barclay's.
- Inquiries involve knowledge or many facets of banking including investments, loans, credit cards and bank accounts.
- Top tiered performer as well as trusted and reliable team member.
- Holds reputation of being experienced, knowledgeable banker and can respond to complex inquiries and escalations with ease.
Bilingual Customer Care Manager
Scotiabank
Ottawa
01.2022 - 02.2022
- Identified major financial losses on commercial card portfolio and developed processes which would make dispute processes more seamless for frontline staff. This prevented un actioned cases being written off rather than charging them back to merchants.
- Managed team of 14 customer service officers. Assisted in their development and progress towards other positions.
- Left organization to move abroad.
Bilingual National Consultant
Scotiabank
Ottawa, Ontario
08.2017 - 01.2022
- Top tiered consultant nationally mostly performing second level tech support for 900+ employees in Mexico, Columbia, Ottawa, Toronto and Halifax.
- Averaged 80% score on First Call Resolution as per customer surveys, 5 minute average handle time for call resolution and over 94% adherence.
- Possessed top notch troubleshooting skills and developed troubleshooting abilities of our reps.
- Won 2021 awards ceremony as Top Individual for our Toronto Consultant team.
- Successfully introduced and launched Know Your Customer/Anti-Money Laundering procedures several years ago by teaching and guiding customer service officers on these processes. Furthermore took leading role in reporting unusual transaction activity which uncovered actual illegal activity.
- Consistently delivered highest overall satisfaction on our customer surveys nationally.
- Worked and supervised on special assignments and pilot projects including our Field Team which was responsible for successfully onboarding new employees and developing existing employees into higher level roles.
- Acted as supervisor taking customer escalations on designated internal helpline that serviced contact centres in Mexico, Columbia, Ottawa, Toronto and Halifax.
- Assisted with successful Chase Bank merger at Ottawa Contact Centre Campus.
Bilingual Customer Service Officer
Scotiabank
Cornwall, Ontario
08.2016 - 08.2017
- Assisted team in preventing over $100 000 in losses from customer service front lines during identity theft/fraud outbreak.
- Deliver on all customer experience measures, ensuring consistent level of customer satisfaction through first call resolution, value added advice and solutions.
- Contribute to contact centre efficiency by delivering on productivity goals focused on reducing customer effort and resolving customer requests in timely and accurate manner.
- Contribute to profitability of established financial objectives and targets, by consistently presenting current offers and digital banking solutions and exploring all opportunities available to customers.
- Other supplementary activities include working additional hours to help meet service levels, participating in volunteer activities, write and prepare team meeting minutes.
Education
Bachelor of Arts - Psychology
Concordia University
Montreal 09.2004 - 08.2008
Minor - Marketing
John Molson School of Business
Montreal 09.2006 - 09.2008
Certificate - Cyber Security
Tech Talent Academy
Birmingham, UK 09.2022 - 12.2022
Skills
Second level tech support
Troubleshooting
Risk Management
Identifying Unusual Activity
Anti Money Laundering Initiatives and Regulations
Problem Solving
Customer Relationship Management
Conflict Resolution
Collaboration/Team Work
Leadership
Critical Thinking
Time and Case Management
Timeline
Complaint Handler and Specialist Customer Care
Barclaycard
10.2022 - Current
Certificate - Cyber Security
Tech Talent Academy
09.2022 - 12.2022
Bilingual Customer Care Manager
Scotiabank
01.2022 - 02.2022
Bilingual National Consultant
Scotiabank
08.2017 - 01.2022
Bilingual Customer Service Officer
Scotiabank
08.2016 - 08.2017
Minor - Marketing
John Molson School of Business
09.2006 - 09.2008
Bachelor of Arts - Psychology
Concordia University
09.2004 - 08.2008