Dublin, County Dublin, Ireland
I am a people-focused professional currently working as a Customer Champion at Permanent TSB, with a proven track record in customer experience, sales performance and stakeholder collaboration. I have recently been appointed as a Home Insurance Champion, working closely with internal teams and Allianz to support product knowledge, training and sales growth within my branch. This role has strengthened my ability to influence, communicate effectively and take initiative beyond my core responsibilities. Alongside my role, I have consistently sought opportunities to develop leadership and people-related skills, including training support, champion responsibilities and cross-team collaboration. I am particularly interested in progressing into Human Resources and people-focused roles, where I can contribute to employee experience, performance management and organisational success. I am known for my strong communication skills, professionalism and proactive mindset, and I thrive in environments where collaboration, development and continuous improvement are valued.
Provide expert guidance to customers on home insurance products, helping them select coverage that best suits their needs. Promote and upsell home insurance policies while ensuring adherence to compliance and regulatory requirements. Manage customer inquiries and claims efficiently, maintaining high levels of satisfaction. Collaborate with internal teams to streamline insurance processes and ensure accurate record-keeping. Monitor and achieve individual and branch targets for home insurance sales. Support marketing initiatives and campaigns to increase awareness and uptake of insurance products.
Deliver personalised customer service by resolving queries across banking products and services, ensuring compliance with regulations and internal policies. Consistently meet and exceed weekly and monthly performance targets, contributing to overall branch success. Support customers in navigating financial solutions, explaining complex information in a clear and accessible way. Proactively identify opportunities to improve processes and customer journeys, enhancing overall satisfaction. Balance multiple priorities while studying for professional qualifications (IOB QFA modules & CIPD), demonstrating adaptability and commitment to continuous development.
Delivered excellent customer service by assisting customers with bets, answering queries, and creating a positive in-shop experience. Handled cash management, including float checks, cashing up, large transactions, and ensuring all financial processes were compliant and accurate. Led shop operations during busy periods and in the absence of management, ensuring all opening/closing procedures and compliance checks were completed. Resolved escalated customer issues professionally while maintaining Paddy Power’s service standards. Monitored shop performance, ensured adherence to Safer Gambling guidelines, and completed required documentation and interactions with customers. Managed betting terminals (SSBTs), troubleshooting issues and escalating technical problems when required. Ensured security, compliance, and health & safety measures were followed at all times. Supported onboarding and training of newer staff, providing guidance and sharing best practices. Contributed to shop KPIs by maintaining high standards of shop presentation, accuracy, and operational efficiency.
Manage guest bookings and enquiries accurately and efficiently for continued customer satisfaction. Collect and process guest data in line with data protection regulations. Handle customer payments and update reservations with the rumbo software. Suggested restaurants and tourist attractions tailored to guest preferences while providing them with a map of the city. Instruct the maintenance staff to service rooms with known issues that the guests complain about. Issued guest room keys with a detailed description on the location and access. Actioned special requests to elevate guest stays.
Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems. Monitored status of accounts receivable and payable to facilitate efficient processing. Posted financial data in Excel spreadsheets and managed inventory. Processed 100+ invoices per day with accuracy and attention to detail. Monitored accounts payable and receivable status and delegated tasks as needed. Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable