Summary
Overview
Work history
Skills
Timeline
Generic
Caitlin Lowry

Caitlin Lowry

Belfast,County Down

Summary

A dependable and adaptable individual with two years of experience in customer service, team leadership, and performance management. I have demonstrated success in these areas and proven my ability to resolve customer issues effectively while maintaining high service standards, with a strong focus on achieving targets and driving success.

Overview

7
7
years of professional experience

Work history

Interim Manager

NI Direct/Serco
Belfast , Down
07.2024 - 10.2024
  • Managed a team, overseeing daily operations and ensuring targets were met.
  • Conducted training sessions for new and existing team members
  • Resolved performance issues, including call quality fails, ensuring continuous improvement
  • Delivered regular performance feedback and coaching to improve team productivity

Lead Advisor

NI Direct/Serco
Belfast , Down
01.2024 - 07.2024
  • Supervised team adherence schedules, ensuring compliance
  • Acted as point of contact in the absence of team manager
  • Addressed team issues, offering solutions and improving overall morale and efficiency
  • Established effective communication channels which contributed to information flow

Customer Service Representative

NI Direct/Serco
Belfast, County Down
01.2023 - 01.2024
  • Managed inbound and outbound customer calls with a focus on quality of service
  • Consistently achieved 100% in call quality assessments
  • Recording IVRs for a variety of lines of businesses
  • Resolved customer inquiries effectively and efficiently, ensuring a high level of customer satisfaction.

Receptionist

Starvision
Belfast, County Down
11.2017 - 01.2023
  • Enforced policies and procedures.
  • Handled incoming telephone calls, taking accurate messages and relaying to personnel in a timely communication.
  • Enhanced customer satisfaction by efficiently managing all front desk enquiries.
  • Answered and helped resolve enquiries from clients, vendors and the general public.

Skills

  • Leadership and Team Management
  • Call Quality Monitoring
  • Time Management and Scheduling
  • Customer Service Skills
  • Conflict Resolution and Problem Solving

Timeline

Interim Manager

NI Direct/Serco
07.2024 - 10.2024

Lead Advisor

NI Direct/Serco
01.2024 - 07.2024

Customer Service Representative

NI Direct/Serco
01.2023 - 01.2024

Receptionist

Starvision
11.2017 - 01.2023

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Caitlin Lowry