Liam Baldacchino
Mellieha
Overview
7
7
years of professional experience
Work History
Contact Centre Agent
APS Bank
03.2021 - 01.2025
- In my role at APS Banks Contact Centre, I managed a wide range of client interactions ranging from financial services, product support, and issue resolution. I worked in strict compliance with GDPR, internal banking policies, and regulatory protocols. The position demands adaptability, in-depth knowledge of banking operations, and excellent communication skills that are both empathetic and professional. This role also included the use of constantly updating systems across several sectors from excel and word to transaction monitoring and card/cash history that including incoming and outgoing payments and client updates that needed to be reviewed, maintained and updated constantly to follow GDPR and Anti-Money Laundering policies.
- Key Responsibilities:
- - Handle a high volume of inbound calls, identifying client needs through structured troubleshooting and ensuring first-call resolution.
- - Respond to client queries via secure email and the banks encrypted messaging system, managing sensitive documentation related to loans, drawdowns, and account updates with accuracy and discretion.
- - Assist clients with transaction verifications, statement requests, and document provision, ensuring full authentication before releasing any sensitive information.
- - Uphold security standards by protecting client data, especially when dealing with unsecure communication channels, while maintaining a personalized and professional tone.
- Team Collaboration & Leadership:
- - Regularly support junior agents by offering procedural guidance and troubleshooting assistance in the absence of team leads or deputies.
- - Share best practices and handle escalated queries, contributing to a consistent and high-quality service standard across the contact centre.
- - Help maintain team productivity and cohesion by proactively coaching colleagues and supporting smooth daily operations.
- Skills Developed:
- - Advanced understanding of banking systems, digital platforms, and compliance requirements.
- - Strong time management and multitasking skills, with the ability to work effectively under pressure.
- - Refined conflict resolution and de-escalation techniques through empathetic and client-focused service.
Team Leader
M3 World Consultancy
03.2020 - 03.2021
- Engaged with prospective and existing clients to promote service packages that offered access to networking opportunities, funding, and corporate events. This role required meeting daily contact targets and monthly sales quotas.
- - Managed client relationships from the initial point of contact through to post-sale follow-ups.
- - Provided team leadership by training other agents, organizing schedules, and ensuring efficiency in the sales department.
Road-side Assistant Agent
Mapfre Middlesea Assist
02.2019 - 10.2019
- - Answered roadside assistance calls, verified client eligibility, and dispatched appropriate support based on the vehicle issue.
- - Processed insurance claim forms by digitizing documentation related to vehicular and medical coverage.
IT Agent
Go P.L.C.
02.2018 - 02.2019
- - Provided technical support via phone for various services including mobile, internet, and TV.
- - Diagnosed and resolved issues while ensuring strict data privacy in accordance with GDPR regulations.
Education
O Level - Mathematics, MATSEC
O Level - English, MATSEC
Skills
- Problem-solving skills
- Customer support
- Know your customer
- Due diligence
- Document review
- AML compliance
- Compliance reporting
- Customer identification
- Transaction monitoring
Languages
- Maltese Native
- English Fluent
- Italian Advanced
Timeline
Contact Centre Agent
APS Bank
03.2021 - 01.2025
Team Leader
M3 World Consultancy
03.2020 - 03.2021
Road-side Assistant Agent
Mapfre Middlesea Assist
02.2019 - 10.2019
IT Agent
Go P.L.C.
02.2018 - 02.2019
O Level - English, MATSEC
O Level - Mathematics, MATSEC
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