Stafford Gaughan
Bangalore
Summary
To be an honest professional, with effective managerial and inter-personal skills. To work in a professionally managed organization that gives me ample opportunities along with responsibilities to explore my potential to the fullest and develop both individually and professionally.
Overview
28
28
years of professional experience
Work History
Specialist - Customer Success (Account Manager)
First Advantage Private Limited
07.2024 - Current
- Currently I handle 200 plus clients.
- Managed relationships with key and at-risk clients, fostering trust and loyalty.
- Supported onboarding and migration with implementation managers.
- Managed client contracts, including renewals, upsells and legal agreements.
- Conducted account reviews to analyze trends and drive strategic decisions.
Customer Service Executive
First Advantage
07.2013 - 11.2023
- Assisting clients and applicants in their queries related to technical support issues and also questions related to background checks.
- Moved to Premier Support team in May 2015 and currently handling email and chats.
- Trained new and existing agents on Employment and Volunteer Advantage platforms.
- Supported the Drug Testing team.
- Received appreciations from clients, applicants and management.
Senior Customer Associate
Aegis
07.2012 - 05.2013
- Assisting customers in order status, replacements, returns and general billing questions.
- Moved to Lenovo chats where the role was the same.
- Took Manager level calls and excelled in all these fields.
- Trained the staff how to de-escalate calls and how to speak to irate customers.
- The process shut down and I left for better opportunities.
Spoken English Teacher
01.2010 - 06.2012
- Taught Spoken English with Grammar and IELTS in Sri Lanka for students, government employees and those who were wanting to go abroad for employment.
- Conducted teacher training programs for teachers in Colombo, Kandy, Galle and Gampaha districts in Sri Lanka.
- Relocated to India to be with my ailing mother.
CSR
HSBC FUTURA
01.2009 - 09.2009
- Worked as a CSR with HSBC net Operations.
- Assisted corporate customers with making large payments and setting up new users for HSBC net.
- Received many compliments from the customers as well as from the branch staff for the excellent service provided.
- Reason For Leaving: Relocated to Sri Lanka as I wanted to teach English.
CSR
HSBC FUTURA
09.2005 - 06.2008
- Worked as a CSR with Customer Telephony Services.
- Handled UK inbound voice process for customer queries.
- Trained staff on products and procedures.
- Reason for Leaving: Had to take care of my mother as she had a heart surgery.
Retail Sales Executive
Snowhite Garments
03.2002 - 07.2003
- Company Overview: One of the biggest men’s garment showroom in the Middle East with its head office in Dubai.
- Responsibilities included managing stock and ensuring all outlets were provided with the right goods.
- Trained staff and organized sales and special offers.
- One of the biggest men’s garment showroom in the Middle East with its head office in Dubai.
- Re-located to India as my mother was not keeping well.
Warehouse Assistant
Triburg Investments
06.1997 - 01.2000
- Company Overview: An Indian company based in Dubai.
- Checked goods shipped in according to the packing list.
- Ensured goods were palletized and racked for storage.
- Provided high quality service to clients.
- An Indian company based in Dubai.
- I left this company as I returned late from my mandatory holiday.
Education
High Secondary Certificate -
St Bede’s Anglo Indian High Sec School
Senior Secondary School - undefined
St Bede’s Anglo Indian High Sec School
Bachelor of Arts - Commerce
Rabindranath Tagore University
Madhya Pradesh, India 04.2001 -
Skills
Customer relations
Quality assurance
Team collaboration
Analytical thinking
Accomplishments
- Received many calls recorded and played back for training purposes.
- Conducted workshops for new staff to keep them updated with changes.
Interests
Fishing
Reading
Personal Information
- Father's Name: M C Gaughan
- Date of Birth: 1972-07-17
- Marital Status: Married
Timeline
Specialist - Customer Success (Account Manager)
First Advantage Private Limited
07.2024 - Current
Customer Service Executive
First Advantage
07.2013 - 11.2023
Senior Customer Associate
Aegis
07.2012 - 05.2013
Spoken English Teacher
01.2010 - 06.2012
CSR
HSBC FUTURA
01.2009 - 09.2009
CSR
HSBC FUTURA
09.2005 - 06.2008
Retail Sales Executive
Snowhite Garments
03.2002 - 07.2003
Bachelor of Arts - Commerce
Rabindranath Tagore University
04.2001 -
Warehouse Assistant
Triburg Investments
06.1997 - 01.2000
Senior Secondary School - undefined
St Bede’s Anglo Indian High Sec School
High Secondary Certificate -
St Bede’s Anglo Indian High Sec School