Damian Javier Vedia McMahon

Curriculum Vitae

C/ Marià Villangómez, Nº6, 6ºB, 07015, Palma de Mallorca, Spain971 40 47 22 • 60 60 30 583 • djvmcmahon@gmail.com

Key Skills

Technology

Proficiency in the use of Salesforce and iVector customer service and retail systems Working knowledge and awareness of multiple social media platforms Competent use of Microsoft Office Programs

Languages

English – Mother Tongue (Cambridge Proficiency and EOI C2) Spanish – Fluent reading, writing and speaking Catalan – Competent reading and writing, basic speaking French – Basic reading, writing and speaking

Communication

Excellent written and verbal communication skills Confident and skilled public speaker and singer (part of an amateur acting troupe for 12

years)

Employment History

In resort customer service agent, Low Cost Holidays, Palma de Mallorca(26th May 2015 – Present)

Responsible for attending to the issues and crises, big and small, affecting passengers whilst on their vacations/trips.

Duties involved liaising with various in-house departments and third party partners in order to arrive at a satisfactory resolution to the customer’s problem

Involved being part of a 24-hour office requiring a determined number of night shifts (21:00 – 07:00) per month to ensure clients were attended to at any point during their holidays.

Such shifts involved working with a limited auxiliary team at our disposal, and so afforded us a great deal of agency and authority in making decisions which would best resolve our customer’s issues. This in turn required innovative thinking to best use the authority we were given to achieve an outcome favourable for our clients and limiting the adverse effects of such on the company.

In the event of crises such as air traffic strikes, accidents and attacks duties involved monitoring multiple international news feeds, government websites and social media for updates and information regarding the situation in order to inform superiors and build a dossier on the event which would then be used to decide on company policy regarding our affected clients.

Pre-travel customer service agent, Low Cost Holidays, Palma de Mallorca(18th June 2014 – 31st August 2014)

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Attending to the queries, requests and occasional problems customers had with their bookings prior to travelling.

Duties involved amending bookings in the event of personal tragedies and resolving issues of cancelled or unconfirmed bookings.

Required quick thinking and a working knowledge of company policy so as to make each call as short and efficient as possible so as not to waste customer time. This in turn required quick study and absorption of said company policy so as to provide a reliable working knowledge of how to deal with each issue presented with a minimum amount of hold time.

Consistent high call taker in the customer service team, able to quickly surmise the root of the client’s issue and provide an adequate solution.

Digital Ticketing System Administrator, Mallorca Rocks Hotel, Palma de Mallorca (26th June 2012 – 24th August 2012)

Oversaw the implementation of a new electronic ticketing and reporting system. Involved

o Bug testing the alpha and beta versions of the system and providing concise feedback on how to improve, streamline and make system easier to comprehend and be taught to use.

o Sourcing adequate hardware to work in concert with the software being developed (printers, hand-held scanners)

o Installing said hardware and running tests to ensure each component work in concert with the others.

o Overseeing the installing of a secondary wireless network to ensure all employees using the new system could do so with the use of an efficient connection.

o Teaching employees (who up until that point had been using a manual ticketing method) how to use the new system in conjunction with the new hardware and relaying their feedback to system designers so as to better tailor the system to their needs.

Duties also involved co-managing the box office on concert nights (where system was first implemented). This required the handling of large amounts of cash on a nightly basis as well as innovative thinking to solve any problems with the system which could occur due to its early stage of release.

Private English Tutor, Palma de Mallorca(17th July 2011 – 15th August 2011)

Taught two separate English classes to native Spanish speakers, one at basic level and another at intermediate level.

Summer School Monitor, Queen’s College, Palma de Mallorca(25th June 2011 – 25th July 2011)

Caring for children from ages three to ten and ensuring they were kept attentive and behaved for the duration of the day.

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Education

Glasgow University, (University Gardens, G12 8QQ, Glasgow, United Kingdom)(September 2010 – May 2015)

Law Degree: Graduated

Queen’s College, (C/ Joan de Saridakis 65, Bonanova, Palma de Mallorca, Spain)(September 1995 – June 2010)

A – Levels (2008 – 2010): History (A*) Physics (B) Mathematics (A) Business Studies (A*) Spanish (A)

GCSEs (2007-2008) English (A*) Biology (A) Chemistry (A*) Physics (A*) Maths (A) History (A*) Geography (A) Spanish (A*) P.E. (B)

Hobbies & Interests

I was involved in an amateur dramatics company for 12 years, from the age of 6 till the age of 18. During such time I was involved in several musical adaptations and some dramatic performances in both principal and secondary roles performing in front of a regular crowd of 300 or so. My time there afforded me great confidence and skills in singing, acting and speaking and when not performing shows I lent my time to the lighting department manning the spotlight and other lighting rigs.I maintain a practice of cycling weekly and used my bicycle as my main mode of transportation to my previous place of employment at Low Cost Holidays.

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References

References are available upon request.

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