Manni Counihan

Hi, I am Manni and I have many years of experience in customer service and the financial sector. I believe in providing the best customer service by engaging with customers positively and ensuring all their queries are resolved to the highest standard possible. I am a great team player and love to learn new things be it at work or at home.

Helping online users shop and save more by investigating and resolving all user support issues, using Content Management System and Zendesk in a friendly and professional manner. Moderate and respond to user onsite comments/reviews promptly whilst paying strong attention to detail and demonstrating excellent written communication skills. Editing and creating new web content to a high standard making the website more user friendly by adding a personal touch. Ability to keep a cool head under pressure and a positive self-motivated attitude working from home whilst flagging issues with online vouchers and other site issues to in-house specialist team.

For the past 12 months I  have been responsible for many successful grant applications from the local Council, High Sheriff, and Government initiatives. Liaise with local schools to host educational school trips within the community centre, oversee weekly drop-in sessions for local senior citizens and organise regular children’s workshops and trips. Facilitate smooth running of monthly food bank by organising food deliveries, working with local retailers to receive donations, and recording user registrations.

Providing covert audit reports, retail, telephone, online, audio and video services for many businesses across all industries. Ability to pay attention to detail, follow detailed instructions and act in a discrete manner. Adhere to strict deadlines by submitting a high standard of accurate and comprehensive reports. Providing clients a real insight into their customer service, employee behaviours, compliance, and company standards

Coordinated the work of the largest branch in the UK based in Lewisham. Lead, developed the team and acted as the principal link between the branch and other parts of the NCT. Welcomed new parents as valuable members to the charity and provided essential support and workshops. Organised Nearly New Sales to increase charity profits in order to fund parent support activities and assist low-income parents with basic essentials for their newborns                       

I have worked for HSBC Bank in various roles, cities and 3 different countries. My most recent role was a Business Specialist meeting with current and new business customers within the Kensington and Chelsea area where exceptional customer service was vital. This role involved enhancing relationships with our customers by meeting with them on a regular basis to conduct business reviews and identify key areas for growth and profit. Being flexible, ready and available to assist with their to day and complex financial needs. 

Within HSBC UK I have also worked as a Team Manager and Trainer to new recruits within the Commercial Contact Centre. Abroad in HSBC Malaysia and India I have worked as a Cultural Training Coach and Team Manager which included writing and delivering training scripts, workshops and monitoring calls taken by staff to enhance quality and reduce customer wait times.

Mundella Community College, Leicester:

English Literature: B

Language: C 

French: C

Art: C

IT: C

Drama: C

Double Science: D,D

Gateway College, Leicester:

Maths: C

Guru Nanak Punjabi School, Leicester:

Punjabi: A

January 2024:

Currently studying level 2 Business Administration