Olivia Brennan
Epworth,North Lincolnshire
Summary
Reliable professional with experience in handling high call volumes with accuracy for optimum productivity. Offers outstanding problem-solving and rapport-building skills to seek timely solutions to problems. Dependable team player committed to improving call metric standards. Energetic educator with proven skills in teaching diverse subjects. Keep classrooms organized and students on-task to facilitate effective learning. Diligent and adaptable in meeting individual student needs in safe educational environments.
Overview
10
10
years of professional experience
Work History
Senior Leadership Team (Education)
Flourish With Us
Winterton, North Lincolnshire
04.2022 - Current
- Fostered positive employee relationships through communication, training and coaching.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Trained and empowered staff to resolve complaints appropriately to maintain customer satisfaction.
- Integrated creative learning strategies, such as games and team-building exercises, resulting in increased classroom engagement.
- Established strong, supportive relationships with families, encouraging parental involvement to boost children's achievement.
- Prepared and delivered creative curriculum for children aged 5-11 in subjects including maths and English.
- Encouraged personal development by motivating students to use mental and social capabilities.
- Safeguarded security of all students and intervened in cases of conflict between students.
- Set expectations for behaviour and dealt with discipline cases as outlined in school policies.
- Identified SEN and gifted students to provide access to extra resources and services.
- Encouraged students to work together to achieve goals.
Teacher
Teach Primary LTD
Scunthorpe, North Lincolnshire
05.2021 - 04.2022
- Boosted student success by maximising individual learning, balancing group and individual instruction models to accommodate different academic levels.
- Prioritised strategies to develop responsible, independent learners.
- Worked collaboratively with other teachers to review data and develop instructional strategies to address student learning objectives.
- Completed training courses to keep up-to-date with new teaching methods and developments in the field.
- Established strong, supportive relationships with families, encouraging parental involvement to boost children's achievement.
- Marked and provided constructive feedback on homework tasks and class projects.
- Supervised and mentored teaching assistants to build confidence and cultivate effective classroom environments.
- Utilised visual aids and classroom displays to support engaging lesson delivery and enhance student understanding.
- Evaluated own teaching critically to identify weak areas and make improvements.
- Set expectations for behaviour and dealt with discipline cases as outlined in school policies.
- Planned and presented lessons catering to varying needs and abilities.
- Organised and took part in school events, outings and activities happening during weekends and evenings.
Teacher in a Primary School
Lakeside Primary Academy
Doncaster, South Yorkshire
01.2019 - 03.2021
- Maintained working knowledge of Key Stage 2 curriculum and related guidance.
- Integrated creative learning strategies, such as games and team-building exercises, resulting in increased classroom engagement.
- Established strong, supportive relationships with families, encouraging parental involvement to boost children's achievement.
- Marked and provided constructive feedback on homework tasks and class projects.
- Supervised and mentored teaching assistants to build confidence and cultivate effective classroom environments.
- Led parent meetings to discuss student attendance, attainment and behaviour.
- Prepared and presented informative reports to parents.
- Tested and analysed students for customised progress in oral and written work.
- Evaluated own teaching critically to identify weak areas and make improvements.
Retention Consultant (Call Centre Agent)
Direct Line Group
Doncaster, South Yorkshire
09.2013 - 08.2017
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Attended regular product training to enhance customer advice.
- Successfully generated new business via telephone sales, achieving profit growth targets.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Increased client retention by building instant rapport and establishing customer trust.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Acted as first point of contact for customer issues and queries.
- Met call time quotas with concise communication and following established scripts.
- Smoothened customer onboarding experience, providing superior level of customer care.
- Answered customer enquiries with excellent customer service skills.
- Delivered telesales scripts clearly to engage callers with relevant service information.
- Navigated internal computer database for smooth client interactions.
Education
PGCE Primary (5-11) - Education
Bishop Grosseteste College
Lincoln 09/2017 - 08/2018
Bachelor of Arts - Religion
University of Hull
Hull 09/2010 - 08/2013
A-Levels - Law, Religion, English Literature, General Studies, Travel and Tourism
John Leggott Sixth Form College
Scunthorpe 09/2008 - 08/2010
GCSEs -
North Axholme Comprehensive School
Crowle, North LincolnshireSkills
- Interpersonal skills
- Expert communicator
- Target driven
- Customer rapport building
- Personable telephone manner
- Practical problem solver
- Customer retention
Timeline
Senior Leadership Team (Education)
Flourish With Us
04.2022 - Current
Teacher
Teach Primary LTD
05.2021 - 04.2022
Teacher in a Primary School
Lakeside Primary Academy
01.2019 - 03.2021
Retention Consultant (Call Centre Agent)
Direct Line Group
09.2013 - 08.2017
PGCE Primary (5-11) - Education
Bishop Grosseteste College
09/2017 - 08/2018
Bachelor of Arts - Religion
University of Hull
09/2010 - 08/2013
A-Levels - Law, Religion, English Literature, General Studies, Travel and Tourism
John Leggott Sixth Form College
09/2008 - 08/2010
GCSEs -
North Axholme Comprehensive School
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