Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Details - Location
Languages
Timeline
Generic

SINEAD FOLEY

Manorhamilton

Summary

Experienced and skillful Team Leader and Customer Service Agent with a proven ability to establish and maintain excellent communication and relationships with clients. Possess excellent time management skills combined with superior knowledge of the customer service industry. Dedicated to identifying customer needs and delivering effective solutions. Eager and quick to learn, with a penchant for picking up new hobbies and skills, ready to join the next team.

Overview

7
7
years of professional experience

Work History

Team Leader

Clipboard Health
10.2023 - Current
  • Promoted from frontline agent role due to consistently high-quality performance supporting a U.S.-based healthcare client.
  • Lead a team of 15 agents, driving performance across KPIs including Quality, CSAT, FCR, and AHT.
  • Conduct weekly audits (3 per agent), provide real-time coaching, host regular huddles, and facilitate team meetings to support agent development and maintain high standards.
  • Personally follow up with dissatisfied customers to gather feedback, identify trends, and contribute to policy and process improvements.

Call Centre Agent

Abtran
10.2021 - 05.2023
  • Worked on the sponsor team speaking daily with organisations such as TUSLA, HSE, NHA.
  • Delivered concise and clear information to a large number of customers daily via phone and email.
  • Processed a large number of applications daily using Microsoft Word and Excel.
  • Continually worked to enhance the call center's reputation by providing quality and timely service.
  • Attended meetings with the client daily, building a report and ensuring their needs are being met by the company

Cleaner

ISS Facility Services
01.2021 - 10.2021
  • Maintained commercial buildings as well as the trains at the station every evening.
  • Cleaned every location to a very high standard and within a short time limit.
  • Work daily with a team to ensure high standard of cleaning is achieved.
  • Great attention to detail and time management required for every job.

Sales Assistant

Carl Scarpa
12.2019 - 09.2020
  • Worked in a very busy shop environment.
  • Used the 7 Steps of Selling for interactions with every single customer.
  • Worked to find the perfect shoe to fit each customers' needs, going above and beyond where needed to find them a product they were happy with.
  • Regularly worked as a team to merchandise the shop.

General Operative

MCI
09.2018 - 08.2019
  • Worked in a manufacturing environment on rotating day and night shifts.
  • Handled the packing and production of products.
  • High level of quality control used to ensure only perfect parts are produced and packed.
  • Worked as part of a team and individually to ensure all quotas are reached.

Call Centre Agent

Eir
12.2017 - 09.2018
  • Used customer service skills daily to take a high volume of calls.
  • Used problem solving skills to resolve issues for many customers daily.
  • Used sales skills to encourage customers to buy the best phone and internet plans.
  • Worked to keep average call handling time to a minimum to ensure wait times were minimal for customers.

Education

Copywriter -

The Creative Copywriters Academy
01.2023

Skills

  • Copywriting
  • Creative Writing
  • Communication Skills
  • Customer Service
  • Computer Skills
  • Leadership Skills
  • Coaching

Hobbies and Interests

  • Guitar
  • Bass
  • Language learning (currently working on Japanese, Portuguese, and Irish)
  • Salsa
  • Fiction writing
  • Chess

Details - Location

Manorhamilton, Ireland

Languages

English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Portuguese
Intermediate (B1)
Irish
Intermediate (B1)

Timeline

Team Leader

Clipboard Health
10.2023 - Current

Call Centre Agent

Abtran
10.2021 - 05.2023

Cleaner

ISS Facility Services
01.2021 - 10.2021

Sales Assistant

Carl Scarpa
12.2019 - 09.2020

General Operative

MCI
09.2018 - 08.2019

Call Centre Agent

Eir
12.2017 - 09.2018

Copywriter -

The Creative Copywriters Academy

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SINEAD FOLEY