Darren Molloy QFA RPA

Experience

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  TELUS

  Mar 2012 - Oct 2012

  Client Account Management
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  Unisource Canada

  Oct 2012 - Jul 2013

  National accounts representative

  • Processing huge volumes of client orders on internal computer systems within sla.• Working with North American warehouses to ensure orders are delivered correctly and on-time.• Working with multiple logistical companies to provide the best service to our clients.• Actively participating in meetings and company training programs to better my knowledge of the company.

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  Ulster Bank

  Jul 2013 - Aug 2014

  Customer Service Advisor

  • Managing branch foreign currency, daily balancing branch foreign currency• Managing remittance of foreign currency to and from Ulster Bank Cash Centre• Processing international bank transfers.• Complaint handling• Complaint resolution

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  New Ireland Assurance

  Aug 2014 - Jul 2017

  Senior Customer Service Advisor

  I started with New Ireland Assurance on the customer support team, handling queries through multiple communication channels from both internal and external stakeholders. During my time in this role I have developed a number of key skills such as communication, interpersonal, organisational and decision making skills.As my experience on the team has grown I have progressed into a senior position providing training and support to team members. I have also supported my Team Leader with management of the SLA and through the roll out of various service initiatives. I have also gained valuable experience building and maintaining relationships through deputising for my Team Leader in his absence.Key Responsibilities include:• Delivering a consistently high level of service to our customers through phone and email communication through use of the promise model.• Encouraging our customers to use our digital services, including fund centre and Docusign forms for example.• Developing strong relationships with our internal and external customers.• Resolving escalated and complex queries and calls.• Working hard to support my Team Leader and deliver on our service goals. This includes capacity planning, team rosters and attending forecasting and planning meetings in his absence.• Organising and delivering team huddles, meetings and training sessions.• Constantly improving my business awareness skills by keeping up to date with financial markets and New Ireland's business objectives, competitive position and market performance.• Providing telephony support to Customer service phone Teams to deliver on our departmental service level agreements.• Maintain an in-depth understanding and knowledge of the products offered by our competitors. Show less

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  Cornmarket Group Financial Services Ltd.

  Aug 2017 - now

  In January 2023 I was promoted to Manager of the Financial Planning Support Division in Cornmarket. In this role I oversee the performance and development of three teams. These teams deliver multiple business functions designed to support the advice and sales process.In this role my core responsibilities are;• To manage and coach 3 team leaders – assisting their development and providing people management support when required.• Supervise the implementation of training and development plans for over 25 staff.• Regular reporting and business updates to the head of life sales and director of life sales.o Data Analysis – using our data to make informed decisions and changes when required.• Oversee change management including implementation of new systems/softwareo Large change projects include the introduction of Genesys telephony platform and Salesforce leads management software.• Work closely with our compliance department to maintain open communication in the changing regulatory environment.o Develop robust quality controls.o Regularly review processes and procedure documents for the division• Capacity planningo Forecast workflow volumeso Deliver sufficient capacity to meet demando Work closely with company directors to plan headcount budgets and get approval if additional ‘out of budget’ recruitment required.• Strategic developmento Successfully build teams within the divisiono Since June 2022 I have tripled the number of staff in the division and created two new teams that deliver multiple functions to the business. While growth at this rate was a challenge it was incredibly rewarding to see the journey first hand from planning through to implementation, recruitment, training and successful target achievement.• Delivering capacity growth through process efficiencies• Develop and mentor all staff in the contact centre via training and progression plans• Escalated complaint/Ombudsman complaint management Show less In January 2019 I was promoted to Team Leader in the Customer Contact Centre in Cornmarket. The team was made up 6 staff members with varying degrees of experience, qualifications and career goals.In this role my key responsibilities were; • To manage and coach 6 staff members to develop in their roles from a knowledge, skills and performance perspective.• To deliver consistently high performance and to meet/exceed individual and team targets.• Regularly review and update team processes and procedures, to identify efficiencies, process improvement and oversee adherence to company/industry compliance standards.• Create and implement a progression plan for the team, monitor and update this regularly to align with business objectives.• Working with multiple sales managers to develop outbound campaign strategies, with a focus on meeting sales consultants diary quotas each week.• Running and analysing MI reports to assess team performance. Using this data to provide targeted coaching and training sessions on an individual and team level.• Building relationships with both internal and external stakeholders • Quality checking a variety of team tasks including outbound calls, mailbox administration, appointment letters, inbound calls and other administration tasks.• Complaint investigation and resolution • Demonstrate the ability to prioritise workloads when required • Recruit new team members as required, conducting interviews alongside our company recruiter. • Developing induction training program and delivering this to new team members • Coordinating team capacity to deliver the best results for the team and the business. Show less In August 2018 I was promoted to a Training Co-Ordinator role in the Life Services department of Cornmarket. In this role I planned and delivered training to 40 staff across three separate areas of the Life Services department. These area’s were responsible for delivering multiple core functions to the life sales department.This training focused on a number of key areas including;• Product knowledge (Pensions, Investments, Life Assurance, Salary Protection)• Systems (Outlook, AS400, Sharepoint, Excel, FHC4, Proposal Tracking)• Telephone technique, customer service skills, communication skills. Show less

  • Manager - Financial Planning Support

    Jan 2023 - now

  • Team Leader

    Jan 2019 - Dec 2022

  • Training Coordinator

    Aug 2018 - Jan 2019

  • Life Services Administrator

    Aug 2017 - Aug 2018