Conor Russell
Douglas,CO
Summary
Successful Customer Service Advisor with over 5 years of experience across healthcare, hospitality and retail. Proven track record of exceeding customer expectations, resolving complex complaints, training new members and consistently delivering against sales targets. Twice recognised as Employee of the month with Laya Healthcare. Strong communicator with excellent relationship-building skills and a passion for delivering exceptional customer services experiences.
Overview
1
1
Certification
9
9
years of professional experience
Work history
Customer service advisor
Laya Healthcare
2023.08 - Current
- Assisted members with renewal and claim queries through phone and email, ensuring timely resolution.
- Consistently achieved and exceeded monthly sales and retention targets through tailored health insurance recommendations.
- Advise corporate clients on suitable plans and available deals regularly.
- Trained and mentored new team members on customer service, sales techniques and company systems, supporting faster onboarding.
- Lead resolution of customer survey complaints by collaborating with multiple departments and communicating outcomes to members.
- Coordinate with team leaders to resolve complaint issues and take calls.
- Supported team members by addressing complex member queries in the specialised queries room, enhancing overall team knowledge.
Food and Beverage Assistant
Rochestown Park Hotel
2021.09 - 2023.08
- The main aim is to ensure every customer enjoys a five-star experience tailored to their individual needs.
- Assessed customer needs and gathered feedback to enhance satisfaction levels.
- Interact with guests serving their specific requirements.
- Excellent active listening skills and ability to give complete attention to guests during busy periods.
- Managing instructions, meeting guest requests, and liaising with multiple staff across different sectors of the hotel.
- Work as part of a team to plan and set up function rooms.
- Co-ordinated logistics for events, including weddings, galas, funerals, and balls, ensuring meticulous arrangement of all details for successful execution.
- Implemented decoration themes for festive seasons, enhancing atmosphere and guest experience.
Debenhams Sales Associate
Debenhams
2018.01 - 2020.01
- Delivered exceptional customer service, enhancing customer satisfaction and loyalty.
- Resolved customer queries and complaints effectively, contributing to a positive shopping experience.
- Achieved team sales targets and KPIs, alongside supporting the store to achieve store targets.
- Executed seasonal display planning in-store to enhance product visibility.
- Designed regular displays for products around the store.
- Received instructions from management and coordinated with co-workers to complete displays.
- Ensured the shelves and displays remained well-stocked with current merchandise, maintaining pristine merchandise displays and ensuring the shop floor remained tidy and clean.
- Conducted regular stock takes, collaborating with management to optimise stock levels.
Education
BA Joint - Geography And Sociology
University College Cork
Cork2022
Rochestown College
Cork2019
Skills
- Salesmanship techniques
- Telephone etiquette
- Multitasking efficiency
- Problem-solving
- GDPR compliance
- Customer Relationship Management (CRM)
- Training and Mentoring
- Relationship Building
- Cross-selling & Upselling
- Complaint resolution
Certification
Insurance Institute CIP 01 exam.
Accomplishments
Employee of the Month in Laya's customer care department twice.
Won Under 20’s All Ireland Football Championship with Cork.
Won Under 21’s County Football Championship with Douglas GAA.
Won Under 19’s B, Senior Hurling Championship with Rochestown College.
Subsequently won Player of the Year, for Rochestown Senior Hurlers in 2019.
Interests
Play both Senior Football and Hurling with Douglas GAA.
This passion has enabled me to collaborate with others in a team environment.
Gained great time management skills balancing academic workload with trainings and
matches.
Previous experience of captaining teams excelled communication and leadership skills.
Working with both players and management to devise new plans and strategies to progress
the development of the team.
References
References available upon request.
Timeline
Customer service advisor
Laya Healthcare
2023.08 - Current
Food and Beverage Assistant
Rochestown Park Hotel
2021.09 - 2023.08
Debenhams Sales Associate
Debenhams
2018.01 - 2020.01
BA Joint - Geography And Sociology
University College Cork
Rochestown College