1. CATRIONA BAILEY
37 Cluain Arra, Gortboy, Newcastlewest, Co. Limerick
0879053527 ▪ allencat2@hotmail.com ▪ ie.linkedin.com/in/catrionabailey
Objectives
Customer service expert with over 15 years’ experience across multiple channels
Administrative position with focus on Client Relations/Customer Service
Profile
 Comfortable to work on both team and individual activities. Always delivering high
quality output
 Demonstrative track record of excellent customer focus with over 15 years.
 Possess excellent verbal and written communication skills and I amhighly organized,
thorough and self-motivated.
 IT Proficiency: Word, Excel, PowerPoint, Qfiniti & Hyperion.
 Trained on Oracle RightNow system to an administrator level which involved working
with analytics and configuration of passwords and other user settings.
 Adaptable, loyal and diligent with approved track record of going the extra mile which
I did as a senior agent in the team and undertook a point of contact role
 Full, clean driving license.
Experience
Admin Customer Support/Digital Representative ▪ January 2007 - Present
UPC Ireland ▪ LEDP Roxboro Rd Limerick
•Provide front line customer support as part of a co-coordinated team; answer all incoming
calls and correspondence in a multi–tasking environment.
•Respond professionally through verbal or written correspondence to customers enquiries in a
timely, informed and courteous manner.
•Strive towards first time resolution and take personal ownership of all customer queries.
•Be pro-active with customer queries in terms of follow up and escalation.
•Work to deadlines determined by customer service standards and business cycles.
•Assist with Call Centre duties as required.
•Responsible for assisting customers with the resolution to their complaints in a timely manner.
•Conducted a number of PowerPoint presentations to the Management teamwith details on
what we as a department have improved or needed to change.
•Rose to level of Point of contact role fromApril 2014 – June 2015. This involved attending
meetings on behalf of the team with other departments to facilitate better working
relationships with themand to create different processes.
•Assisted with the transition of the in house email management systemto the current one that
is in place today.

2. Catriona Bailey Page 2
Food Retail Senior Assistant ▪ July 1999 – December 2006
Lohan’s Centra ▪ Main Street, Adare, Co. Limerick
•Assisted customers with their queries and provided first rate customer care.
•Supervised the stock quality, shortages and ordering of goods received fromour local and
international suppliers.
•Working with people frommany walks of life, I learned about the importance of teamwork,
conflict management, compromise and influence.
•Responsible for the cash office activities.
Book Keeper ▪ 1995 - Present
Michael Allen Plant Hire ▪ Adare, Co Limerick
Transactions include purchases, sales, receipts and payments by an individual or organization.
Education and Achievements
 Fetac Level 5 in Customer Care: Distinction November 2009
 Manual handling course. January 2009
 RSA Diploma in Reception Skills. 1999
 National Council for Vocational Awards. 1999
References
Available upon request