Rachel Lyons
Summary
Early Childhood Care and Education Graduate with expertise in Child Development and Learning. Demonstrates critical thinking and analytical skills to deliver accurate outcomes. Engages stakeholders through compassionate communication and effective presentations. Motivated professional with a strong foundation in Customer Operations and Relationship Management. Utilises exceptional problem-solving and conflict resolution skills to enhance customer experiences. Champions process improvement initiatives to streamline operations and drive efficiency. Personable and dedicated professional with extensive experience in the Financial industry. Solid team player with a positive attitude and proven skills in establishing rapport with stakeholders. Specialising in quality, speed and process efficiency.
Overview
1
1
Language
11
11
years of professional experience
Work History
Customer Operations Specialist
AIB Bank
01.2020 - 08.2026
- Joined EBS Bereavement Support Team in May 2021, collaborating with the team and branches to provide compassionate support to bereaved families and solicitors. Handled daily phone calls for death notifications, ensuring an empathetic approach while facilitating account closures using various systems and criteria.
- Started on the AIB Bereavement Support Team in April 2020. This includes using a range of different systems and criteria in order to mark customers as deceased, cancel cards/direct debits, close accounts, send statements, convert accounts, write to solicitors and families making sure to offer our sincere condolences.
- Assisted customers in managing EBS mortgage accounts after a family member's passing by coordinating with insurance companies, solicitors, and other bank areas to streamline the account closure process during their time of grief.
- Ensured strict adherence to data protection protocols to maintain customer confidentiality while managing sensitive information. Acquired knowledge around the procedures of the bank when it comes to a deceased customer to ensure the best support is given to families and solicitors. Training in new staff to demonstrate the above procedures and being there to support them with any questions they may have. Also requested access for all of the required systems for the new staff member through a system called iRequest.
- Started on the AIB Tax Operations Team collecting and inputing customer data regarding tax credentials and communicated with customers to request additional information.
- Led multiple process improvement projects, including updating outdated EBS headed paper with current contact information. Participated in weekly meetings, liaising with management and colleagues to enhance communication, ultimately simplifying customer contact during sensitive times.
- The receiver of gifts and cards from customers and colleagues expressing their gratitude for the help, guidance and support that they had received.
Retail Assistant
PRIMARK
Swords, Dublin
07.2016 - 12.2019
- Working on the till points, stockroom, shop floor and the fitting rooms.
- The receiver of numerous WOW reviews for going above and beyond for a customer.
- Complemented by customers to management about customer service skills various times.
- Identified and positioned new product lines on the sales floor for maximum visibility and sales potential.
- Merchandise the store to make it visibly appealing to the customer and to also make it an easy and enjoyable experience.
- Facilitated stock transfers between Swords store and other locations, enhancing customer service and supporting sales growth.
- Breaking down daily deliveries in the stockroom.
- Using computer programmes to print delivery lists, order stock and to check sales and current stock in both the Swords store and other stores.
- Working as part of an enthusiastic team of staff and management to enhance the success of the store.
- Participated in regular briefings on store performance, collaborating with the team to develop strategies for improvement.
Student
BONNYBROOK EARLY EDUCATION CENTRE
09.2016 - 12.2016
- Collaborated with the team to ensure the safety and well-being of children in our care, fostering a secure environment for learning.
- Developed relationships with children and families from diverse backgrounds, enhancing inclusivity and support within the community.
- Working with children with a range of abilities and interests and finding ways to adapt the environment in order for each child to be able to learn, socialize, have fun and develop as best they can.
- Followed and implemented policies and procedures to demonstrate best practice at all times.
Student
FLEDGLINGS EARLY EDUCATION CENTRE
09.2015 - 12.2015
- Working as part of a team to ensure the safety and well-being of each child.
- Shadowing and learning from the other staff members, asking questions and getting involved.
- Understanding Health and Safety policies and procedures as there is a lot of responsibility held with this job role. Implementing and understanding the importance of ratios, accident/incident reports, fire drills, collection lists etc.
Education
Leaving Certificate -
Maryfield College
Drumcondra06-2014
Bachelor of Arts (Honours) - Early Childhood Care and Education
Institute of Technology Blanchardstown
Dublin05-2018
Skills
- Proficient in Microsoft Word
- Proficient in Excel
- Great computer skills
- Excellent social skills
- Fast & Passionate learner
- Data protection
- Process improvement
- Compassionate communication
- Account management
- Conflict resolution
- Time management
- Relationship building
- Quality assurance
- Training facilitation
- Project coordination
- Positive attitude
- Customer service excellence
- Problem-solving
- Team Leadership
Languages
English
Personal Information
Currently Available
Interests
- Movie Series Fan
- Cooking with family
- Fashion and Beauty Blogs
- Reading Fiction
Timeline
Customer Operations Specialist
AIB Bank
01.2020 - 08.2026
Student
BONNYBROOK EARLY EDUCATION CENTRE
09.2016 - 12.2016
Retail Assistant
PRIMARK
07.2016 - 12.2019
Student
FLEDGLINGS EARLY EDUCATION CENTRE
09.2015 - 12.2015
Leaving Certificate -
Maryfield College
Bachelor of Arts (Honours) - Early Childhood Care and Education
Institute of Technology Blanchardstown