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Work experience

Apr 2011Mar 2013

Analyst Support.



- Provide Level 1 technical and Business support for a range of business critical to Microsoft Dynamics CRM.

- Testing and dealing UAT and Production Environment.

- Handle support requests through incoming calls and email requests.

- Complete analysis and investigation of queries related to specific Microsoft Dynamics CRM.

- Liaise with other program and support groups on the resolution of the issue.

- Software bug tracking.

- Responsible for identifying any productivity and quality improvement measures and flagging to Senior team.

- Work with all level of the organization as well as the Companies partners to meet customer business needs.

- Suggest more efficient ways for processing of work; learn new areas for possible future ownership.

Jun 2010Feb 2011


Federal Mogul at IBM.


- Solving customer queries.

- Contact customers to ensure timely payment of all invoices.

- Following customer´s deposits and withdrawals.

- Analyst and maintain updated customer-aging reports.

- Collect, follow up and escalate high quality dispute information as required in accordance with escalation  policy.

- Analyst and maintain updated customer-ageing reports.

- Authorizing the amount of credit for the customer and making financial plans. (Chain of approvals).

  - Liaise with Property manager and solicitors re: problem debtors.

May 2009May 2010

MLB Ltd. (Sportingbet). Online bookmakers.



- Solving customer´s various queries.

- Assisting VIP customers.

- Following customer´s deposits and withdrawals.

- Detecting possible fraud issues.

Jul 2006Apr 2008




- Dealing with insurances and guaranties, futures, swaps, mortgages, currencies, bonds,

finance plans, leasing’s, renting’s, corporate loans, checks, promises notes .

- Solving Customer´s queries, informing about products and services.

- Selling products and services.

- Supervising daily developments of the customer´s different financial products.

- Introduction of data into the system, according to the police established.

- Review of documentation received to study the operations.

- Daily review of the process of checks and promissory notes of our customers.

- Enforcement of security.

- Checking insurance coverage.

- Accounting functions.

Jul 2005Jul 2006


M.B.N.A Bank of America.


- Solving Customer´s Queries.

- Calling to offer products and services (loans, credit cards, PPP insurance).

Dec 2004Apr 2005


CAIXA GALICIA. Spanish Bank.



- Cashier Duties (bank transfers, accounts opening and cancellations, cards administration).

- Cold calling to offer products and services.

May 2004Sep 2004


BANCO DE ESPAÑA. Central Bank of Spain.

Responsibilities: - Book keeping duties, analyzing and supervising Spanish companies.

- The team reported to the Spanish government about the situation on Spanish economy.



Problem Solving.
Trying to find always the best answer of the problems at the minimun business impact for the customer and the company. Having good skills in Problem Analysis, being collaborative problem solving.
Good Skill to communicate with people, keeping the contact and working the loyalty of the customer to the company. Being focus on customer retention and customer satisfaction.
Account Management.
Being on charge of customer accounts, providing service and attending the daily basic of the customer operation.
Customer Service
Dealing with all kind of customer which are involved in the business process.
Live Person.
Customer chat assistance which allows to track incidents or queries.
STAT Graphics.
Stadistic tool to follow business indicators or cross data information.
Stadistic tool to follow business indicators.
I was dealing with the accounting and logistic platform.
IT Service Management
IT Service Management tool allows to follow all system incident related with IT issues.
Microsoft Dynamics
Microsoft Dynamics is a Customer Relation Management Tool which allows to follow all administrative and incident queries related with the basic daily operations.
Microsoft Windows
Full management of the office package Full management of the office package Full management of the Office package.


Travelling is one the most interesting activities to me, which gives me a wide  vision of different cultures and as they interpret the life and human relations.

Cinema and reading books takes part of my time during the weekends.

Sports as football and formula 1 make me to feel active.


Being part of a project as a member team, feeling that my work helps the company to reach the target.  Taking care of the human relations in all aspects of the business,  improving the working enviroment to make that all people feel as part of the project. 


Dear Sir/Madame:

I am very interested in this position, and believe that my education and employment background are appropriate for the position.

I have been dealing in different areas as administration, sales, banking and customer relations, being my last experience in IT Analyst Support. I have developed excellent computer skills including Word, Access, Excel and Outlook. I have obtained a Master Degree in Business Administration. This experience along with my background in both busy retail banking and more recently in several jobs in Ireland, has allowed me to develop excellent communication, both written and oral. I have a confident telephone and helpful customer support manner. I am involving in an interesting IT project at Microsoft which has made me understand how the chain of assistance and resolution of incidents, giving me a wide perspective of as we work in the Organization and that it can be improved.

I have been exposed to and participated in most aspects of managing a business; I produced monthly sales reports that allowed the control of my boss.

I believe that the combination of my business experience and my excellent skills in this area will be a well-suited for the position that you described.

I am a reliable and awkward man with all companies which I have worked hard.

I hope therefore you find the enclosed CV of interest. I am available for interview at any time convenient to you, and I look forward to hearing from you shortly.

Antonio Ferreiro.


Direccion General de Seguros (D.G.S)

Insurance Agent.