Lauren Mulroney
Coolmine,Dublin
Summary
Driven Sales Team Leader with over 6 years experience managing direct reports in a fast-past environment. Skilled in coaching and mentoring, able to drive sales growth, and build and manage high-performing teams.
Overview
9
9
years of professional experience
Work History
Sales Specialist Team Leader
Sky Ireland
05.2018 - Current
- Managing a team of 10+ agents in a fast-paced sales environment
- Coaching and mentoring agents to achieve core business targets
- Conduct regular audits to ensure team members adhere to quality and compliance procedures
- Chair HR meetings for conduct, absence and capability processes
- Promote a positive team culture which allows members to grow and develop
- Interview potential new recruits
- Trained and educated new staff in sales techniques and product knowledge
- Analysed sales team performance and scheduled training and refresher courses.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
Emerging Leader
Sky Ireland
01.2017 - 04.2018
- Supervised a team of 10+ agents covering an absent team leader
- Coached and mentored agents to achieve core business KPIs
- Took part in observed coaching sessions and implemented any feedback from sessions
- Attended various workshops such as public speaking to help build skills
- Worked flexible hours, covering nights, weekends and bank holidays.
- Increased customer satisfaction by resolving issues.
Sales Specialist
Sky Ireland
08.2015 - 01.2017
- Handled both inbound and outbound calls to both perspective and existing customers
- Promoted customer loyalty scheme
- Built rapport with customers and made suggestions to upsell products and achieve sales goals
- Built rapport with new and existing customers to boost client retentio
- Carried out active selling from initial customer greeting
- Carried out day-to-day duties accurately and efficiently
- Handled high-volume telephone enquiries to minimise backlogs
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Education
QQI Level 5 - Psychology
The Open College
03.2024 -
Skills
- Driven
- Positive
- Time Management
- Focused
- Empathy
- Active Listening
- Leadership
- Adaptability
- Coaching
References
References available upon request.
Timeline
QQI Level 5 - Psychology
The Open College
03.2024 -
Sales Specialist Team Leader
Sky Ireland
05.2018 - Current
Emerging Leader
Sky Ireland
01.2017 - 04.2018
Sales Specialist
Sky Ireland
08.2015 - 01.2017
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