Aisling Murray
Northenden,United Kingdom
Summary
Dynamic professional with expertise in people management and development, performance optimisation, and results orientation. Demonstrates exceptional relationship building and stakeholder engagement skills, driving process efficiency through creative thinking and attention to detail. Committed to leveraging core competencies to achieve organisational goals and enhance career growth.
Overview
25
25
years of professional experience
6
6
years of post-secondary education
Work history
Corporate Account Manager
Chess ICT
Alderley Edge
2023.02 - 2025.05
- Advised clients on product portfolio to facilitate informed decision-making.
- Monitored financial health of accounts and implemented corrective actions as required.
- Attended networking events to promote company offerings and establish industry connections.
- Facilitated sales growth by identifying upselling and cross-selling opportunities within existing accounts.
- Handled difficult client situations professionally, always striving towards a win-win solution.
Head of Service Operations
Chess ICT
Alderley Edge
2023.02 - 2025.02
- Heading a department comprising five teams, enhancing collaboration and service delivery.
- Improved TTC (Time to Connect) while reducing WIP, accelerating order processing to billing.
- Established standard operating procedures that significantly increased service quality.
- Developed comprehensive training programmes, boosting team performance and operational efficiency.
- Coordinated regular team meetings to facilitate clear interdepartmental communication.
- Ensured stringent compliance with company policies and regulations at all times.
- Reduced operational costs through strategic resource allocation and management.
Operational Change Manager
Chess ICT
Alderley Edge
2021.10 - 2023.02
- Led internal change management as primary project manager, linking Development team with stakeholders.
- Developed tailored change plans to ensure smooth organisational transitions.
- Facilitated workshops for employees to foster understanding of necessary changes.
- Managed stakeholder expectations and maintained relationships during significant transformations.
- Encouraged open communication, promoting employee feedback throughout change processes.
- Provided support across various strategic transformations to ensure long-term sustainability.
- Collaborated with stakeholders to align on execution of change initiatives.
- Delivered presentations to senior leadership, updating them on progress of change initiatives.
Retention Team Leader
Chess ICT
Alderley Edge
2019.11 - 2021.10
- Coordinated daily tasks to ensure seamless workflow across the team.
- Supported achievement of sales targets and KPIs through strategic guidance.
- Conducted regular performance reviews to identify individual improvement areas.
- Fostered positive work culture by promoting open communication among team members.
Retention Manager
Chess ICT
Alderley Edge
2019.02 - 2019.11
- Resolved customer cancellation requests and engaged with customers considering departure.
- Addressed queries and concerns to restore confidence in Chess.
- Executed sales and service responsibilities to enhance customer retention.
- Established customer requirements through consultative selling techniques to promote loyalty.
Business Account Manager
Chess ICT
Alderley Edge
2018.08 - 2019.01
- Managed customer base exceeding 600 accounts, optimising relationship management.
- Responded to all leads and account queries, directing them to appropriate departments.
- Engaged in consultative selling to strengthen relationships with clients.
Corporate & Enterprise Loyalty Executive
Chess ICT
Alderley Edge
2015.09 - 2018.07
- Handled customer cancellation requests and proactively engaged customers with move-away intentions through provider outreach.
- Addressed queries and concerns, delivering timely resolutions to restore confidence in Chess.
- Executed both sales and service functions by resolving queries while presenting tailored solutions for pricing or services.
Corporate Solutions & Complaints Advisor
Chess ICT
Alderley Edge
2014.07 - 2015.09
- Investigated and responded to all customer service queries within SLA.
- Enhanced company reputation by managing dissatisfied clients effectively.
- Collaborated with various departments to resolve customer issues promptly.
Customer Service Advisor
Chess Telecom
Alderley Edge
2013.01 - 2014.07
- Delivered quality customer service, fostering enhanced client loyalty.
- Streamlined operations to elevate customer service capabilities.
- Responded to all customer service emails promptly.
- Proposed process improvements, including templates and wording suggestions to generate leads.
Sales Account Manager
Chess ICT
Alderley Edge
2012.07 - 2013.01
- Selling to existing customer base, generating more business within refer a friend, manage NBOP whilst maintaining and building relationship with customer.
Intraday Senior Manager
Cooperative Financial Services
Manchester
2010.10 - 2012.06
- Oversaw day-to-day Service Level performance across entire Bank estate, including Co-Op Banking Service, Smile, and Britannia.
- Developed and motivated team of Analysts to consistently achieve targets.
- Cultivated relationships with key stakeholders from Senior Management Team.
- Executed short-term and long-term planning to forecast call volumes and allocate staff.
- Managed Incident Response process in collaboration with IT until resolution.
Intraday Team Manager
Cooperative Financial Services
Manchester
2009.05 - 2010.09
- Managed Service Level performance for RAS, Britannia, and BAS across inbound and outbound sales.
- Led and motivated a team of advisors to achieve targets through effective support.
- Influenced senior management decisions regarding contact centre operations and KPI attainment.
- Developed relationships with key stakeholders, including Customer Service Managers and Business Leaders.
- Conducted short-term planning at 15-minute intervals and managed customer expectations on forecasts.
- Collaborated with peers to provide feedback for improving long-term forecast accuracy.
- Regularly created, reviewed, and maintained team processes to enhance efficiency.
- Ensured adherence to HR policies while addressing individual team member needs.
Corporate Relationship Account Support Team Manager
Cooperative Financial Services
Manchester
2008.06 - 2009.05
- Managed daily service level performance for three phone lines, achieving business processing targets.
- Motivated and developed a team of 10 Service Advisers, enabling target achievement after eight months.
- Established and nurtured relationships with key stakeholders, including Team and Corporate Managers.
- Introduced process improvements to enhance customer service while reducing operational costs.
Mortgage Processing Team Manager
Cooperative Financial Services
Manchester
2008.02 - 2008.06
- Managed, developed, and motivated a team of 24 Processing Advisers to achieve targets.
- Oversaw inbound service line to ensure compliance with service levels.
- Planned and organised team activities to optimise resources effectively.
- Monitored performance metrics to maximise team output against target standards.
Outbound Sales Team Manager
Cooperative Financial Services
Manchester
2004.08 - 2007.03
- Tailored sales opportunities for ‘new to bank’ customers based on individual needs.
- Monitored team performance against targets and coached under-performers.
- Developed process maps and recruited staff for new calling initiatives.
- Collaborated with Intraday and Dialler analysts to establish new campaigns.
Outbound Business Sales advisor
Cooperative Financial Services
Manchester
2003.07 - 2004.08
- Serviced existing customers via inbound line while attracting new business through outbound campaigns.
- Achieved award for best sales advisor within first six months.
- Placed on management training programme after six months of exemplary performance.
- Mentored new starters, sharing best practices and establishing clear expectations.
Bar Supervisor
Mickerbrook Bar & Restaurant
Cheadle
2001.01 - 2003.07
- Managed five staff members, ensuring optimal coverage through effective scheduling.
- Oversaw stock ordering to maintain inventory levels.
- Delivered exceptional customer service by implementing best practices.
Sales advisor
Combined Insurance
Rep of Ireland
2000.01 - 2001.01
- Achieved regional door-to-door sales of health insurance, exceeding stretching targets.
- Collaborated within a team to meet and surpass individual sales goals.
- Demonstrated effective communication skills to engage prospective clients.
Education
A-Levels -
Gorey Community School
Rep Ireland 1994.09 - 2000.07
Skills
- People management and development
- Performance optimization
- Results orientation
- Relationship building
- Stakeholder engagement
- Process efficiency
- Creative thinking
- Attention to detail
Affiliations
- Music! Singing, song writing. Food - cooking and eating it!
Timeline
Corporate Account Manager
Chess ICT
2023.02 - 2025.05
Head of Service Operations
Chess ICT
2023.02 - 2025.02
Operational Change Manager
Chess ICT
2021.10 - 2023.02
Retention Team Leader
Chess ICT
2019.11 - 2021.10
Retention Manager
Chess ICT
2019.02 - 2019.11
Business Account Manager
Chess ICT
2018.08 - 2019.01
Corporate & Enterprise Loyalty Executive
Chess ICT
2015.09 - 2018.07
Corporate Solutions & Complaints Advisor
Chess ICT
2014.07 - 2015.09
Customer Service Advisor
Chess Telecom
2013.01 - 2014.07
Sales Account Manager
Chess ICT
2012.07 - 2013.01
Intraday Senior Manager
Cooperative Financial Services
2010.10 - 2012.06
Intraday Team Manager
Cooperative Financial Services
2009.05 - 2010.09
Corporate Relationship Account Support Team Manager
Cooperative Financial Services
2008.06 - 2009.05
Mortgage Processing Team Manager
Cooperative Financial Services
2008.02 - 2008.06
Outbound Sales Team Manager
Cooperative Financial Services
2004.08 - 2007.03
Outbound Business Sales advisor
Cooperative Financial Services
2003.07 - 2004.08
Bar Supervisor
Mickerbrook Bar & Restaurant
2001.01 - 2003.07
Sales advisor
Combined Insurance
2000.01 - 2001.01
A-Levels -
Gorey Community School
1994.09 - 2000.07