1. Claire Broughan
8 Saint Josephs Tce Date Of Birth:
Portarlington
Laois 01st May 1988
Tel: 087-4133077
Email address: c.b.v.s@hotmail.com
QUALIFICATIONS
First Aid
Passed with Distinction
HACCP Training Course
Completed with Distinction
BA Legal Studies
- Business and
Commercial Law
- Probate and Land Law - Criminal Law and Tort
- Constitutional Law - Family Law and
Communications
- Sociology/Psychology
Leaving Certificate
Successfully Completed Leaving Certificate 7 Honours 1 Pass
EDUCATION
2005 - 2007: Waterford Institute of Technology
2000 - 2005: Colaiste Iosagain, Portarlington, Co. Offaly
HOBBIES AND INTERESTS
I have a keen interest in the cinema and films. I am also involved in charity work,
fundraising once a year with sponsorships for Telethon, LauraLynn Foundation,
Pieta House, Debra Ireland and NCBI.

2. SKILL SUMMARY
 Proven track record in the Customer Care Industry including troubleshooting &
meeting daily targets.
 Excellent communication skills & polite, professional & courteous telephone
manner.
 Capable of multi-tasking and prioritising the workload in order to improve
efficiency in the workplace.
 Continuously achieved & exceeded Key Performance Indicators effectively &
efficiently.
 Capable of motivating others to achieve objectives through personal example &
commitment.
 Very good working knowledge of Main Computer Application Packages.
 Very positive, adaptable & flexible approach to meeting challenges.
EMPLOYMENT
May 2013- Present : Paypal Europe
Collections Specialist
 Calling customers on a daily basis and collecting on negative balances . Stressing
urgency and educating customers on the Paypal product .
 Responding to customer E-mails in a professional and timely manner.
 Working to meet company targets on a monthly basis and also striving to hit my
own personal targets ie collections, wrap and quality targets .
 Daily Reporting to my direct supervisor on Agent Stats.
October 2011 - May 2013: BCW GROUP Blanchardstown
I worked as a collections advisor /back office support and then lead agent over a
pilot team.
 Calling customers using a dialler system who are in arrears on their accounts to
collect payments using a realex system and setting up payment arrangements
where necessary .
 Taking over on the Pilot team my main duties were liaising closely with my
manager and our Clients as we worked numerous different campaigns before they
were rolled out . My main duties included delegating specific tasks to agents and
ensuring team targets were hit on a monthly basis.I then reported directly to our
client with concerns , changes , successes and failures.

3. October 2010 – October 2011: TESCOS Naas, Kildare
 I worked as a cashier on the tills
 Cash handling
 Merchandising products
 Extensive knowledge of the products and services offered.
March 2008 – February 2009: AOL Broadband, Waterford City
I worked as a customer care/billing agent/ Second Level Complaints Agent. My
responsibilities included:
 Meeting & exceeding daily service level targets of 80% + and
meeting personal targets including wrap times & call times.
 Troubleshooting customer complaints and escalating issues to relevant
departments.
 Answering a high volume of calls – between 300-350 daily.
 Making outbound calls to customers regarding billing issues.
 Working as part of a specific team (2nd Level) of 7 agents – pro actively
resolving customer complaints.
January 2007 - February 2008: Rigney Dolphin, Waterford City
 My position was as a customer service representative/ Team Captain/
Contingency Team Leader. My duties included. Meeting & exceeding
daily service level targets of 85% or higher.
 Answering a large volume of calls – between 150-200 daily.
 Training new staff to meet personal targets including wrap times, break
times, call times, etc. I was based in a grad- bay environment.
 Working on various campaigns – Meteor Customer Care & Perlico
Customer Care , Sales , Technical Support , Dealer Support and also
worked closely with a specific group of agents to Launch Meteor 3G to the
market.
 As a contingency team leader my duties included one-one sessions with
agents regarding their progress and worked together on a strategic plan for
their self progression. Also to address issues with agents regarding
lateness / timekeeping and absences and taking the necessary steps
involved to ensure instances were kept to a minimum.
 As a team captain i was responsible for mainly for boosting the morale of
my team constantly gathering and listening to individual opinions and
suggestions on running daily and weekly incentives.
References available on request