Experience

PGIM Ireland

• Ireland
• Financial Services
• 200 - 300 Employee

• Senior Operations Representative

  • Sep 2008 - Present

  As a Senior Operations Representative within the eDG team; I actively received calls on the eDG, FTS,FICS and SS lines. Through this I gained hands on experience of the issues that our clients experience and I am efficient in troubleshooting with them in order to resolve the issue. Within this role I was always willing to assist those around me and I strived to resolve any issues at the point of origin.Currently within my position I strived to obtain 98% or higher in my call coaching on a monthly basis and any feedback I received in relation to my performance I utilized to better my personal progression and the customer experience of the client, which is paramount.I became more involved with the team in relation to training and mentoring, I took over as call coacher for the department and I also worked closley with my TL in dealing with any issues that arose from the Call Coaching and if warranted I met with team members to discuss calls and possible methods of improvement.I complied the Teams daily reports and stats and I was also active in updating the department's SOP as and when required. I was the Supervisor on the floor in the TL's absence for my colleuges and was required to resolve any issue at the point of call.

• Associate Operations Analyst

  • Sep 2011 - Apr 2013

  Working closely on a daily basis with the eCommerce (eBusiness Development Group) Operations and Website Management team to ensure full functionality of over 60 Prudential Websites. Coordinating and managing migration moves, coordination of user and production testing and support the processes and functions as set out by the Operations team. Providing Tier 1 Technical Support of our document workflow application - this is the marketing review submission website that is in place for the enterpriseActively managing the Issue tracking system and providing support to our customers and business partners.Working closely with the Online Service Centre in order to provide Tier 2 technical support we also provide Tier 2 technical support to the Financial Institution Channel's acquisition tool, and also our third party broker website access website. Providing tier 1 technical support of our document workflow application - this is the marketing review submission website that is now in place for the enterpriseAssist and coordinate the test planning, coordinate test script development and execution of user acceptance testing - includes drafting test volunteersProviding 24 x7 production support coverage as part of the On Call initiative within the department.



Spar Express

• Buncrana

• Store Manager

  • Nov 2007 - Aug 2008

  The recruitment, development and training of staff for the store. Rostering and general management of personnel to ensure adequate cover within budgetary provisions. Plan and organise the daily operations of the store while ensuring consistent service was provided to our customers. Communicating with all staff on the performance of the store and areas where improvement was needed if any. The daily and weekly reconciliation of the stores cash, cheques, visa’s etc and dealing with the bank to resolve any banking errors if any arose from the daily banking. Ensuring that customer complaints were kept to a minimum and taking appropriate action when dealing with complaints. Creating reports for the weekly managers meeting and dealing with issues that arose from previous meetings. While ensuring that the KPI's of the store where being achieved.



HPJ Retailers

• Derry

• Deputy Store Manager

  • Mar 2007 - Nov 2007

  Working closely with the branch manager on a daily basis in the running of the branch. Responsibility of the branch in the manager's absence. Carrying out weekly stock checks and dealing with any discrepancies that arose from them. Dealing with the general public. Handling customer complaints with hands on approach, ensuring that the needs of the company were recognised at all times. To maximize sales using branch procedures. Maximising the work rate and productivity of the staff, to ensure that we met our daily targets. Ensuring that the branch was adhering to all health and safety regulations, and dealing with any issues that may have arose from them. Communicating with area managers, directors and other managers using internal communications. The recruitment and training of staff. The reconciliation of the branches daily and weekly takings along with associated paperwork.



Lidl Ireland

• Ireland
• Retail
• 700 & Above Employee

• Senior Store Anchor

  • Jun 2004 - Feb 2007

  Assisting the manager/assistant manager with the general running of the store. Responsibility for the store in the absence of the managers. Dealing with the general public. Dealing with customer complaints, ensuring that all parties concerned were happy with the outcome. Responsible for all monies within the store, which included the reconciliation of the stores daily takings. To maximise the work rate and productivity of the store. Dealing with district managers, auditor’s sales operations managers and other members of head office using internal communications. Responsible for ordering stock to ensure full availability at all times. Balancing the weekly and monthly paperwork. Training new members of staff.