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Customer-focused professional with 15+ years of experience supporting clients in fast-paced, regulated environments. I specialise in clear communication, problem-solving, and delivering reliable, high-quality support across digital platforms. I’ve worked extensively in customer service and customer success roles, handling complex queries via phone and email, managing account issues, billing queries, escalations, and detailed system documentation. I’m highly organised, detail-oriented, and comfortable working to tight deadlines while maintaining a calm, professional approach. I’m tech-minded and quick to learn new tools and platforms, with hands-on experience using CRM systems, digital workflows, and AI-assisted tools to improve efficiency and accuracy. I’m particularly interested in remote, project-based work involving customer support, AI analysis, content review, and data-driven tasks. Reliable, adaptable, and easy to work with — I take pride in doing the job properly and delivering real value to clients.…Customer-focused professional with 15+ years of experience supporting clients in fast-paced, regulated environments. I specialise in clear communication, problem-solving, and delivering reliable, high-quality support across digital platforms. I’ve worked extensively in customer service and customer success roles, handling complex queries via phone and email, managing account issues, billing queries, escalations, and detailed system documentation. I’m highly organised, detail-oriented, and comfortable working to tight deadlines while maintaining a calm, professional approach. I’m tech-minded and quick to learn new tools and platforms, with hands-on experience using CRM systems, digital workflows, and AI-assisted tools to improve efficiency and accuracy. I’m particularly interested in remote, project-based work involving customer support, AI analysis, content review, and data-driven tasks. Reliable, adaptable, and easy to work with — I take pride in doing the job properly and delivering real value to clients.

Gerard OGrady

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Customer-focused professional with 15+ years of experience supporting clients in fast-paced, regulated environments. I specialise in clear communication, problem-solving, and delivering reliable, high-quality support across digital platforms. I’ve worked extensively in customer service and customer success roles, handling complex queries via phone and email, managing account issues, billing queries, escalations, and detailed system documentation. I’m highly organised, detail-oriented, and comfortable working to tight deadlines while maintaining a calm, professional approach. I’m tech-minded and quick to learn new tools and platforms, with hands-on experience using CRM systems, digital workflows, and AI-assisted tools to improve efficiency and accuracy. I’m particularly interested in remote, project-based work involving customer support, AI analysis, content review, and data-driven tasks. Reliable, adaptable, and easy to work with — I take pride in doing the job properly and delivering real value to clients.…Customer-focused professional with 15+ years of experience supporting clients in fast-paced, regulated environments. I specialise in clear communication, problem-solving, and delivering reliable, high-quality support across digital platforms. I’ve worked extensively in customer service and customer success roles, handling complex queries via phone and email, managing account issues, billing queries, escalations, and detailed system documentation. I’m highly organised, detail-oriented, and comfortable working to tight deadlines while maintaining a calm, professional approach. I’m tech-minded and quick to learn new tools and platforms, with hands-on experience using CRM systems, digital workflows, and AI-assisted tools to improve efficiency and accuracy. I’m particularly interested in remote, project-based work involving customer support, AI analysis, content review, and data-driven tasks. Reliable, adaptable, and easy to work with — I take pride in doing the job properly and delivering real value to clients.

Available to hire

Customer-focused professional with 15+ years of experience supporting clients in fast-paced, regulated environments. I specialise in clear communication, problem-solving, and delivering reliable, high-quality support across digital platforms.

I’ve worked extensively in customer service and customer success roles, handling complex queries via phone and email, managing account issues, billing queries, escalations, and detailed system documentation. I’m highly organised, detail-oriented, and comfortable working to tight deadlines while maintaining a calm, professional approach.

I’m tech-minded and quick to learn new tools and platforms, with hands-on experience using CRM systems, digital workflows, and AI-assisted tools to improve efficiency and accuracy. I’m particularly interested in remote, project-based work involving customer support, AI analysis, content review, and data-driven tasks.

Reliable, adaptable, and easy to work with — I take pride in doing the job properly and delivering real value to clients.

Skills

CRM

Leadership

Data Visualization

Experience Level

CRM

Expert

Leadership

Expert

Data Visualization

Expert

Language

English

Fluent

Work Experience

Customer Success Manager at BNY Mellon

November 1, 2021 - December 1, 2024

Proactively addressed customer issues, acted as primary escalation point for complex problems, leveraged data-driven insights to craft tailored strategies, nurtured client relationships, and managed month-end invoicing and journal entries to ensure financial integrity and transparency. Delivered exceptional service and developed training materials to enhance staff performance.

Senior Success Executive at Bank of America Merrill Lynch

June 1, 2017 - November 1, 2021

Main point of contact for CSRs on failed payments, new accounts, and maintenance of high-value accounts; collaborated with multiple departments to ensure verification standards and timely processing of high-value payments; gathered KYC/AML information; managed time-sensitive tasks and served as lead analyst on Brexit-related matters; mentored team and resolved inquiries.

Trade Support Senior Specialist at Bank of America Merrill Lynch

April 1, 2011 - June 1, 2017

Team specialist overseeing high-value money markets and foreign exchange transactions; communicated with clients to address issues; collaborated with traders to allocate funds; supervised on tight deadlines; conducted team training; reconciled discrepancies against ledgers.

Medical Records at St Vincent's University Hospital

October 1, 2010 - April 1, 2011

Managed vascular clinics by organizing and maintaining patient charts, ensuring clinic expectations were met and records accurately filed.

Audit Administrator at Bank of Ireland

June 1, 2008 - May 1, 2010

Collected and processed customer account information; advanced to Global Markets audits, overseeing FX accounts; responsible for customer service operations in Global Markets audits; introduced new procedures reducing average turnaround time from 3 weeks to 3 days.

Security Releases Officer at Bank of New Zealand

May 1, 2007 - March 1, 2008

Part of security release team; managed solicitors, loan repayments, and mortgage documents; trained new staff; developed internal protocols for statistical recording and training; recognized as Team Member of the Month.

Assistant Manager at Espionage Nightclub Edinburgh

May 1, 2005 - March 1, 2007

Assisted in managing venue operations; trained new staff; launched new assessment system to drive staff development; supervised teams of up to 50; handled client and partner complaints and inquiries.

Porter at St Vincent’s Hospital

November 1, 2003 - May 1, 2005

Night shifts as sole porter; coordinated doctors and nurses during emergencies; led lifting operations and motion of medically compromised patients.

Bar Staff at Elephant & Wheelbarrow, Melbourne

December 1, 2002 - October 1, 2003

Ran pub operations during day shifts and managed one of three bars at night; earned bonuses for high sales and performance.

Customer Service Representative at Eircom

August 1, 1999 - January 1, 2002

Launched the new small business division offering Internet services; presented to management; handled high volumes of customer complaints and queries; progressed to senior business role supporting large accounts; contributed to broadband services rollout.