Ciara O Driscoll

• Order Picking: Accurately picked plants, pots, and garden products from the nursery shelves according to customer orders.
  Used picking lists and order instructions to ensure the correct items are selected and prepared for dispatch.
  
• Packing Orders: Carefully packed plants and products to avoid damage during transportation, ensuring the safe delivery of orders.
  Organized packing materials, such as boxes, bubble wrap, and plant protection materials, to secure fragile or large items.
  Labeled all packages clearly with correct shipping and customer details.
  
• Inventory Management: Assisted in stock management by keeping track of inventory levels and helping with stock replenishment.
  Reported low stock levels or damaged goods to the Nursery Supervisor.
  
• Quality Control: Inspected plants and products for any signs of damage or poor quality before packing.
  Ensured that plants are properly watered and cared for before they are shipped.
  
• Workplace Organization: Maintained a clean and tidy work area to ensure a safe working environment.
  Adhered to safety guidelines and procedures when handling plants and equipment.
  

• Provided high-quality customer service via phone, email, and live chat, assisting members with a range of health insurance inquiries, including policy details, claims status, and coverage options.
• Delivered clear and accurate information regarding benefits, premiums, and health insurance products to ensure customer understanding.
• Addressed complex customer concerns, including billing issues, claim denials, and plan changes, maintaining a calm and empathetic tone.
• Effectively handled escalated calls from customers, resolving sensitive or complex issues regarding billing errors, coverage disputes, and service complaints.
• Collaborated with internal departments to resolve outstanding issues and ensure customer satisfaction.
• Ensured all customer complaints were logged accurately, followed up on in a timely manner, and resolved within company guidelines.
• Consistently met or exceeded individual performance metrics, including call resolution time, customer satisfaction ratings, and first-call resolution.
• Participated in regular training and quality assurance sessions to improve product knowledge, customer service skills, and adherence to company procedures.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled cash transactions and maintained sales and payments records accurately.
• Resolved customer problems and complaints.
• Corresponded with clients through email, telephone, or postal mail.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Handled sensitive information with discretion while maintaining strict confidentiality standards.

I worked on multiple contracts in this company:

Vaccine Certification Administrator

• Accurately inputted vaccination data into national health databases, ensuring that vaccination status records were complete, accurate, and up-to-date.
  Maintained confidentiality and adhered to data privacy laws (e.g., HIPAA) when handling sensitive health information, ensuring full compliance with regulatory requirements.
  
• Customer Support & Inquiries: Provided clear guidance to the public on how to obtain their COVID-19 vaccination certificates, answering questions related to eligibility, certificate verification, and digital access.
  Assisted individuals experiencing issues with vaccine certificate discrepancies, helping to resolve concerns and issuing corrected documentation when necessary.
  
• Collaboration with Health Teams: Worked closely with healthcare providers, vaccination sites, and government agencies to verify vaccination data and ensure certificates were issued correctly.
  Supported the integration of vaccination data from various healthcare providers into the national system to ensure consistency and accuracy across multiple platforms.
  

Contact centre expert - Comfort Keepers Ireland

• Delivered exceptional customer service in a high-volume contact centre, handling inbound and outbound calls related to home care services, scheduling, and inquiries from clients, families, and healthcare professionals.
  Provided detailed information on Comfort Keepers’ range of services, including personal care, housekeeping, companionship, and specialized care for elderly clients, ensuring clarity and empathy in all communications.
  Managed sensitive calls, offering compassionate support to families seeking care for loved ones, addressing concerns, and providing solutions to meet individual needs.
  
• Care Scheduling & Coordination:Coordinated care schedules by liaising with clients, caregivers, and management to ensure timely and efficient service delivery.
  Managed changes to care schedules, communicated updates to both clients and caregivers, and ensured all appointments were met with optimal staffing.
  Assisted in resolving scheduling conflicts and worked to ensure continuity of care, responding promptly to last-minute requests or cancellations.
  
• Client & Family Liaison:Acted as the main point of contact for families seeking assistance in arranging home care services, ensuring all queries were addressed and client needs were met.
  Facilitated follow-up calls to check on client satisfaction, resolve any concerns, and ensure the delivery of high-quality care.
  Documented client feedback and service improvements, collaborating with management to enhance the overall customer experience.
  
• Data Entry & Record Maintenance:Accurately entered client information into the customer management system (CMS), ensuring up-to-date and accurate records of care plans, service requests, and contact information.
  Maintained confidentiality and adhered to data protection standards in managing personal health information (PHI) in compliance with GDPR and other relevant regulations.
  

• Administrative Support & Coordination: Provided key administrative support to the Department Manager for the 'Divided' floor (H&M's fashion division targeting young adults), ensuring the smooth operation of daily activities and effective communication across departments.
  Managed schedules, inventory reports, and in-store displays, ensuring product availability and presentation were aligned with brand standards.
  Assisted with the planning and execution of promotional events, sales campaigns, and floor layout changes, helping to drive foot traffic and improve sales performance.
  
• Team Support & Acted: Acted as a liaison between the Divided floor team and senior management, ensuring seamless communication and quick resolution of any issues that arose during daily operations.
  Supported and trained new staff, ensuring that all team members were well-equipped with product knowledge, store procedures, and customer service best practices.
  Coordinated with stockroom and floor staff to ensure smooth restocking, product organization, and high levels of customer service during peak hours.
  
• Customer Service & Client Engagement: Handled customer inquiries and complaints related to products, pricing, and availability, delivering prompt solutions and ensuring a positive shopping experience for all visitors to the Divided floor.
  Oversaw the handling of returns, exchanges, and refunds, ensuring that all transactions were completed in line with H&M's policies and procedures.
  Provided expert advice to customers on fashion trends, styling tips, and product features, enhancing the in-store shopping experience and contributing to customer satisfaction.
  
• Sales Monitoring & Reporting: Assisted the Department Manager in monitoring daily sales performance and inventory levels, identifying trends and potential areas for improvement.
  Generated reports on sales data, customer feedback, and stock movements to assist in decision-making processes for merchandising and staffing.
  Worked with the store management team to assess performance and propose strategies to optimize sales and customer satisfaction on the Divided floor.
  
• Stock Control & Visual Merchandising: Ensured stock accuracy by conducting regular stocktakes and updating inventory records in the system.
  Assisted with visual merchandising tasks, ensuring product displays were attractive, aligned with seasonal trends, and optimized for customer engagement.
  Coordinated with the stockroom to ensure that popular items were quickly restocked and that slow-moving products were appropriately featured to enhance sales.
  
• Compliance & Health & Safety: Ensured that all activities on the Divided floor adhered to H&M’s health and safety policies, including store security, customer safety, and team well-being.
  Assisted in maintaining the store’s adherence to company procedures, including ensuring that all areas of the floor were organized and free from hazards.