Emma C. Email & Phone Number

Ireland

Ireland

Drogheda, County Louth, Ireland

Dundalk, County Louth, Ireland

Personalised gifts and clothing for any occasion

Dundalk, County Louth, Ireland

▪ Guided and led teammates. Cultivated a positive and collaborative working environment.▪ Mentored and trained new starters, helping them feel comfortable and serving as a first point of contact for their questions.▪ Worked closely with the team lead to design coaching, action and expectation plans for performance improvement.▪ Scored calls for quality and provided feedback to teammates, along with recommendations for improvement as necessary.▪ Created an easy-to-follow call flow chart to cascade information about a new call flow process. Won a Spot Award for ensuring high call quality through clear communication of information.▪ Updated team stats in Excel and kept all colleagues apprised of progress toward team goals. ▪ Attended regular meetings. Contributed feedback and ideas for new initiatives.▪ Built and maintained positive, effective working relationships with all levels of teammates.▪ Managed complaints with calm, clear communication and problem solving.▪ Maintained the team schedule and wrote reports to support agents with performance improvement.KEY ACHIEVEMENT: Team Performance Turnaround Worked with a team that had a low overall call quality score, jeopardising compliance with FCA regulations. Coached individuals and identified key areas for improvement. Sculpted these into SMART goals, co-creating objectives with agents to increase their buy-in and boost chances of success. Improved the team’s overall quality by 10% within 3 months, with a plan to continue increasing performance beyond this initial gain.KEY ACHIEVEMENT: New Hire Onboarding Found a new hire was underperforming and not on track to pass probation. Collaborated closely with team lead to design an improvement plan. Held 3 coaching sessions per week with the colleague in question to keep them on track for goal attainment. Set a 4-week expectation plan and supported the agent to meet the criteria. Supported them to pass probation within 1 month.

Dundalk, Leinster, Ireland

▪ Provided consistently excellent support and guidance to customers. Upheld high quality scores each month.▪ Ensured positive communications with customers to achieve optimal results and strong client satisfaction.▪ Monitored the status of aging accounts and obtained payment on delinquent accounts.▪ Applied emotional intelligence and reliable instincts to know when to probe customers for further information, whether they were in a vulnerable situation, and when to rely on active listening to gain the best understanding of their needs.▪ Tailored communications and proposed solutions to meet each customer’s unique needs and requirements.▪ Coached customers through complex processes and signposted them to further information or resources as necessary. KEY ACHIEVEMENT: Owning Personal Development to Increase Payments Fell behind personal goals for payments, a key metric on the collections team. Created an Excel file to track payments. Documented details of all payments for 4 weeks and identified which payment types were failing. Adjusted approach to get more payments that were likely to be successful. Improved overall metric performance.KEY ACHIEVEMENT: Promotion to Senior Agent Applied previously for a Senior Agent role but was unsuccessful at interview. Took feedback and enrolled on evening courses in coaching skills. Enhanced skill set to bridge knowledge gap and worked with Senior Agent to gain further insights into the role. Sought out development opportunities and became a go-to mentor for new hires. Made a second successful application and landed the role in 2020.

County Dublin, Ireland

 Answered questions from the customer service team. Tested new customer service technology for the company. Handled and resolved escalation calls from teammates. Managed online customer reviews. Utilised Zendesk, Buffer Reply and Melt Water

Dublin, Leinster, Ireland

Dundalk

Risk Teammate - Selling AllowanceThe Selling Allowance Teammates are required to handle inbound phone queries. They will be expected to deliver a high level of customer service to our customers who contact us to query restrictions, limits and other various blocks affecting their account(s) and promoting a high standard of seller’s performance and behaviours.ResponsibilitiesAnalyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on eBayApply problem solving and good judgment when making decisions to remove/add restrictions to member’s accountsReview accounts in an effort to verify activity and mitigate lossAnalyse account history and trends to take appropriate action on accountsAbility to communicate effectively via telephone by utilizing active listening and clearly speaking to customersBusiness acumen ability to assess seller’s business model & set-up in order to tailor solutions & help seller align their business model to eBay’sUnderstanding of the importance of customer service to businesses in terms of buyer loyalty & how customer-centricity can drive salesProvide a quick and thorough understanding of customer priorities & identify key improvement areas Understand our customer needs & act with the customer in mindPerformance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.Establish trust and relationships between eBay and the communityAchieve Quality, Agent Satisfaction & Metric driven Targets as set out by SupervisorEstablish relationships and closely coordinate with your team supervisor manager and various departments to completely resolve inquiriesDemonstrate strong schedule adherence, reliability and flexibility

Dundalk

 Handled inbound phone queries. Analysed account histories, trends and performance to set seller expectations. Reviewed accounts to verify activities and mitigate loss. Achieved or exceeded all quality, customer satisfaction and resolution targets.OverviewAs part of our UK Community support team, you will be supporting the needs of both UK & Irish buyers and sellers on eBay. We work both proactively & reactively. As a direct point of contact for our customers, you will represent us to a very high standard of professionalism.Responsibilities* Dealing with inbound and outbound calls with eBay High Value customers* Answering emails from eBay High Value customers* Build and sustain an extremely high level of skills centered on sophisticated customer handling and superior communication* Express a significant capacity to troubleshoot all products related to the eBay platform and clearly offer solutions or recommendations* Own customer issues to the point of resolution, keeping customers updated throughout* Ensure all information related to customer issues is logged and tracked* Provide a quick and thorough understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind* Promote & encourage best practice on eBay* Provide direction to Top Sellers on how to improve their business performance on eBay (on Shop Features, Seller Dashboard, DSR’s, Shipping, Policy, etc.)* Be an advocate and ensure satisfaction of the High Value customer group* Provide up-selling, cross-selling and account retention services as directed or needed* Achieve Quality, Satisfaction & Metric driven Targets as set out by Team Leader* Utilize discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer* Ensure you keep up-to-date with all relevant updates/new features by keeping up-to-date with outlook emails/team updates etc.

Dundalk Ireland

Author of Leap of Faith. - July 2013and Have Faith - August 2014Faithless - Summer 2015 http://www.amazon.co.uk/Emma-Carolan/e/B00E8DDP0Chttp://www.ebay.ie/sch/faith_series2014/m.html?item=281494066297&hash=item418a5a9479&pt=Fiction&rt=nc&_trksid=p2047675.l2562Leap Of Faith Book Blurb: Katriona lost her Mum in a car crash at the tender age of four leaving her in the care of her possessive father, Nick. That horrific day and the tragic events to come changed her life forever. This young woman has suffered a lifetime of pain, yet never shed one tear. Hiding her sorrow became second nature, leaving her a shell of a woman, until she met Jason. Never wanting or needing love, Katriona finds herself at crossroad with the young and handsome green eyed stranger, who from the moment they met was determined to tear down the walls encasing her damaged heart. Will she ruin this perfect man? Will he run when he gets to know the woman with no soul? She'll only know if she takes a... Leap of Faith "Breathtaking, unrivaled, a true masterpiece" -AFHave Faith Book Blurb: The twisted, tangled web that is Katriona's life twist more in the tale of untold truths. The internal tug of war she plays between the compelling need to be with with Jason, and the fear of being without him, only leads to more confusion than when this love affair first began.Katriona's world has become so unfamiliar, she barely knows who she is anymore. She wants to control her own life and struggles to find freedom, yet at the same time she needs his love like no other before him.In, Have Faith, Katriona's past creeps into her life, and things that were once hidden are now painfully out in the open.Will her past destroy her future with Jason? Will she ever get past her need to control everything? Will her love for Jason be enough? Is love enough?

Calling debtors to negotiate repayments on the outstanding balances for a number of different clients. keeping the accounts up-to-date with accurate information and log them on the systems. Dealing with queries and disputes and following procedures for each case. Dealing with Clients directly response file and updating the accounts with responses

Dundalk

Calling debtors to negotiate repayments on the outstanding balances for a number of different clients. keeping the accounts up-to-date with accurate information and log them on the systems. Dealing with queries and disputes and following procedures for each case. Dealing with Clients directly via email and updating the accounts with responses.

From the start I was a customer rep for PrePaid customers then I moved up to Bill Pay and was in this position for 2 and half to 3 years Then I move to Retail Support which was a mixture between admin work Risk Prevention and retail staff support

Dealing with customer queries and general helpdesk queries/ Checking new connection Fraud checking and Risk checking customer details to see if they are ok to connect to the bill pay on the network.

Shop floor/Tills/Warehouse

Secondary School

Level 6 Fetact Diploma, Information Technology

Incomplete, Information Technology

Primary School