Noreen O'Sullivan
Melbourne,VIC
Summary
Proactive Call Centre professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behaviour.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Call Centre Supervisor
Fexco Limited
06.2022 - 09.2024
- Trained team members on performance metrics and consumer behaviour identification.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Developed and implemented customer service policies and procedures.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
Administrative Assistant
UniSuper
05.2024 - 05.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Checkout assistant
Dunnes Stores
07.2021 - 06.2022
- Promoted loyalty programs to enhance repeat business from satisfied customers.
- Implemented new strategies for minimizing instances of theft or loss at the register while maintaining friendly interactions with customers.
- Maintained a clean, organized, and inviting checkout area to facilitate efficient transactions.
- Streamlined checkout procedures for reduced wait times and improved customer experience.
- Handled complex transactions involving multiple forms of payment, promotional discounts, returns, exchanges, or price adjustments seamlessly to ensure smooth operations at the register.
- Responded promptly to requests for assistance, spills and customer inquiries.
Checkout assistant
Daly's Supervalu
09.2019 - 05.2021
- Greeted customers and provided outstanding customer service.
- Achieved high accuracy rates with meticulous cash handling and payment processing tasks.
- Trained new employees in proper checkout procedures and best practices for excellent customer service as part of an ongoing commitment to staff development.
- Utilized strong interpersonal skills to manage conflicts or disputes with professionalism while adhering to company policies.
- Enhanced customer satisfaction by efficiently processing transactions and resolving issues at the checkout.
Waitress / Bar staff
Castlerosse Park Resort
07.2019 - 11.2019
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Greeted new customers, discussed specials, and took drink orders.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
Housekeeping
Innisfallon
04.2017 - 06.2019
- Enhanced guest satisfaction ratings by ensuring timely completion of all housekeeping duties.
- Collaborated with housekeeping and maintenance teams to resolve guest issues promptly and effectively.
- Maintained clean workspaces adhering strictly to housekeeping guidelines promoting overall workplace safety.
- Upheld company standards for cleanliness by performing routine housekeeping tasks in all work areas.
Bar Staff
Towers Hotel
03.2017 - 08.2017
- Collaborated with team members to ensure smooth service during peak hours.
- Developed rapport with regular patrons, resulting in increased repeat business and loyalty.
- Maintained a clean and organized bar area for an enjoyable customer experience.
- Maximized sales by recommending specialty drinks and menu items to customers.
- Reduced waste by closely monitoring inventory levels and implementing effective stock rotation practices.
Teaching English to Syrian Refugees
Tralee International Resource Centre
06.2016 - 11.2016
- 2-week Work Experience (FETAC)
Education
BA (Hons) in Criminal Justice Studies -
Waterford Institute of Technology
Waterford, Waterford05.2020
FETAC QQI level 5 in Criminology with Security Studies - Criminology
Kerry College of Further Education
Tralee, Kerry05.2017
Leaving Certificate 2016 -
Presentation Secondary School
Milltown, Kerry05.2016
Skills
- Good communication skills
- Great management skills
- Hardworking and dedicated
- Caring and sociable
- Honest and hardworking
- Customer service focus
Accomplishments
- I have won many football medals (MKL Gaels LGFA)
- I have also completed a CPR Course
- I have numerous rowing medals (Fossa Rowing Club)
- I have won numerous art competitions (Astellas, Milltown Credit Union)
- I have a certificate for Safe Talk (Suicide Alertness for Everyone: Half-day training programme)
- I represented my Criminal Justice course (WIT) on the Student Council
References
- Ms. Therese Moriarty, HR Manager, Park Rd, Killarney, Kerry, +353 64 6631400
- Ms. Erika Egan, Team Leader, Langford Street, Killorglin, Kerry, +353 830688623
Hobbies and Interests
- Walking
- Baking/Cooking
- Rugby
- Rowing
- GAA Football
- Gym
Certification
- Working with children's cheak
- White Card
- First Aid
Timeline
Administrative Assistant
UniSuper
05.2024 - 05.2024
Call Centre Supervisor
Fexco Limited
06.2022 - 09.2024
Checkout assistant
Dunnes Stores
07.2021 - 06.2022
Checkout assistant
Daly's Supervalu
09.2019 - 05.2021
Waitress / Bar staff
Castlerosse Park Resort
07.2019 - 11.2019
Housekeeping
Innisfallon
04.2017 - 06.2019
Bar Staff
Towers Hotel
03.2017 - 08.2017
Teaching English to Syrian Refugees
Tralee International Resource Centre
06.2016 - 11.2016
BA (Hons) in Criminal Justice Studies -
Waterford Institute of Technology
FETAC QQI level 5 in Criminology with Security Studies - Criminology
Kerry College of Further Education
Leaving Certificate 2016 -
Presentation Secondary School
- Working with children's cheak
- White Card
- First Aid
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