Mark Gaiety

Career Summary A Senior MVS/JES2 Mainframe Computer Operator with extensive experience within the Insurance/Financial services Industries. Excellent interpersonal skills with IT customers/ external and internal service providers. Maintaining open communications between various members of the Operations team. Focused on ensuring Business SLA’s are met, also meeting Operations objectives. Experienced in creating and maintaining operational procedural documentation. Always willing to take on extra projects to streamline and develop Operational environment/software. Strong Technical Knowledge of Mainframe and Desktop environments with a strong ability to problem solve. Leadership capabilities include people management and taking over shift leader responsibilities in times of need. Strong track record of working in a team environment. Career History______________________________ April 2016 - January 2018 Sykes Australia -Customer Service Banker (Westpac Account) Motivated team player in a heavily team driven environment Adhering to all high standards set out by Sykes Australia relating to personal/ team performance Management reporting and inter-departmental communications Building and maintaining rapport with multiple Sykes stakeholders Resutls orientated team member, who consistently achieved high stats Responsible for taking customer calls in relation to personal banking needs Strong knowledge of Westpac related banking systems, including: - Credit cards - payments/ emergency replacements/ addressing technical issues in back-end systems - Personal banking accounts - resolving customer problems related to various bank account issues both customer based and bank side errors. - Term Deposits - establishing, maintenance and funds dispersal. - Monitoring Westpac's Social Media platform (Lexor) including: - answering customer enquires/ organising emergency card replacements for both domestic and international customers. Maintaining Westpac's Social Media image and protecting the Westpac Global brand.