John Delany

Organised and arranged the schedule of 25 engineers covering Notting Hill Genesis properties across west and south London, ensuring KPIs are exceeded. Engaged with tenants to fit visits around their schedules and liaised closely with NHG Repairs Hub and sub-contractors.

Organised the schedules of over 20 engineers, maximising the number of calls attending in a logical pattern. Contacted tenants to fit visits around their schedules and liaised closely with housing associations.

Actioned tasks on CRM and customer service ticketing systems to meet subscribers' needs in a timely manner, leading to a 20% reduction in subscriber wait times. Reviewed and actioned items in preparation for busy renewal periods and validated policy premiums in database systems.

Provided front-line customer service and administrative support, acting as the first point of contact for visitors, vendors, and internal teams. Coordinated meeting schedules, room bookings, and executive calendars, and prepared client reports and documentation using CRM systems and Microsoft Office.

Reviewed applications for COVID-19 Meal Support, leading to a 33% backlog reduction. Contacted clients to confirm details and resolve conflicting information via telephone and email, and updated protocols and maintained databases.

Innovated filing system and procedures and created comprehensive training material. Prepared, proofread, and edited internal and external correspondences, coordinated vendors and maintenance workers, and maintained tenant and supplier contract information.

Engaged with and improved the customer experience, which led to a 10% rise in attendance. Responsible for large volumes of cash and pay-outs, recording and balancing accounts using Excel, and spearheaded policy changes addressing building safety.

Master of Arts degree in Digital Culture from the National University of Ireland, Galway, completed in 2019.

Bachelor of Arts degree in English and History from the National University of Ireland, Galway, completed in 2017.

Diploma of Guitar from the British and Irish Institute of Modern Music, completed in 2014.