Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Cara Denys

Bettystown,Co.Meath

Summary

Accomplished Team Leader and Coach with a strong background in leading high-performing teams to success. My role as a Team Leader has equipped me with valuable experience in extensive administrative work, data analysis, project and financial management. I thrive in dynamic settings, consistently taking initiatives and demonstrating adaptability. With a keen attention to detail, I've successfully managed diverse responsibilities, including HR cases, payroll processes, and comprehensive data analysis.

What sets me apart is my strong interpersonal skills, facilitating positive team dynamics and building lasting relationships. Personal development is at the core of my learning, and I bring a proactive and growth-oriented mindset to every task. Aspiring to leverage this diverse skill set in an Executive Assistant role, I am confident in my ability to contribute to the success of a forward-thinking organization.

Overview

6
6
years of professional experience

Work history

Team Leader & Coach - French and Italian Market

PayPal
10.2020 - 04.2023
  • Led and coached a dynamic team of up to 30 individuals, fostering a high-performance culture.
  • Dedicated over 15 hours per week to providing performance and life coaching, contributing to team members' personal and professional development.
  • Effectively handled team schedules, optimizing resource allocation and ensuring seamless operations.
  • Organized and facilitated meetings with agents, leadership, Vice President and partners, fostering collaboration and enhancing communication channels.
  • Analyzed data and completed root cause analysis, surpassing company moonshot goal and expectation.
  • Oversaw budget management, employee expenses and invoicing processes for both the team and the French & Italian markets, ensuring financial efficiency.
  • Presented detailed monthly and quarterly business reviews to the leadership and vice president, providing insights and recommendations for continuous improvement.
  • Organized fully team gathering events and leadership travel itinerary, ensuring seamless execution and strengthen team collaboration
  • Coached team members to provide a high level of service to all our customer, resulted in achieving the best Net Promotor Score (NPS) Globally
  • Managed HR cases and documentation, ensuring compliance and contributing to a positive work environment.
  • Coordinated and executed various projects tailored for the French & Italian markets, demonstrating strategic thinking and initiative.
  • Recognized as a Change Management Champion, demonstrating adaptability and leadership in times of transition.
  • Coached, motivated and influenced the team to surpass Key Performance Indicators (KPIs), contributing to overall business success.
  • Developed engagement action plan for France & Italy based on comprehensive engagement surveys, enhancing employee satisfaction.
  • Managed payroll processes, ensuring accurate and timely compensation for team members.
  • Conducted interviews, contributing to the recruitment and selection of top talent for the team.

Customer Assistance Representative - French

PayPal
09.2018 - 10.2020
  • Answered high-volume inbound calls, chats and emails handling multi-skillset enquiries
  • Provided an effortless customer service, focusing on resolution to ensure a outstanding and positive experience for each customer
  • Fully mentored and trained the first wave of our new outsource partners in Dakar
  • Piloted new internal tools in collaboration with product team prior launch, As the Trailblazer for the French market, guaranteeing their effectiveness.
  • Received multiple awards as a recognition for the high-quality customer service, continually high performance and team engagement.
  • Demonstrated extensive knowledge of PayPal products and services, offering in-depth assistance to customers and ensuring accurate and relevant information.
  • Consistently met or exceeded performance targets, including customer satisfaction scores, net promoter score, re-contact rate and call resolution times.
  • Actively participated in continuous improvement initiatives, providing valuable feedback on existing processes and suggesting enhancements to streamline workflows.
  • Engaged with Focus group programs to gather insights, identify trends, and contribute to the development of customer-centric strategies.
  • Successfully managed escalated customer issues, demonstrating strong problem-solving skills and a commitment to finding satisfactory resolutions.

Sales assistant

Applegreen
07.2017 - 08.2018
  • Offered friendly and efficient service to customers, ensuring a positive shopping experience and fostering customer loyalty.
  • Played a key role in stock control and management, contributing to accurate inventory levels and preventing waste or overstock situations.
  • Proactively engaged customers to identify their needs, effectively cross-selling and upselling products to maximize sales opportunities.
  • Shelved and merchandised new products in visually appealing, organized displays to engage customers.
  • Worked energetically to maintain efficient operations during peak trading hours.
  • Managed cash registers and receipts, ensuring accurate financial transactions and contributing to the overall financial integrity of the store.

Education

Bachelor of Science - Integrative Counselling and Psychotherapy

IICP
09.2023 -

Certificate of Higher Education - Coaching

James Martin Academy

Certificate of Higher Education - Art & Graphic Design

SCFE

Skills

  • Fluent in French & English
  • Extensive administrative skills
  • Strong coaching skills
  • Exceptional written and verbal communication
  • Analyzing and problem solving
  • Proactivity and taking initiatives
  • Eager to learn and grow
  • Ability to work effectively in a dynamic environment
  • Efficiently handling a variety of responsibilities
  • Keen interest in psychology and human behaviors
  • Competence with office software (Excel, PowerPoint)
  • Building and maintaining positive relationships


Languages

English
Native
French
Native

Timeline

Bachelor of Science - Integrative Counselling and Psychotherapy

IICP
09.2023 -

Team Leader & Coach - French and Italian Market

PayPal
10.2020 - 04.2023

Customer Assistance Representative - French

PayPal
09.2018 - 10.2020

Sales assistant

Applegreen
07.2017 - 08.2018

Certificate of Higher Education - Coaching

James Martin Academy

Certificate of Higher Education - Art & Graphic Design

SCFE

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