Experience

Careline International Moving & Storage

• Ireland
• Freight and Package Transportation
• 1 - 100 Employee

• Warehouse Manager

  • Nov 2022 - Present



Musgrave

• Ireland
• Retail
• 700 & Above Employee

• Depot Operative

  • May 2022 - Nov 2022



Lifeline Relocations Ltd

• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Warehouse Manager

  • Jul 2021 - May 2022



Irish Relocation Services

• Ireland
• Human Resources Services
• 1 - 100 Employee

• Lead Manager

  • Nov 2018 - Nov 2019

  • Working within the Team to provide Relocation Services to the employees/transferees of International Corporations • Liaising with our Global partners and professional colleagues • Directing our Relocation Consultants who provide the face to face services to the transferees • Negotiation with Landlords and Estate Agents to secure cost efficient accommodation for transferees • Maintaining records of payments on behalf of transferees • Raising invoice instructions and tracking outlay on behalf of clients to ensure recovery • Co-ordination of Moving services, particularly as part of our Relocation package and to pro- actively promote this service as part of our Relocation service offering



Prepaid Financial Services Limited (PFS)

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Customer Service Manager

  • Aug 2016 - Jun 2017

  Ensure that the performance of the call centre meets the SLA and KPI requirements. Accomplish support desk human resource objectives by performing recruiting, selecting, training and overall management of employees. Provide leadership development of supervisory team as well as coaching, motivating and retaining staff. Respond to escalated queries, emails and act as a primary contact to respond and resolve customer enquiries and complaints in a timely, accurate and professional manner to ensure follow-through, completion and satisfaction. Track support centre goals for First Time Call Answered, Abandon Rate, Average Speed of Answer, Average Contact Length and Service Levels, reporting to management weekly, quarterly and annually. Monitor staff attendance and performance and addresses any concerns with the guidance of Human Resources Review and approve staff time off requests whilst ensuring sufficient staff coverage. Management of the Call Centre Phone system



Chill

• Insurance
• 100 - 200 Employee

• Credit Controller

  • Apr 2015 - Aug 2016

  • Collect payments on past due bills. • Create a list of people who have not made payments. • Ensuring that the customer experience is of the highest level • Organize list according to severity of delinquency. • Utilize computer systems to handle skip tracing. • Inform clients of amount currently owed and the consequences of non payment • Determine whether policy should be referred for cancellation • Ensure that cancellation of policies are stopped if arrears have been paid • Ensure all customer information is correct, including phone numbers and addresses. • Listen to customer's story and determine if debt can be collected. • Offer advice or refer customers to debt counsellors. • Record new commitment to repay debt. • Purge records if debt has been satisfied.



Barclaycard

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Commercial Manager

  • May 2010 - Mar 2014

  • Identifying opportunities for improvements and innovations in all areas of our operations. Driving new initiatives, projects and where possible driving amendments of current systems.• Contributing as part of the Management Team, actively contributing to monthly service review, managing stakeholders’ expectations, driving developments and enhancing services where possible.• Worked on Project Merrick as Customer Services SME. Project is in regards to migration of CS operations from Dublin site. and the migration of customer base to new platform.• Mapping of Customer Services processes and procedures• Mapping of reconciliations Processes and procedures• Mapping of Fraud processes and procedures• Use this data to analyse trends and suggest areas for improvement.• Performed UAT (User Acceptance Testing) of VisionPlus• Supported in live proving of cards • Excellent analytical skills with a strong commercial awareness

• Deferred Debit Team Leader

  • Aug 2007 - May 2010

  • Overall responsibility for the management and optimization of the Deferred Debit Product’s main operations office in Dublin. • Organizing and coordinating the office staff (Customer Service calls, e-mails and calls, Finance, Monthly staffing) • Ensuring the systems and resources are in place to maintain a high level of customer service while maintaining efficiency and cost control. • Maintaining a strong relationship with On Site Managers and working with Barclays branches throughout the World. • Identifying opportunities for improvements and innovations in all areas of our operations. Driving new initiatives, projects and where possible driving amendments of current systems.• Managing and leading a team in line with all HR procedures such as half year development reviews, setting targets etc. Leading the coaching, supporting and overall development of all working in and supporting the Deferred Debit Portfolio.• Involved in recruitment creating role profiles for positions.• Contributing as part of the Management Team, actively contributing to monthly service review, managing stakeholders’ expectations, driving developments and enhancing services where possible.• Liaising with key stakeholders to provide updates on the status of the Deferred Debit department and any updates or changes which include, providing thorough and consistent monthly reports as requested detailing staff progress and operative statistics. • BCM Coordinator for GRCB Centre WE Dublin – Sales and Service – Euro Dollar Card

• Assistant Team Lead Deferred Debit

  • Jan 2007 - Aug 2007

  • Investigate customer's problems and find solutions.• Communicate with customers via phone, email, or letter.Train, customer service agents.• Provide scripts to read from during phone calls.• Handle incidents that cannot be resolved by agents.• Resolve complaints and order issues.• Ask customers to provide feedback on agents and customer service experience.• Keep abreast of new company products and services.• Issue refunds to customers.• Oversee product exchanges and returns.• Analyse data and statistics.• Compile and print reports on overall customer satisfaction.• Isolate and identify areas of improvement.• Train agents on how to adequately address problem over the phone or how to write correspondence.• Work with management on customer service initiatives.

• Customer Service Representative - Deferred Debit

  • Jul 2006 - Jan 2007

  • Resolve customer complaints via phone, email, mail.• Use telephones to reach out to customers and verify account information.• Greet customers warmly and ascertain problem or reason for calling.• Cancel or upgrade accounts.• Advise on company information.• Take payment information and other pertinent information such as addresses and phone numbers.• Place or cancel orders.• Answer questions about terms and conditions.• Act as the company gatekeeper.• Suggest solutions when a product malfunctions.• Handle product recalls.• Attempt to persuade customer to reconsider cancellation.• Inform customer of promotions.• Utilize computer technology to handle high call volumes.• Work with customer service manager to ensure proper customer service is being delivered.• Close out or open call records.• Handle changes in policies or renewals.

• Collections Agent

  • Dec 2005 - Jun 2006

  • Collect payments on past due bills.• Create a list of people who have not made payments.• Organize list according to severity of delinquency.• Utilize computer systems to handle skip tracing.• Inform clients of overdue accounts and amount currently owed.• Attempt to collect payment.• Review terms of conditions.• Ensure all customer information is correct, including phone numbers and addresses.• Listen to customer's story and determine if debt can be collected.• Set up repayment plans.• Offer advice or refer customers to debt counsellors.• Record new commitment to repay debt.• Send statements of delinquencies to credit bureau.• Purge records if debt has been satisfied.• Report satisfied debts to appropriate credit bureaus.• Print reports for management.• Purge records from deceased people.