Emma Coneglan
Luncarty
Summary
I recently relocated from New Zealand to Scotland with my partner, who is originally from Perth.
My most recent employment role was as a Senior Client Support Specialist at Apex Advice Group, where I provided high-quality customer service and support. This position required strong communication skills, attention to detail, and the ability to manage client relationships effectively.
I am known for being reliable, highly organized, and an excellent communicator, both in writing and in person.
Previously, I spent 13 years in the commercial cleaning industry, where I first owned a franchise before progressing to a national operations management role for a major franchising company. This experience allowed me to develop expertise in both business administration and operational management.
I am available to start work from early April.
Overview
16
16
years of professional experience
Work History
Senior Client Support Specialist
Apex Advice Group
2022.08 - 2025.02
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Achieved high levels of customer satisfaction - consistently meeting or exceeding performance metrics. Highest achiever in my team of 7.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Maintained accurate records of all complaints received, actions taken, and outcomes achieved for reporting purposes.
- Completed monthly reports for 400+ clients who were behind in payments - making contact and organising solutions based on the individual financial position of each client.
- Reviewed, analyzed and submitted claims on behalf of our clients to ensure accuracy, completeness, and compliance with each individual insurers policies.
- Collaborated with insurance providers daily to resolve complex claims issues efficiently and effectively. Ensuring the best outcome for clients.
- Trained new employees on the Client Support process - making the job as streamlined and efficient as possible without compromising client experience or maintenance of record keeping.
Head of Group Operations
Cleancorp
2017.10 - 2022.07
- Successfully led all daily operational aspects of the business, liaising directly with customers and franchisees
- Effectively directed and oversaw staff schedules to meet the needs of the operations department as well as the needs of customers and franchisees
- Managed budgets, ensuring cost-effective allocation of resources and financial stability for the organization.
- Collaborated with senior leadership on long-term planning efforts, including capital investments and growth strategies.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Franchise Business Owner
Paramount Services
2009.04 - 2017.06
- Managed all financial, operational, HR and client related aspects of the business and effectively employed and managed 35 staff at the peak of the business
- Fostered client relationships to drive repeat business and referrals.
- Built a loyal customer base with exceptional service and honest communication.
- Extensive experience in large scale hard floor maintenance (strip & seal), schools, retail stores - mainly Farmers Department Stores.
Skills
- Ability to multitask
- Leadership
- Empathy and patience
- Strong work ethic
- CRM software - Salesforce
- Issue & complaint resolution
- Effective time management
- Excellent customer service
- Calm & professional under pressure
- Excellent oral & written communication
- Microsoft Office proficient - Outlook, Word, Excel
- Xero Payroll - 1 year experience
Personal Information
- Language: English
- D.O.B: 14-04-1986
- Driving License: Full New Zealand - nil defaults
References
Paula Harborth
Apex Advice Group
Client Support Team Lead
paulah@apexgroup.co.nz
+64 21 226 2468
Kym Ackeus
Cleancorp New Zealand
Former National Franchise Manager
AND
Apex Advice Group
Financial Adviser
kyma@apexgroup.co.nz
+64 21 811 140
Anne Richmond
Apex Advice Group
Former Client Support Team Lead
annetoby11@gmail.com
+64 27 684 1470
Timeline
Senior Client Support Specialist
Apex Advice Group
2022.08 - 2025.02
Head of Group Operations
Cleancorp
2017.10 - 2022.07
Franchise Business Owner
Paramount Services
2009.04 - 2017.06