Emer Hayes
Limerick
Summary
Dynamic professional with expertise in sales, customer service, and problem solving. Proficient in utilising strong communication skills and creative thinking to drive effective solutions and foster positive relationships. Committed to continued growth and developmernt in a challenging environment.
Overview
11
11
years of professional experience
4032
4032
years of post-secondary education
Work history
MP and Union Specialist
Uber
Limerick
01.2025 - Current
- Compiling casework for queries submitted by MPs and Unions on behalf of drivers and constituents
- Conducting detailed investigations in to a wide range of issues across different LOBs including safety reports, payments, customer disputes.
- Identifying relavent policies and support interactions to determine if correct actions were taken.
- Identifying instances of policy change, incorrect actions or fairness concerns to advocate for reinstating a drivers access to the Uber App where previously deactivated.
- Connecting with stakeholders for input and collaboration on complex cases.
- Drafting letters and emails to MPs and Union representitives.
Document Compliance Specialist
Uber
Limerick
07.2021 - 12.2024
- Reviewed and updating customer documents including insurance, license etc.
- Identified potentially fraudulent documents or other unacceptable documents that could potentially cause breaches of regulations.
- Conducted in depth investigations in to instance of potential breaches.
- Contacted drivers, document providers and other teams/stakeholders for relavent information.
- Restricted and reinstated driver account access as per investigation requirements.
- Acted as a POC for other teams who required imput on document compliance and requirements.
Customer Service Advisor
Amazon.co.uk
Cork
10.2019 - 02.2020
- Answered pre and post order queries by phone, web chat and e-mail regarding product specifications, delivery and returns.
- Contacted third party sellers on behalf of customers
- Educated users on website features
- Managing complaints and built rapport
- Upskilled to Amazon Prime Now.
- Regularly received customer fpositive feedback on interactions
Customer Service Adviser
Abtran Business Processing Management
Cork
01.2018 - 10.2019
- Customer support for customers of Green Network Energy
- Explained bills
- Provided in depth knowledge on energy plans, signing up new cxustomers and renewing contracts for existing customers.
- Facilitated direct debits, payment plans and card payments.
- Deescelated complaints and built customer rapport.
- Processed customer data
- Managed geral queries
- Upskilled to the emails team
- Regularly received top Trust Pilot reviews
Customer Advisor
Argos Retailer
Cork
07.2017 - 01.2018
- Operated tills
- Provided product information and recommendations
- Suggestive selling
- Reviewed prices, product availability and stock levels.
- Reserved orders and arranged home deliveries
- Consistently a top preformer for suggestive selling (add-ons and accidental care)
Crew Member
McDonalds Restaurant
Limerick
06.2014 - 07.2017
- Operated tills
- Customer assistance
- Manual handling
- Maintained bathrooms and dining areas
- Counting waste
- Complaint handling
- Fulfilled drive thru orders
- Managed birthdays and other large groups/parties
Education
Leaving Certificate -
Villiers School
LimerickBachelors - Social Science
University College Cork
/2014 - 01.2017
Skills
Sales
Customer engagement
Ticketing systems
Stakeholder management
Creative thinking
Communication
Accomplishments
- Earned a Gaisce President's award at Bronze level, 01/01/12
- Earned an A2 in higher level English and a Distinction in Link Modules in the Leaving Certificate, 01/01/12
- Published poetry in the Quarryman literary journal and The Limerick Magazine
- Volunteered with Childline for four years
Timeline
MP and Union Specialist
Uber
01.2025 - Current
Document Compliance Specialist
Uber
07.2021 - 12.2024
Customer Service Advisor
Amazon.co.uk
10.2019 - 02.2020
Customer Service Adviser
Abtran Business Processing Management
01.2018 - 10.2019
Customer Advisor
Argos Retailer
07.2017 - 01.2018
Crew Member
McDonalds Restaurant
06.2014 - 07.2017
Leaving Certificate -
Villiers School
Bachelors - Social Science
University College Cork
/2014 - 01.2017
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