Serena Walsh
Tymon South
Summary
Detail-orientated and highly organised Team Leader, with over 5 years experience in Light Commercial Van Insurance. Specialising in customer service and administration operations. Adept at leading and mentoring staff, optimizing workflows, and enhancing team productivity.
Overview
6
6
years of professional experience
Work History
Promoted to Team Leader
City Financial Marketing Group
11.2024 - Current
- Lead and manage a team of 10+ Customer Service Representatives, ensuring high performance and adherence to company policies.
- Handle formal complaints and manager call back requests, providing prompt and effective resolutions.
- Oversee the interviewing, hiring, training and mentoring of staff, providing guidance and fostering a productive team environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
Administration & Customer Service Executive
City Financial Marketing Group
08.2019 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Liaise with insurance companies regarding quotations, mid-term adjustments, and client queries.
- Built and maintained strong client relationships, by providing excellent level of service and ensuring customer satisfaction leading to repeat business and referrals.
- Identified upselling opportunities to increase revenue generation.
- Proactively follow up with clients to obtain required documents for audits within deadlines.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mentored new hires as they navigated our systems and protocols.
- Ensure compliance with GDPR, Data Protection, and Central Bank of Ireland regulations
Education
APA (Accredited Product Advisor) Qualified
QQI Level 4 in Graphic Design
Skills
Technical & IT Skills
- Proficient in Applied; Relay and Full Cycle EDI
- Microsoft Office; Outlook, Word, Excel, PowerPoint
- Data entry and electronic document filing
Customer Service & Administration
- Excellent at problem-solving, multitasking and time management
- Ability to handle high pressure situations and meet strict deadlines in a fast pace environment
- Highly organised and strict attention to detail
Leadership & Team Management
- Ability to train and mentor staff, fostering a productive and motivated work environment
- Experienced in monitoring performance and team development
- Adept in conflict resolution and dealing with complaints, ensuring fair and professional outcomes
Timeline
Promoted to Team Leader
City Financial Marketing Group
11.2024 - Current
Administration & Customer Service Executive
City Financial Marketing Group
08.2019 - Current
APA (Accredited Product Advisor) Qualified
QQI Level 4 in Graphic Design
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