Experience

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  Cuisine de france

  May 2005 - Apr 2007

  Telesales team leader

  Developed, managed & motivated a team of 13 to achieve/exceed revenue and profit growth targets. (Foodservices revenue target 40 million Euro per annum).- Managed the daily operational activities in a high volume, sales focused contact centre. - Responsible for the setting and achieving of service delivery targets e.g. (80% of all calls answered within 20 seconds, ASA 40 seconds, 98% answer rates etc)- Performance managed; both high & low performers.

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  Quinn direct insurance

  Mar 2008 - Apr 2009

  Claims team leader

  Developed, managed & motivated a team of 5 Claims Handlers to achieve/exceed team KPIs.- Responsible for delegating workloads, tracking handler and team KPIs.- Competency based performance management.- Promoted staff development through ongoing coaching and training.- Single point of contact for escalated complaints.- Implemented and upheld key corporate strategies; including absence management, succession planning & performance improvement initiatives.

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  Liberty insurance ireland

  Apr 2009 - Apr 2016

  Claims coordinator

  Responsible for a portfolio of personal injury claims with an overall reserve of approx. €20 million. - Pro-actively handled claims in accordance with the company’s claims philosophy, claims handling procedures and service levels.- Ensured adequate and appropriate reserves, throughout the life cycle of the claim.- Worked in conjunction with a panel of Solicitors to resolve litigated personal injury claims within designated authority levels in a timely and cost-effective manner.- Managed associated claims for Special Damages and dealt with plaintiff costs.- Represented the organisation at High Court Trials and provided instruction & authority to the Defence legal team.- Conducted settlement meetings at the Law Library/Four Courts plus provincial High Court sittings. - Negotiated directly with Plaintiff’s representatives. Show less

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  Fbd insurance

  Apr 2016 - now

  Delivered excellence in claims management, with particular focus on:- Developing individual handling expertise,- Delivering cost effective settlement outcomes, - Assuring quality and compliance; driving operational efficiency, - Embedding continuous improvement aligned with the company strategy.o Monitored workflowo Drove best practice handling behavior that supports attention to detail.o Assisted in managing the performance management cycle. o Monitored performance against individual performance objectives. o Supported under-performers, including the design & oversight of performance support plans. o Conducted regular reviews covering telephony & file audits.o Continuously coached, trained & mentored members of the Team.o Tracked settlement rates, recoveries, average settlement costs, average claims lifecycles; ensuring results are in line with targets. o Supported & drove effective communications across all departments. o Ensured adherence to procedure & processes & identified improvements in handling processes & operational controls. Show less

  • CX/EX Manager - Claims

    Feb 2022 - now

  • Assistant Claims Manager

    Oct 2017 - Feb 2022

  • Claims Operations Team Leader

    Apr 2016 - Oct 2017