Nicole Lunney
Swords
Summary
Experienced manager specialising in employee journey mapping, data analysis, and strategic planning. Demonstrated success in driving productivity and completing tasks efficiently. Excellent communication, problem-solving, and leadership abilities for effective team coordination and exceptional customer service.
Overview
6
6
years of professional experience
Work History
Employee Experience Manager
Fidelity International
Dublin, Ireland
04.2024 - Current
- Oversee the Client Services Apprentice Programmes as Operational Sponsor
- Address performance management challenges during induction training, assisting training teams and HR department
- Screen all CVs received from Talent Acquisition department
- Perform face-to-face and zoom interviews for servicing teams of Client Services Associates and Apprentices
- Provide feedback to the Talent Acquisition team regarding rejections and offers
- Propose and execute innovative ideas to optimise the departments recruitment strategy
- Produce management data to provide oversight of interview activity
- Maintain positive relationship with Talent Acquisition department and third-party vendors
Employee Experience Lead
Fidelity International
Dublin
11.2022 - 03.2024
- Screened all CVs received from Talent Acquisition department
- Performed face-to-face and zoom interviews for servicing teams of Client Services Associates and Apprentices
- Provided feedback to the Talent Acquisition team regarding their rejections and offers
- Proposed and executed innovative ideas to optimise the department's recruitment strategy
- Produced management data to provide oversight of interview activity
- Maintained positive relationship with Talent Acquisition department and third-party vendors
Team Lead
Fidelity International
Dublin
06.2020 - 10.2022
- Led and managed a diverse team, supporting recruitment activities, conducting 1:1 sessions, providing ongoing coaching and developing training plans for individuals at various levels.
- Accurately recorded knowledge and competency as well as personal interactions, including 1:1 meetings
- Monitored and assisted in optimising department performance, directing team members to effectively handle high volume across contact channels
- Monitored and reported risk events promptly
- Demonstrated exceptional leadership skills by setting a positive example and acting as a role model within the team
- Escalation point for complex cases, providing guidance, and handling manager calls
- Fostered and maintained professional connections with colleagues and staff across various departments.
Service Specialist
Fidelity International
Dublin
09.2019 - 06.2020
- Supported and coached team members to maximise self-service by utilizing company resources and tools
- Completed escalation calls by demonstrating leadership and exceeding company expectations
- Verified and approved case work using the company's quality framework tools to monitor team performance
- Met company targets and fostered a collaborative team culture
Client Services Associate
Fidelity International
Dublin
12.2018 - 08.2019
- Managed customer interactions using various communication channels, including phone, email, and letter
- Ensured satisfaction of customers and business by taking ownership and resolving issues and inquiries in every customer interaction
- Delivered clear guidance on UK products and services to enable customer self-sufficiency
- Consistently met performance goals while adhering to established quality standards
- Increased revenue opportunities for Fidelity brand through effective promotion
Customer Service Agent
Ryanair Travel Labs
Madrid
04.2018 - 11.2018
- Dealt with customer queries via multiple digital platforms including Facebook, Twitter and website
- Executed refunds and compensations in adherence to company policies and procedures
- Met daily goals by efficiently managing a large caseload and upholding corporate standards
Education
Investment Operations Certificate - IOC 1 Introduction To Securities & Investments, IOC 2 UK Financial Regulation, IOC 3 Risk, Wealth Management, Pensions
Chartered Institute For Securities & Investments (CISI)
Dublin01.2022
Professional Diploma in Leadership & Management - Grade: Distinction
UCD Professional Academy
Dublin, Ireland07.2021
Mental Health First Aider - 2-day course in Mental Health First Aid Training
Fidelity International
Dublin, Ireland01.2019
ITEC Diploma - Fashion Theatre and Media Makeup
Vanity X Make-Up Academy
Swords, Co. Dublin01.2015
FETAC Level 5 - Portfolio Preparation in Art & Design: 5 distinctions & 3 merits
Coláiste Íde, College of Further Education
Finglas, Dublin01.2014
Leaving Certificate - 5 Honours (Honours subjects) & 2 passes (1 Honour & 1 Ordinary level subject)
St. Finian's Community College
Swords, Co. Dublin01.2013
Skills
- Excellent interpersonal and organisational skills
- Leadership & management
- Problem solver
- Exceptional customer service
- Recruitment and hiring strategies
- Mentoring & coaching
- Computer literate
- Excellent telephone manner
Hobbies and Interests
- Running and gym workouts
- Travelling abroad and sightseeing
- Swimming and active walks
Timeline
Employee Experience Manager
Fidelity International
04.2024 - Current
Employee Experience Lead
Fidelity International
11.2022 - 03.2024
Team Lead
Fidelity International
06.2020 - 10.2022
Service Specialist
Fidelity International
09.2019 - 06.2020
Client Services Associate
Fidelity International
12.2018 - 08.2019
Customer Service Agent
Ryanair Travel Labs
04.2018 - 11.2018
Investment Operations Certificate - IOC 1 Introduction To Securities & Investments, IOC 2 UK Financial Regulation, IOC 3 Risk, Wealth Management, Pensions
Chartered Institute For Securities & Investments (CISI)
Professional Diploma in Leadership & Management - Grade: Distinction
UCD Professional Academy
Mental Health First Aider - 2-day course in Mental Health First Aid Training
Fidelity International
ITEC Diploma - Fashion Theatre and Media Makeup
Vanity X Make-Up Academy
FETAC Level 5 - Portfolio Preparation in Art & Design: 5 distinctions & 3 merits
Coláiste Íde, College of Further Education
Leaving Certificate - 5 Honours (Honours subjects) & 2 passes (1 Honour & 1 Ordinary level subject)
St. Finian's Community College
Similar Profiles
Lakshita GaurLakshita Gaur
Software Development Engineer - 1 at Fidelity InternationalSoftware Development Engineer - 1 at Fidelity International
Abha SinghAbha Singh
Project Manager at Fidelity InternationalProject Manager at Fidelity International
Sandra OkochaSandra Okocha
Business Analyst at Fidelity InternationalBusiness Analyst at Fidelity International