Summary
Overview
Work History
Education
Skills
Timeline
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Elaine Bradley - QFA

Dundalk,Louth

Summary

Dynamic professional with extensive experience at Irish Life, excelling in cross-functional collaboration and customer satisfaction. Proven track record in coaching and upskilling teams, enhancing operational efficiency, and resolving complex queries. Adept at problem-solving and fostering relationships, driving successful project outcomes while delivering superior service.

Overview

20
20
years of professional experience

Work History

Executive Business Partner Care Rep

Irish Life
01.2023 - Current
  • Established relationships with key partners and advisers to ensure successful project outcomes.
  • Organised and facilitated regular meetings with senior management teams.
  • Created and maintained relationships with key stakeholders.
  • Coordinated cross-functional teams to deliver high quality results within tight timelines.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company processes.
  • Used excellent verbal skills to engage advisers and colleagues in conversation, and effectively determine needs and requirements.
  • Facilitated communication between cross-functional teams throughout the organisation.
  • Participated in training sessions designed to enhance knowledge base related to products and services offered by Irish Life.
  • Implemented process improvements to enhance operational efficiency.

Quality Checker and Coach

Irish Life
05.2020 - Current
  • Provided feedback regarding process improvements based on Quality Check results, and identified areas for improvement in procedures.
  • Provided training sessions designed to improve understanding of Quality Check principles and methods.
  • Assisted in onboarding new hires into the company and created 'nesting' programme
  • Provided individual coaching and mentoring to employees on best practices.
  • Acted as a liaison between employees and management to communicate training needs and outcomes.
  • Provided in-house training for journals on the team, and liaised with the Revenue Account team on keeping this training updated and relevant.
  • Worked closely with the S&D team to create missions to support self-learning.
  • Created video of Leads update so all employees could watch at a time that suits

Customer Service and Pension Representative

Irish Life
05.2005 - 05.2020
  • Provided customer service by answering product and service related questions.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
  • Provided customer service support to employees who have questions about their pensions, as part of the Pension team.
  • Enhanced product knowledge through continuous learning and professional development activities, in particular, pensions.

Education

QFA

LIA
01-2013

Skills

  • Communication and influencing through coaching and upskilling
  • Delivering superior customer satisfaction on owning the FP escalation project and ensuring cases are dealt with proficiently
  • Problem solving - proficient in journals and suspense reports
  • Planning and organising - identifying coaching and upskilling needs, and provide required training
  • Cross-functional collaboration involves working closely with all teams across the company, maintaining relationships on escalation cases for FPs

Timeline

Executive Business Partner Care Rep

Irish Life
01.2023 - Current

Quality Checker and Coach

Irish Life
05.2020 - Current

Customer Service and Pension Representative

Irish Life
05.2005 - 05.2020

QFA

LIA

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Elaine Bradley - QFA