Emma Mccormack
Apartment 123 The Academy Building, Dublin 12
Summary
Highly organized and creative professional with over a decade of experience in communication and customer service roles. Proven track record in developing and implementing efficient processes, fostering strong client relationships, and managing cross-functional teams. Exceptional ability to communicate effectively both verbally and in writing, with a keen eye for detail and a commitment to excellence. Proficient in Microsoft Office, Canvas, and CRM systems, with a strong foundation in media development and a passion for the arts. Adept at leveraging creativity and analytical skills to meet objectives and enhance organizational performance. Enthusiastic about contributing to the success and outreach of dynamic art institutions.
Overview
12
12
years of professional experience
Work History
Exports Executive
Premier Brands International (PBI)
06.2014 - 06.2023
- Implemented new export documentation procedures to speed up processes and reduce errors.
- Ensured compliance with all applicable regulations regarding international trade and customs clearance procedures.
- Implemented a robust quality control system to ensure that all products met necessary regulatory standards, leading to fewer customs delays and increased customer satisfaction.
- Collaborated with sales teams to identify new markets and implement targeted marketing strategies for increased exports.
- Developed strong relationships with international clients, fostering trust and ensuring repeat business.
- Established credit terms with customers that enabled prompt payment collection while mitigating financial risk exposure.
- Increased export efficiency by streamlining order processing and shipment tracking systems.
- Participated in industry conferences and networking events to stay informed about trends impacting the export sector and potential business opportunities therein.
- Overcame language barriers through effective use of translation services when communicating with clients from diverse cultural backgrounds.
- Coordinated cross-functional teams for efficient communication between logistics, sales, finance, and production departments.
- Provided excellent customer service to resolve issues quickly, maintaining client satisfaction levels throughout the export process.
- Analyzed market trends, adjusting product offerings accordingly to maximize profitability in changing conditions.
- Strengthened relationships with freight forwarders and carriers to optimize shipping routes while minimizing transportation costs.
- Successfully coordinated urgent shipments during peak seasons by prioritizing orders and closely monitoring delivery schedules.
- Prepared various import, export and supplier forms for customs submittal.
- Updated CRM database system with Exporter and Business Model Canvas.
- Processed company's import permit and export license processes.
- Tracked shipments processing through customs and other agencies and obtained clearances.
- Developed and maintained relationships with customs brokers, freight forwarders and customers.
- Kept abreast of all current trends within the food industry ensuring our buyers were receiving the latest products
- Carried out all administration within our team which included filing, bookkeeping and working closely with the accounts team
Escalations Specialist, Compliance
SSE Airtricity
05.2011 - 06.2014
- Contributed to the continuous improvement of escalation management systems by providing feedback on their effectiveness and suggesting enhancements when needed.
- Collaborated with cross-functional teams to address systemic issues and develop process improvements for escalation management.
- Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
- Served as a key point of contact between customers, internal departments, and external partners during escalations processes.
- Led efforts to ensure proper follow-up actions were taken after resolving escalated cases, safeguarding against future recurrences of similar issues.
- Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
- Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.
- Developed comprehensive documentation for each case, ensuring accurate tracking and reporting of escalated issues.
- Played an integral role in updating procedures and guidelines related to handling escalations, resulting in clearer expectations for team members and improved overall performance.
- Participated in regular meetings with management to discuss trends in escalated cases while proposing strategies for addressing common challenges faced by the team.
- Handled sensitive customer data with discretion, maintaining strict adherence to privacy regulations and company guidelines.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Postgraduate Degree - Communications And Media Development
St Patricks College, Maynooth
Maynooth, Co. Kildare08.2007
Bachelor of Arts - English And Anthropology
National University Of Ireland Maynooth
Maynooth, Co. Kildare08.2006
Skills
- Customs regulations knowledge
- Team Leadership Qualities
- Quality control monitoring
- Excellent communication in both verbal and written presentation
- Creativity: I ensure I bring creative element to my work, whether it be through problem solving or unique presentation
- High proficiency in Microsoft Office and excel
- Office Administration
I have a keen interest in art, music, writing and fashion
.
Timeline
Exports Executive
Premier Brands International (PBI)
06.2014 - 06.2023
Escalations Specialist, Compliance
SSE Airtricity
05.2011 - 06.2014
Postgraduate Degree - Communications And Media Development
St Patricks College, Maynooth
Bachelor of Arts - English And Anthropology
National University Of Ireland Maynooth
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