Aisling Fox Email & Phone Number

Melbourne, Victoria, Australia

• Ensuring all functions of the Customer Service & Billing Team are being performed with precision and ahead of strict deadlines.
• Leading a team of 15 to achieve a high functioning contact centre.
• Oversee day to day operation, delegate tasks and set deadlines based on workload.
• Monitor team performance, discover training needs, and provide coaching.
• Respond and resolve any escalated or complex issues for customers.

Cork, County Cork, Ireland

• Assisting internal and external stakeholders with resolving queries via written and oral communication channels.
• Performing financial transactions for internal and external stakeholders.
• Booking and scheduling meetings.
• Maintaining customer records using CRM.
• Working as part of a team to reach daily targets and keeping the service level above the minimum agreement level.

Cork, County Cork, Ireland

• Dealing with complaints and requests for refunds from customers.
• Coaching and mentoring of junior staff.
• Toolbox meetings before the beginning of all team members shift to ensure they understood the targets, latest promotions etc. so that they could deliver the best possible service to customers.
• Responsible person for opening and closing the shop (a full inspection of the shop would be carried out before closing to ensure standards were kept).
• All finance related matters for the store (i.e. cashing the tills, balancing cash flow).
• Providing accurate reporting to head office weekly on the performance of the store and identifying items that were best sellers so future promotions could be adapted around these items.