Carol O'Sullivan

Responsibilities:

• Working in both mainstream and special autism classrooms, supporting children with diverse educational needs.
• Provide general assistance to the teachers, under the direction of the Principal with duties of a non-teaching nature.
• Provide assistance with clothing, feeding, toileting, and general hygiene, being mindful of health and safety requirements.
• Provide assistance to pupils to board and alight from school buses.
• Have experience accompanying pupils or small groups who had to be withdrawn from the classroom for any reason.
• Assisted the teachers in the supervision of pupils during assembly and outdoor recreation.
• Have acted as a bus escort for pupils on out of school visits.
• Provide special assistance as necessary for pupils with particular difficulties.

Responsibilities:

• To add value to the overall Customer Service team by successfully training them on the key aspects of exemplary customer service in the innovative home health testing market.
• Introduce and train new hires on all company technology systems and software.
• Ensure that every new candidate is on-boarded smoothly and experiences a positive start with the company

Achievements:

• Contributed to the Customer Service teams growth from 2 people to over 60 people across Ireland and the U.S. within 3 years.
• Responsible for training new hires to the program, conducting refresher training for existing teams and developing individual training plans.
• Owned and maintained training content, and ensured it was constantly updated with insights from the Operations team. using the LMS system LearnUpon.
• Leveraged a strong passion for business success, and a deep understanding of processes in a constantly changing environment to inspire new hires to perform at their highest capabilities.
• Instrumental in establishing new processes and standard operating procedures when covid lockdowns commenced in 2020 to ensure a seamless transition from office to remote working maintaining a continued positive customer experience.
• Identified trends and analysed data regularly to provide feedback to Product and Tech teams with a view to improving the overall customer experience.
• Developed training plans that ensured agents were equipped to help customers achieve success while using the company's products thereby enhancing overall customer lifetime value.
• Guaranteed positive customer experiences through managing customer complaints, which has ensured that the company has maintained 4.5/5 star rating on Trustpilot for customer service. Created new processes and systems based on complaint findings to continuously improve and enhance the customer experience.
• Managed quality communication, customer support and product knowledge for each client, including high-profile clients such as Google and American Airlines.
• As one of the founding employees of the company I have established and maintained excellent working relations and continued communications with all teams and team members in the company from C-suite leadership to entry-level staff.
• Was a member of the company's overall staff induction team to welcome new hires to LetsGetChecked. As a member of the Customer Service team it was my job to convey the importance of the customer to every new hire.

This start-up has grown in 2018 from approx. 20 employees to over 800 across Ireland and the U.S., requiring me to wear many hats during my time with the company in order to contribute to the companies continued success - a challenge which I have thoroughly enjoyed.

Responsibilities:

• Worked closely with Small Business Owners to develop accurate and cost-effective product marketing plans, analysing results to adjust marketing efforts as needed.
• I helped my clients understand who was most likely to buy and why by demonstrating that changing how they currently performed would produce a high-performance marketing funnel.
• Maintained and ran the day-to-day of the business, accounts, payroll, general admin, office inventory.

Achievements:

• Grew customer revenues on average by 20% via leveraging traditional marketing alone
• Generated all new business by creating a repeatable cadence of prospecting activities
• Identified sweet spot customers and aligned compelling story telling and change management scenarios to effectively communicate value propositions and secure buy-in.
• Utilised industry-specific reports, analysis, and insights to identify persistent business problems and propose innovative solutions, leading to tangible improvements and enhanced client satisfaction.

Responsibilities:

• Solely responsible for driving revenue in this property investment company.
• Generated leads that fit the ideal customer profile and closed all sales qualified opportunities.
• Explored new marketing partnerships and developed successful relationships with clients to further grow the business.

Achievements:

• Formulated marketing initiatives to drive responses to campaign ads which drove revenue increases north of 15% within the first quarter.
• Conducted all due diligence with partner companies before embarking on new projects.
• Grew sales by 40% from existing client base.
• Developed high growth product branding campaigns that grew aggregate sales by 50% in 2008.
• Designed all marketing materials from collateral (video and image content) to booth design at conferences and trade shows.

Responsibilities:

• Responsible for all lead generation, promotion and all other key marketing initiatives across the group.
• Spearheaded all marketing plans and provided key guidance on sales plans.
• Managed a team of 5 in order to promote and sell room rates for the Hotel, self catering apartments and a 2000 seat events facility
• Maximised all hotel room revenues and profits by building relationships with individuals, groups and partner companies.
• Event organising for key customer groups and clients including corporate and leisure/social events.
• Represented the Group at Trade Shows and conferences both nationally and internationally.
• Showcased the Hotel, Conferencing and Theatre venues via tailored tours aligned to specific offerings.
• Grew existing client base significantly by building trusted relationships with key buyers in corporate markets.

Responsibilities:

• Reported to the Marketing Manager and conducted all tasks with a high level of attention to detail and professionalism.
• Negotiated and closed all sales opportunities across the group.
• Developed key relationships to the future success of the group.
• Achieved all KPI's and objectives for this role.