Sofie Kennedy Email & Phone Number

Ireland

What I do:* Support our Dublin and Cairo advisors with all incoming customer queries * Monitor and handle incoming Legal / PR related cases* Monitor and handle incoming VIP cases/complaints* Monitor and handle incoming GDPR cases* Review and handle our Trustpilot accounts and other social media channels when required* Liaise with our Partner and Supply management team for customer resolutionsAs an Escalation supervisor, I do my utmost to resolve/address all queries that come through to me as efficiently as I can, so that we can deliver excellent service and offer a seamless experience for our customers and partners. I am very much in the mindset that I want to try and resolve issues here and now; first-time resolutions. With this, I am not afraid to take ownership of whatever it may be and make sure I look after it until fully resolved. I consider myself a doer. Handling challenging complaints and queries is something that excites me. What has been said about me?- positive can-do attitude (e.g. warm and friendly in interactions with colleagues and customers; motivates team by focusing on what is within our control)- ownership and delivery (e.g. accepts all tasks presented and follows up in a timely manner; views team's workload as shared)- empathy (e.g. demonstrates great appreciation for the circumstances of customers and advisers)- resolution (e.g. focused on first-time resolution; takes balanced decisions based on policy/customer loyalty and retention/customer circumstances/advisors' well-being)"Sofie is at the forefront of the escalations team in terms of attitude, work ethic, emotional intelligence, and output. She has played an instrumental role in setting up the team. She excels in her day-to-day activities and acts as a very positive ambassador for the team"

Sandyford

Credit control, Team leader admin, Business cards, complaints co ordinator, Lending

Certificate, Management And Leadership

Fetac Level 5, Travel And Tourism