Carmel Byrne
Dublin
Summary
Highly motivated team player with strong communication and leadership skills. Demonstrates a natural ability to build rapport and develop effective relationships. Performs well under pressure with unwavering commitment to integrity.
Overview
22
22
years of professional experience
Work History
Manager
KennCo Insurance
Rathfarnham
01.2014 - Current
- Oversaw team consisting of 22 sales and customer service agents
- Provided coaching to improve performance
- Optimised processes for monitoring Key Performance Indicators
- Streamlined CRM processes for better efficiency
- Maintained strong relationships with internal teams and external companies.
- Enhanced renewal success rate through effective strategies
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to improve customer service and customer experience.
- Analysed customer feedback data to develop action plans for improving services offered.
- Ensured compliance applicable to industry standards.
- Organised training sessions for employees.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain cover in each department
- Recruited and hired qualified candidates to fill open positions.
- Resolved customer complaints and issues efficently.
- Enhanced team morale and retention through career development opportunities.
- Directed recruitment, hiring, and training of new staff members.
- Led a team of 22 employees, including 2 supervisors, ensuring high productivity and excellent customer service.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback. Facilitated monthly team meetings
Senior Renewal Administration
Sheridan Colohan Insurance Brokers
Wicklow Town
07.2012 - 12.2013
Personal Lines Account Executive
Sheridan Colohan Insurance Brokers
Wicklow Town
01.2005 - 07.2012
Personal Lines Account Executive
McGivern Flynn & Co Ltd Insurance Brokers
Dublin
10.2002 - 01.2005
Personal Lines Account Executive
Bank of Ireland Insurance Services
Dublin
10.2002 - 01.2005
Online Support Agent
Education
Diploma - HR Management
UCD Professional Academy
01.2021
APA - III
01.2016
Diploma - First Line Management
NCI
01.2006
Leaving Certificate -
01.1996
Skills
- Strategic Planning
- Policy Implementation
- Staff Development
- Business Administration
- Operations Management
- Performance Management
Timeline
Manager
KennCo Insurance
01.2014 - Current
Senior Renewal Administration
Sheridan Colohan Insurance Brokers
07.2012 - 12.2013
Personal Lines Account Executive
Sheridan Colohan Insurance Brokers
01.2005 - 07.2012
Personal Lines Account Executive
McGivern Flynn & Co Ltd Insurance Brokers
10.2002 - 01.2005
Personal Lines Account Executive
Bank of Ireland Insurance Services
10.2002 - 01.2005
Online Support Agent
Diploma - HR Management
UCD Professional Academy
APA - III
Diploma - First Line Management
NCI
Leaving Certificate -
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