Sylvia Kane

Experience

• 

  Falcon Holidays (TUI)

  Jan 1994 - Dec 2009

  Customer Service and Operations Manager

  Managed a team of 10 executives, responsible for a multiplicity of customer and legal scenarios.With a strong emphasis on colleague and customer engagement, I led and motivated the team to deliver best in class customer serviceBrought about savings and efficiencies, by pleading cases at Small Claims and ArbitrationsPartnered closely with cross-functional stakeholders - legal, operations, product and marketing

• 

  Amigo Media

  Jan 2011 - Dec 2012

  Content Manager

  Managed site content

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  TUI

  Dec 2012 - Dec 2019

  Contact Center and Business Change Manager

  Managed a team of multi-skilled holiday advisors, handling a range of different functions in a fast-paced, high-pressure environmentResponsible for VCC, direct and 3rd party flying sales and supportGuided team through digital transformation, testing and integration of new technologyDrove efficiencies and operational excellence by introducing cross-functional working practicesProject managed a number of high profile developments and deployments within the UK and Ireland, collaborating with stakeholders and other business leads across several geographiesProduced UAT scripts for testing teamsSupported the successful delivery of the Falcon to TUI rebrandPresented at monthly senior leadership meetingsHeld pivotal role as on-call duty manager Show less

• 

  PTSB

  Feb 2020 - May 2021

  Assistant Manager

  Managed a team responsible for a regulatory functionSupported the team through the initial proof of concept stage, resulting in a new BAU function within the operations division of the bankEnsured 100% compliance, in line with internal policies and external regulatory controls

• 

  Pobal

  Aug 2021 - Oct 2021

  Support Officer

  Managed customer case loads and analysed information received against programme policies.

• 

  Uniphar Medtech

  Oct 2021 - Jan 2022

  QCRA administrator
• 

  PTSB

  Jan 2022 - Nov 2022

  GDPR Administrator
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  Aer Lingus

  Sept 2022 - now

  • Compliance and Regulation Specialist

    Oct 2023 - now

  • Customer Service Delivery Manager

    Jul 2023 - Oct 2023

  • Duty Manager

    Mar 2023 - Jul 2023

  • Customer Relations

    Sept 2022 - Mar 2023