Zara Coughlan Email & Phone Number

Cork, County Cork, Ireland

Cork, County Cork, Ireland

• Manage document validation team and court case management team, including updating and implementing changes to document type and ensuring all requirements are achieved.• Establish and maintain relationships with personnel across the business, clients, and foreign governing bodies.• Develop employees in their future careers and conduct performance appraisals.• Ensure team successfully achieves all SLAs and KPIs.• Create and update all training and SOP documents in line with GDPR.• Monitor Service Level Agreements and introduce workflow improvements.• Schedule and conduct interviews with potential candidates.

Cork, County Cork, Ireland

• Review collections team and set up training classes to improve overall collections process.• Lead the setup of a new business collection team that exceeded monthly and yearly targets.• Agree monthly and yearly collections targets with clients.• Recruit and interview candidates suitable for collections environment.• Responsible for all training, coaching, and implementation of process changes for collections team.• Report directly to client and host monthly meetings with clients and senior management.• Create monthly forecast and schedules for calls and payments.• Liaise with Forecasting and Scheduling analyst, review team’s FTE requirement, and create new schedule rotation to handle incoming call volumes more effectively.• Provide coaching and training to team members, in 1:1 exercises and large group sessions.

Cork, County Cork, Ireland

• Build relationships with clients through monthly business reviews, call calibrations, and Voice of the Customer sessions.• Present analysis on websites to make them more user-friendly for customers and reduce call volumes to the centre.• Work with Business Improvement Analysts to introduce process improvements, productivity, efficiency, Average Handling Time reduction (use Gemba reports to manage and track performance).• Provide coaching and training to team members to ensure high quality of customer service.• Achieve KPIs and SLAs set by the client as per the contract; improve and maintain team morale and performance.

County Cork, Ireland

• Provided exceptional customer service, exceeding targets and KPIs• Demonstrated product expertise, advising customers on suitable options• Collaborated with cross-functional teams to resolve customer issues and ensure satisfaction• Participated in training sessions to improve knowledge and skills