Jessica Curran
Dublin
Summary
Dynamic and results-oriented team manager with a strong background in leading and developing high-performing teams across customer service, sales, management and training. Following my recent redundancy from Thérapie Clinic, I have taken the opportunity to reassess my career direction and am now pursuing a transition into Human Resources. I will be undertaking a CIPD Diploma in Professional Human Resource Practice at National College of Ireland from September 2024, with the intention to apply my leadership, communication, and problem-solving abilities within the HR field. With a strong background in people management and enhancing organisational culture, I am eager to contribute to HR initiatives that support employee development, engagement and organisational success.
Overview
10
10
years of professional experience
Work History
Call Centre General Manager
Thérapie Clinic
Dublin
10.2020 - 06.2024
- Leading a team of 70 employees across customer service, sales and administrative departments.
- Monitoring and driving performance, identifying learning and coaching opportunities, and taking corrective action, if necessary.
- Screening candidates, conducting interviews and coordinating onboarding and training of new team members.
- Effectively executing all line management responsibilities, including performance appraisals, probation review meetings, return to work meetings, risk assessments, incident reporting, exit interviews and disciplinary investigations.
- Establishing daily/weekly team priorities, creating and maintaining schedules, and providing motivational leadership.
- Monitoring real time data to ensure SLAs are adhered to and setting KPIs on a group and individual basis.
Call Centre Supervisor
Thérapie Clinic
Dublin
10.2018 - 10.2020
- Offering support, coaching and training to call centre agents to ensure excellence and self-actualisation in their role
- Identifying opportunities, providing feedback, and offering solutions to ensure maximum efficiency and productivity in the Call Centre
- Reviewing processes weekly to ensure we are scaling with the growth of the Business
- Managing quality control across all aspects of the Call Centre including calls, emails, social media, live chat, Trust Pilot/Google reviews
- Effectively actioning various process reports to be shared with Operations and Senior Management of the Business
- Motivating and encouraging the team through positive communication and feedback.
Clinic Coordinator
Thérapie Clinic
Dublin
01.2017 - 10.2018
- Maintaining high levels of professionalism while interacting with customers via phone, email, chat and social media.
- Managing customer expectations by clarifying needs, identifying options, and recommending products and services.
- Maintaining records of customer interactions, transactions, comments and complaints.
- Identifying opportunities to upsell additional products or services when appropriate.
Sales Assistant and Barista
The Natural Bakery
Dublin, Ireland
03.2014 - 12.2016
- Greeting customers and preparing orders.
- Managing cash register and processing transactions with accuracy and integrity.
- Ensuring compliance with all health and safety regulations regarding food handling.
- Resolving customer complaints in a professional manner while maintaining excellent customer service.
- Maintaining records of inventory levels and orders for supplies.
Education
CIPD Diploma - Professional Human Resource Practice
National College of Ireland
Dublin, Ireland 08-2025
Bachelor of Arts - Sociology and Social Policy
University College Dublin
Dublin, Ireland01.2016
Leaving Certificate -
Loreto Foxrock
Dublin, Ireland01.2013
Skills
- Team Leadership
- Communication
- Performance Management
- Decision-Making
- Recruitment
- Training and Coaching
- Staff Scheduling
- Teamwork and Collaboration
- Interpersonal Skills
- Adaptability
- Discretion
- Conflict Management
Timeline
Call Centre General Manager
Thérapie Clinic
10.2020 - 06.2024
Call Centre Supervisor
Thérapie Clinic
10.2018 - 10.2020
Clinic Coordinator
Thérapie Clinic
01.2017 - 10.2018
Sales Assistant and Barista
The Natural Bakery
03.2014 - 12.2016
CIPD Diploma - Professional Human Resource Practice
National College of Ireland
Bachelor of Arts - Sociology and Social Policy
University College Dublin
Leaving Certificate -
Loreto Foxrock
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