Nicole Herlihy
Midleton,County Cork
Summary
Experienced Team Manager responsible for leading and engaging a team
of 10+ Customer Relations Advisors, managing the team through various projects such as the CR+ Evolution Pilot.
I am passionate about creating a positive and productive environment, where everyone feels valued and respected.
Overview
17
17
years of professional experience
Work history
Team Lead - RCC Chat Sales
Apple Inc.
Cork, County Cork
01.2024 - Current
- Leading a Team of 11 French & German Chat Sales Specialists
- Hosting weekly team meetings and 1x1s
- Conduct regular performance reviews to identify areas of improvement for each team member.
- Encourage open communication, fostering a positive work culture.
- Supporting my team's personal growth and development
- Assisting with onboarding interviews, such as being part of the onboarding process for the new India team.
Team Manager - temporary assignment
Apple Inc.
Cork, County Cork
02.2023 - 01.2024
- Manage, motivate and develop a team of German customer relations Advisors to deliver exceptional customer service.
- Monitor team development, setting performance objectives and providing constructive feedback for continued growth
- Leading the team through a change from a phone-facing to a chat environment reducing AHT by 12% since start of the Pilot project.
- Manage a group of service matter expert advisors involved in the REACH outreach project.
Team Manager Rotation
Apple Inc.
Midleton, County Cork
05.2021 - 03.2022
- Managing a Team of 15 Customer Relation advisors and carrying out regular call and communication monitoring, ensuring the team meets quality standards.
- Hosting weekly team meetings and 1x1s
- Leading the team through a cross skilling process, ensuring to keep up the standards and advisors well being
- Ambassador for Apples Career Development Program and taking part in regular meetings
- Running weekly reports in relation to Quality Standards, Surveys and Metrics
- Receiving positive feedback from both advisors and management
Mentor and Advisor Agreement Admin and iOS
Apple Inc.
Midleton, County Cork
02.2013 - 02.2023
- Managed high-volume customer enquiries, delivering helpful timely and professional service.
- Identified and effectively resolved customer issues.
- Mentoring new hires and constantly supporting peers in chats, workshops and meetings
- Taking part in various projects outside the daily scope.
Practice Manager
Midleton Footclinic
08.2010 - 01.2013
Tier 2 MacOS Advisor
Apple Inc.
Cork, County Cork
08.2008 - 08.2010
Education
Diploma of Higher Education -
College for Tourism/Hotel Post
Villach 07.1995
Skills
- Coaching and mentoring
- Strategic problem-solving
- Team leadership
- Proficient multitasker
- Languages: Fluent: German, English, Basic: Italian
Timeline
Team Lead - RCC Chat Sales
Apple Inc.
01.2024 - Current
Team Manager - temporary assignment
Apple Inc.
02.2023 - 01.2024
Team Manager Rotation
Apple Inc.
05.2021 - 03.2022
Mentor and Advisor Agreement Admin and iOS
Apple Inc.
02.2013 - 02.2023
Practice Manager
Midleton Footclinic
08.2010 - 01.2013
Tier 2 MacOS Advisor
Apple Inc.
08.2008 - 08.2010
Diploma of Higher Education -
College for Tourism/Hotel Post
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