Orla Stephens

• I am currently employed by Astia an outbound call centre and administration company. I am one of the only agents to be trained across all campaigns in Astia
• I also assist my operations manager with the hiring and recruitment process including checking resumes, calling potential employees and conducting interviews
• Please see the roles below

• Top seller every week hitting all KPI's
• Helping the team meet weekly and monthly targets
• Lead generation of over 600 to 1000 leads through contact space
• Dialling between 200 to 300 calls a day
• Training all new agents on products and systems
• Setting up logins across five systems for new agents
• Managing a team of 12 agents while also taking inbound and making outbound calls

• Boosted customer satisfaction by implementing innovative bar management strategies.
• Enhanced team productivity through effective scheduling and task delegation.
• Streamlined inventory management for optimal stock levels and reduced waste.
• Increased revenue with creative marketing initiatives and promotional events.
• Safeguarded compliance with health, safety, and sanitation regulations in all operations.
• Collaborated with kitchen team for seamless integration of food and beverage offerings.

• Oversaw the bar, restaurant and gaming room while on duty ensuring all staff are delivering a high level of service and masterful drink preparation,
• Ensured all opening and closing tasks were completed correctly to prepare for the next day of operation.
• Carefully collected and cashed up all tills three in total to confirm the correct amount and delivered cash deposit bags to the office.
• Cashing out high volumes of money on a regular basis
• Stock ordering and preparation for bar, restaurant, and gaming area

• Increased customer satisfaction by providing friendly and efficient service during checkout transactions.
• Maintained a clean and organized store environment for an enhanced shopping experience.
• Assisted in inventory management, ensuring accurate stock levels and timely reordering of products.
• Contributed to increased sales by offering product recommendations based on customer preferences and needs.

• Provided customer service through email, phone and messaging support.
• Handled multiple accounts during the day prioritising urgent issues.
• I dealt with customers from all over the world from diverse backgrounds and cultures.
• I assisted people travelling when they encountered problems varying from small to wide scale issues.
• Trained and experienced in working with issues such as personality conflict, re-booking assistance, hotel stays, property and physical damage.
• Handled a team of 12 agents

● Oversee employee work in front and back of house to ensure compliance with company polices, regulations and food safety requirements

● Perform facility walk-throughs to assess cleanliness and preparedness at beginning and end of shifts

● Complete restaurant opening and closing procedures and manage deposits

● Produce monthly reports detailing sales, trends and forecasts

● Consistently exceed daily, weekly and monthly sales targets while managing costs and keeping employee turnover

• I worked as a Team Leader for the client Meteor and E-mobile which is a mobile, broadband and Wi-Fi provider for customers across Ireland.
• Developed new employee’s skill sets and assited with any problems that arose.
• Trained staff to enhance customer service through suggestive selling.
• Improved productivity and morale by initiating systems for accountability and by instituting effective training programs.

• Performed various store operations including opening and closing procedures, product display management and budget control.
• Managed store inventory by directing routine stock control procedures to maximise sales opportunities.
• Recruited and trained staff members, leading by example to consistently elevate store standards.
• Monitored market trends, taking action to guarantee store remained competitive.
• Oversaw business staffing and training, building successful, customer-focused team.

• Successfully managed a Family restaurant increasing sales through quality food and exceptional service
• Accountable for budgeting, cost control, payroll, rosters and time management
• Recruited, hired, supervised, scheduled and motivated a staff of up to 20 employees
• Acted as liaison between staff and management to maintain two-way communications that improved store performance.
• Led regular staff performance reviews to provide guidance and support for individual development.