Daniella Lenehan
Meath
Summary
Professional Customer Account Manager. Strong communicator, ability to address all client queries and concerns. Highly productive and organized. Committed to creating an environment that is conducive to achieving increased sales and customer satisfaction. Strong worth ethic. Adept at working effectively unsupervised and quickly mastering new skills. Possesses drive and perseverance to deliver top quality service.
Overview
27
27
years of professional experience
Work History
Customer Account Manager
Elis Ireland
Dublin, Ireland
05.2023 - Current
- Developed relationships with customers through proactive communication and follow-up activities.
- Analyzed customer profiles to identify opportunities for upselling products and services.
- Collaborated with internal teams to ensure timely resolution of customer issues.
- Performed audits of customer accounts to ensure accuracy of data entry.
- Negotiated contracts with key customers to maximize profitability for both parties.
- Implemented feedback loops between customers and the organization in order to improve service quality.
- Assisted fellow account managers with challenging client requests and issues.
- Developed trusting relationships with key accounts, executive sponsors and stakeholders
- Assisted with clients onsite audits and installation of Elis products
Corporate Travel & Ticketing Consultant
Travel Advisors
Meath
06.2022 - 05.2023
- I am responsible for planning, developing, and creating corporate travel policies for 5 corporate companies, collectively servicing the travel needs of 62 staff members
- Duties include: setting up travel budgets, negotiating rates with travel suppliers and airlines, booking and monitoring travel activities, preparation of travel documents and reconciling expenses.
- Maintained accurate records of all payments received from customers or other sources.
Client Services Manager
Eurofins Biomnis
Dublin
07.2021 - 06.2022
- Provide phone and email support for all Covid19 clients
- Logging all service requests on the CRM and ensuring the action required is fully resolved
- Servicing up to 17,000 PCR samples daily whilst liaising with our UK and German counterparts
- Managed employee training for all new recruits over a 6 month period, offering continuous advice, guidance and mentorship on duties and best practices
- Building and maintaining effective good relationships with clients and colleagues by supporting them to the best of my ability
- Primary focus being providing clients with the information they need to manage their patients expectations
- Monitoring turnaround times of patient results to the clients requirements are adhered to
- Actively liaising between the laboratory and the client to notify them of any issues in a timely manner such as problematic specimens
- Providing extensive executive KPI reports
- All in keeping with regulatory compliance and company policy.
Customer Care Team Leader
RocDoc Health Check
Meath
12.2020 - 07.2021
- Monitoring of bookings, website chatbot, patient records and liaising with a team of 7 staff regarding same
- Conducted regular training sessions with staff members to ensure they had the necessary knowledge and skills to provide excellent customer service.
- Provided timely feedback on individual performance in order to help employees reach their full potential.
- Investigated complex customer inquiries or complaints, resolving issues as needed.
- Processing of refunds and patient credits
- Team rota preparation
- Assisting in the development and maintenance of online portal for patient accounts and bookings
- Ensuring effective communication of sensitive information with regards to all patient data
- Liaising with IT providers and ensuring smooth staff on-boarding
- Dealing with external organisations, problem solving, etc
- Daily & Weekly productivity report stats provided to the team to measure KPI's taking necessary actions accordingly.
Office Administrator
MTS Estate Agents
Dublin
06.2020 - 10.2020
- Preparation of Letting Contracts and scheduled rental renewals, vetting tenants, tenancy registration with RTB, rental renewal negotiations
- Coordinating maintenance schedule
- Management of private portfolio of individual units
- Reception and telephone enquiries, Day-to-day tenant and landlord queries and issues.
Reservation and Customer Service Manager
Globe Hotels Ireland
Meath
02.2018 - 12.2019
- Reservations and Administration team manager
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Emergency out of hours phone cover and support
- Contract negotiation with suppliers
- Monthly reports for consortium's
- Team rota, staff management & appraisals.
Customer Service and Marketing Agent
Bookabed
Meath
11.2015 - 02.2018
- Administration Agent assisting with travel queries and amendments
- Coordinating Marketing of daily newsletters and monthly campaigns for suppliers
- Day to Day product support for reservations team
- Staff training
- Emergency out of hours phone cover
- Customer service and post-travel support
- Monthly reporting of sales staff targets
- Updating website and promotion banners.
Office Manager
Nest Estate Agents and Property Management
Louth
04.2005 - 02.2015
- Managed property portfolios for over 350 clients
- Property lettings & Sales administration including document management, vetting of tenants
- Tenancy Contracts, Rent negotiations and Renewal Agreements
- Establishing and coordinating maintenance repair schedules and issues logs
- Liaising with legal teams regarding property sales and preparation of relevant documents
- Apartment Complex and Housing Estate Management including execution of AGM and EGM minutes
- Customer service and aftersales support
- Online marketing.
Education
IPASS
01.2015
Fernanda Scappaticci College of Beauty
01.2006
Travel and Tourism Diploma
01.1997
St. Michaels Loreto Convent
01.1995
Skills
- Fast Learner
- Staff Training and Motivation
- Attention to Detail and Organizational Skills
- Problem-Solving Abilities
- Excellent Communication and Relationship Building
- Multitasking and Reliability
- Leadership
- Microsoft Office
- Customer Service
Hobbies and Interests
- Reading
- Listening to podcasts
Personal Information
- Title: Customer Account Manager
- Nationality: Irish
- Driving License: Full clean drivers licence
Timeline
Customer Account Manager
Elis Ireland
05.2023 - Current
Corporate Travel & Ticketing Consultant
Travel Advisors
06.2022 - 05.2023
Client Services Manager
Eurofins Biomnis
07.2021 - 06.2022
Customer Care Team Leader
RocDoc Health Check
12.2020 - 07.2021
Office Administrator
MTS Estate Agents
06.2020 - 10.2020
Reservation and Customer Service Manager
Globe Hotels Ireland
02.2018 - 12.2019
Customer Service and Marketing Agent
Bookabed
11.2015 - 02.2018
Office Manager
Nest Estate Agents and Property Management
04.2005 - 02.2015
IPASS
Fernanda Scappaticci College of Beauty
Travel and Tourism Diploma
St. Michaels Loreto Convent
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