Michelle Lally

Dedicated team leader with extensive experience in supervising and training staff at Aviva, focusing on enhancing customer experiences and team collaboration. Skilled in managing projects, resolving conflicts, and optimizing performance, leading to increased productivity. Demonstrated ability to adapt to new challenges and environments while maintaining high standards of service. Committed to continuous improvement and professional development within a thriving organization.

• Regularly attend the gym to maintain my personal fitness and keep active
• Enjoy running and horseback riding regularly
• Enjoy long walks by the beach with my family

As the Driving School Operations and Systems Lead, I manage all complaints, refunds, and payment queries, ensuring high levels of customer satisfaction, and serving as the first point of contact across multiple departments, including Direct, Finance, and WNS I oversee instructor compliance, manage weekly capacity reports, and handle the smooth reallocation of pupils when instructors leave or franchises end. Additionally, I handle franchise invoicing, both monthly and for newly recruited instructors. I lead the creation and sign-off of all system updates, including pricing changes, customer communications, and IT testing, while implementing system improvements, like automated lesson bookings and customer notifications. I also manage website updates, work closely with digital teams to ensure seamless web booking, and develop training materials to support ongoing instructor compliance Throughout, I consistently ensure that processes align with business goals, and improve operational efficiency