Jemima Inocco
Carrig
Summary
Results-oriented Customer Success Manager with over 10 years of customer service experience. Skilled in resolving customer issues and managing competing priorities to achieve positive outcomes. Leverages strong negotiation and communication abilities to build lasting client relationships and drive team success through strategic follow-up and lead nurturing.
Overview
21
21
years of professional experience
Work History
Inside Sales Respresentative
SolarWinds
Cork , Ireland
03.2026 - Current
- Generated sales by prospecting leads, cold calling and closing deals.
- Generated new sales opportunities through cold calling and lead follow-up, enhancing client base.
- Established clear communication channels with clients, keeping them informed about new products and services.
- Cultivated long-term relationships with clients to accurately quote prices and terms, achieving customer objectives.
- Met and exceeded quarterly sales targets through effective negotiation and deal closure techniques.
- Monitored competitor activity and adjusted strategies to maintain a competitive edge.
- Recorded customer reactions, questions and requirements to guide decision-making.
- Conducted regular follow-up calls and emails to nurture leads and close sales.
Transactional Sales Representative
SolarWinds
Cork , Ireland
01.2022 - 03.2026
- Executed high-volume, high-quality outbound campaigns using a multi-channel approach (phone, email, social).
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Established clear communication channels with clients, keeping them informed about new products and services.
- Demonstrated strong communication and time management skills to meet and exceed sales targets.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Grew customer base by acquiring new customers and identifying needs to deliver relevant products.
- Negotiated customer pricing within agreed guidelines to achieve margin targets.
- Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
- Shared comprehensive brand and product knowledge to maximise sales.
- Boosted client retention, established sales goals and secured targeted rates.
- Participated in weekly sales meetings, contributing valuable insights and feedback to drive team success.
- Conducted thorough research in advance of appointments to quickly build rapport and understanding with prospective clients.
- Coordinated with the logistics team to ensure timely delivery of products, enhancing customer experience.
- Prepared detailed sales reports for senior management, highlighting achievements and forecasting future trends.
Customer Success Manager
EML Payments
Crosshaven, Cork
10.2021 - 01.2022
- Maintained and developed strong working relationships with new and existing customers, exceeding their service expectations.
- Resolved client complaints effectively, escalating to necessary teams to ensure positive outcomes.
- Completed client surveys and service reviews, providing feedback for improved processes.
- Owned and continually improved service delivery for customers across various countries EML operates in.
- To place orders and maintain ownership of cases until completion.
Clinical Services Adviser
Audiology Medical Services
Carrigaline, Cork
05.2021 - 10.2021
- My role in Audiology Medical Services has been a Clinic Appointment Advisor.
- Making outbounds calls to patients existing and new to book hearing tests.
- Confirming appointments
- Amending appointments
- Communicating with Audiologists and internal departments
- Handled patient enquiries and directed them to appropriate departments for resolution.
- Updating patient files.
- Supported clinic operations through efficient management of daily administrative tasks.
- Executed various tasks assigned by the clinic to enhance operational efficiency.
Technical Support Advisor
BT
Crosshaven, Cork
08.2020 - 05.2021
- My daily tasks in BT were to take inbound calls, diagnose technical issues had with broadband or landlines, to use active listening, selective questioning, and come up with a solution to fix the issues the customer was having.
- To follow up and retain ownership of each query made until completion.
- To update customers' files with adequate information and to liaise with other internal departments to resolve any issues customer was having.
- To resolve complaints made by customers and ensuring a win win for the company to retain customers' business.
Clinical Appointment Advisor
Audiology Medical Services
Carrigaline, Cork
04.2018 - 03.2020
- My role in Audiology Medical Services has been a Clinic Appointment Advisor.
- My Daily tasks included
- Confirming appointments
- Amending appointments
- Making outbounds calls to patients existing and new to book hearing tests.
- Communicating with Audiologists and internal departments
- Dealing with patients enquiries and directing them to the correct departments.
- Updating patient files.
- Any other ad hoc work
Customer Relations Specialist
Apple
Hollyhill, Cork
04.2015 - 08.2017
- My job in Apple was the highest escalation point with the ultimate scope of restoring and strengthening customers' loyalty and faith in Apple as a whole. I am empowered to use judgement when balancing the company and customer's needs.
- Resolved customer issues efficiently, committed to maintaining loyalty and satisfaction among Apple customers.
- Assisted customers to fully resolve issues and enhance their overall experience with Apple.
- Consistent follow through until full resolution is obtained and customers' experience is fully addressed.
- Balanced customer needs with company requirements by exercising sound judgment.
- Dealing with Executive Relations queries, again finding the best resolution for customer and company.
- Collaborated with various departments to investigate and resolve queries within targeted timeframes and service level agreements.
- Dealing with Consumer Law queries, researching and contacting Legal representatives to find appropriate resolution.
- Discerning priorities from urgencies and being able to work under tight deadlines and pressure.
- Be analytical while being able to look at the whole picture (see the wood for trees).
- Performed daily administrative tasks to ensure smooth operations.
Mac Expert Sales Specialist
Apple
Hollyhill, Cork
09.2010 - 06.2011
- Drive sales by providing the best possible customer experience.
- Interact with Apple's customers through multiple channels simultaneously.
- Convey the positivity of Apple's values to our customers.
- Work with your customer to determine the best technology solution to match their needs, and provide the best customer experience to close the sale.
Customer Service Agent
ESB
Wilton, Cork
03.2009 - 02.2011
- Managed inbound and outbound calls to meet performance targets.
- Resolved a range of customer complaints to enhance satisfaction.
- Handling of all bill queries & setting up of new accounts and amending existing accounts.
- Taking payments.
- Handling No supply calls - Administration of compensatory payments where applicable.
- Executed credit control processes to maintain financial accuracy.
Customer Service Agent
RCI
Mahon, Cork
07.2005 - 07.2007
- Addressed member complaints and enquiries through verbal, written, face-to-face, or email communication, covering all aspects of Travel, RCI exchange weeks, and Point system.
- Resolved accommodation issues for RCI members (Weeks and Points) before or during their vacation, ensuring a seamless experience.
- Managed inbound and outbound calls to meet target goals.
- Inform members of any changes in accommodation arrangements either by phone or letter.
- Administered payments to customers based on their requests.
- Assisted with Check-in issues as needed to facilitate smooth arrivals.
Education
Carrigaline Community School
Cork Skills
- CRM management
- Lead generation
- Sales forecasting
- Data reporting
- Software proficiency
- Time management
- Persuasive negotiator
- Conflict resolution
- Complaint response
- Self Motivated
- Detail Oriented
- Resilience
Timeline
Inside Sales Respresentative
SolarWinds
03.2026 - Current
Transactional Sales Representative
SolarWinds
01.2022 - 03.2026
Customer Success Manager
EML Payments
10.2021 - 01.2022
Clinical Services Adviser
Audiology Medical Services
05.2021 - 10.2021
Technical Support Advisor
BT
08.2020 - 05.2021
Clinical Appointment Advisor
Audiology Medical Services
04.2018 - 03.2020
Customer Relations Specialist
Apple
04.2015 - 08.2017
Mac Expert Sales Specialist
Apple
09.2010 - 06.2011
Customer Service Agent
ESB
03.2009 - 02.2011
Customer Service Agent
RCI
07.2005 - 07.2007
Carrigaline Community School