Lynda Kelly MSc.Bsoc
Belfast ,Co Armagh
Summary
Offering a strong foundation in customer service with exceptional communication and problem-solving skills. Knowledgeable about handling customer inquiries, managing complaints, and providing support in fast-paced environments. Ready to use and develop organisational, interpersonal, and customer service skills in the role of Bespoke Learning Analyst.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Project Manager of Educational Programme
APT / AMRI Charity
Dublin, Ireland
01.2023 - Current
- Strengthened community relations by organising 10 outreach programmes involving the local community
- Secured 35 education partners in initial 18-month engagement
- Implemented an ambassador programme to enhance student participation.
- Collected data on social issues to inform programme development.
- Improved programme quality with thorough script review and editing process.
- Updated curriculums in line with the latest educational standards, maintaining programme relevancy.
- Represented APT at general public hearings, forums, and conferences.
- Produced internal and external reports on advocacy activities for transparency purposes.
- Identified potential funding sources for increased financial stability.
- Built partnerships with key organisations, enhancing collaborative opportunities.
- Liaised with international partners on joint initiatives, promoting global collaboration.
- Maintained comprehensive databases of contacts and resources, ensuring efficient operations.
- Designed promotional materials for use in awareness-raising activities.
- Demonstrated ability to effectively and comfortably interact at the highest corporate and political levels and continuously upheld the highest personal levels of ethical conduct, confidentiality and integrity.
Student Co-ordinator
IELA
Dublin, Ireland
06.2023 - 07.2024
- Oversaw daily operations ensuring consistency in quality and service delivery.
- Acted as the first point of contact for client issues and queries
- Answered phone calls and responded to emails from clients
- Managed databases and information systems, maintaining accurate and accessible records.
- Addressed client complaints and resolved issues.
- Build and maintain strong relationships with partners and key stakeholders.
- Coordinated project meetings, documenting key action items and decisions.
Engagement Manager
NEFF, SIEMENS & BOSCH
Dublin , Ireland
09.2019 - 05.2022
- Utilised excellent communication skills to articulate the benefits of the company's products or services effectively.
- Acted as the first point of contact for customer queries and issues
- Worked closely with marketing teams to understand and uphold the unique selling proposition of each product and service promoted effectively
- Explained promotional offerings and loyalty programs to incentivise purchases.
- Attended promotional events representing the brand, enhancing the company's reputation.
- Fostered strong relationships with store management to ensure continued product visibility
- Kept records of all contact with clients using the CRM system.
- LMS Administration
- Communicated client feedback to leadership teams and identified improvement possibilities.
- Nurtured positive customer relationships to increase satisfaction and loyalty.
- Conducted customer surveys and recommended ways of improving customer satisfaction.
- Assessed CRM database use to evaluate account management and growth possibilities.
- Handled calls and enquiries
Business Development Manager
L'OREAL
Dublin , Ireland
01.2016 - 09.2019
- Managed a high volume of inbound calls, ensuring swift response times
- Acted as the first point of contact for customer issues and queries
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Grew regional accounts by 35%
- LMS Administration
- Consistently achieved daily performance targets, aiding department progression towards sales goals.
- Improved team productivity through effective collaboration and teamwork.
- Prepared detailed reports to provide insight into account performance.
- Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
- Coordinated with the finance department to manage account finances efficiently.
- Negotiated contracts to secure profitable deals.
- Delivered high sales performance within budget to strict deadlines and targets.
- Oversaw account portfolio (110 accounts ) to deliver top-quality account services.
- Placed customer orders, guiding product delivery timeframes.
- Addressed account inquiries and provided updated data from CRM software
Brand Ambassador
DYSON
Dublin , Ireland
06.2015 - 12.2015
- Built positive customer relationships, using interpersonal skills and natural charisma to engage in conversation.
- Increased brand awareness for better market penetration through energetic and passionate promotion.
- Provided product knowledge to customers with enthusiasm and accuracy.
- Used friendly, outgoing and positive personality to approach customers with confidence and professionalism, improvising in uncertain situations.
Education
MSc. Business Management - Accounting, Human Resource Management, CSR, Finance, Marketting, Accountancy, Presentation skills
UCD Michael Smurfit Graduate School of Business
Dublin 09.2015 - 06.2016
Bachelor of Science - Politics and International Relations & Sociology
University College Dublin
Dublin, Ireland 09.2012 - 05.2015
Skills
- Handling customer enquiries and calls
- Logging enquiries and complaints
- Accounts, processing bookings and generating invoices
- Resilience under pressure
- Customer service excellence
- Analytical problem solving
- Confident communicator
- Relationship-building
- Training needs analysis
- Microsoft Office Suite
- Project Management
- Public speaking
- Time-management
- Reporting and documentation
- CRM Software proficiency
- Database management
Timeline
Student Co-ordinator
IELA
06.2023 - 07.2024
Project Manager of Educational Programme
APT / AMRI Charity
01.2023 - Current
Engagement Manager
NEFF, SIEMENS & BOSCH
09.2019 - 05.2022
Business Development Manager
L'OREAL
01.2016 - 09.2019
MSc. Business Management - Accounting, Human Resource Management, CSR, Finance, Marketting, Accountancy, Presentation skills
UCD Michael Smurfit Graduate School of Business
09.2015 - 06.2016
Brand Ambassador
DYSON
06.2015 - 12.2015
Bachelor of Science - Politics and International Relations & Sociology
University College Dublin
09.2012 - 05.2015
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