Linda Bracken has over 14 years of experience as a customer service team leader, most recently leading a team of 7 people. She has a track record of success in meeting targets and reducing backlogs. She is seeking a new position where she can continue developing her career and leadership skills.

1. Linda Bracken
77 Cushlawn Park, Tallaght, Dublin 24.
Phone: +353 87 2208982
Email: linda4031@hotmail.com Linkedin: linkedin.com/username
PROFILE
Highly motivated and enthusiastic individual with over 14 years’ experience in the customer
services sector. Team player who knows how to motivate and coach team members to fulfil their
potential. Currently seeking a position in a progressive company that will help me grow and
develop my career.
CAREER HISTORY
Team Leader, Customer Services, PRL 01/12/2015 - Present
 Promoted to team leader responsible for the day to day management of 7 team members
reporting directly into the senior operations manager.
 Directly responsible for PRL’s two largest clients. Ensuring the success of these clients
through regular meeting both virtual and face to face across the UK & Ireland.
 Setting targets for team members and ensuring that these targets are met through
various styles of coaching and motivating.
 Monitoring call service levels and call quality targets with the team while taking a pro
active approach to ensure all KPI’s are met.
 Articulating customer, team and policy challenges with a can do attitude to senior
management ensuring the success of our department.
 Manage motivate and develop team members promoting team spirit and positive attrition
within the team.
 Complete handling of internal and external audits for the customer services department
Team Leader, Pharma Customer Services, PRL 01/06/2013 – 01/12/2015
 Managing of Pharma customer services team (selling of medical products as a 3rd party
for GlaxoSmithKline)
 Complete handling of internal and external audits for the customer services department
 Setting Targets within the team and ensuring they are met daily
 Liasing between the client on a daily basis as well as monthly meetings
 Responsible for Call Service Levels and Call Quality targets
 Monitoring teams progress to ensure maximum productivity while achieving Service Level
 Handling of escalated calls / complaints from customers and seen them through to
resolution
 Ensuring correct adherence to all policies and procedures.
 Feeding back any changes to policies / procedures to my team in a timely manner and
ensuring that each member understood fully the changes made
 Ensuring that all duties were carried out accurately and timely and no backlogs occurred
 Ensuring all daily, weekly and monthly reports were processed
 Manage motivate and develop Team Members promoting team spirit, and career
progression
 Processing of orders for HSE ensuring all requested batches are sent and customer
confirmation received.
 Lead sponsor of numerous improvement projects namely migrating order systems and
the training of the rest of the department to ensure a smooth transition.

2. Team Leader, Import Billing, UPS 01/06/2010 – 01/10/2012
 Responsibility for the day to day management of a team of 27 people and the billing of
customers within 15 countries
 Liaising between the countries as well as my management team to ensure all problems
and results were reported back and resolved in a timely manner.
 Ensuring correct adherence to all policies and procedures.
 Delegating tasks and also rotating day to day tasks based on the volume of workload of
each team member
 Ensuring all daily, weekly and monthly reports were processed
 Looking after the brokerage area of imports as well as the world wide forwarding and
paperwork side as the team was split into 3 sections.
 Ensuring all books for each country balanced weekly / monthly
 Processing of monthly internal audits as well as Deloitte and Touché audits and ensuring
that a score of 92% or above was achieved and where this was not achieved putting
procedures in place with my management team to ensure that the exceptions found were
not repeated
 Liaising with IT to ensure fast turnaround times on reported problems
 Working in a pressurised environment while maintaining a positive attitude at all times.
 Manage motivate and develop Team Members promoting team spirit, and career
progression
 Carrying out monthly team meetings and also daily stand ups.
 Carrying out appraisals at mid year and year end with all Employees
 Providing One to One feedback each month to all team members using previous months
KPI’s for guidance whilst also addressing any target issues that may have occurred on a
day to day basis. Ensuring that team members felt supported at all times by creating an
informal environment.
 Dealing with any personnel issues that may have arose with any of my team members in
a confident and confidential manner.
 Organising training for new employees and also for any member of my team that may be
running into difficulty in a particular area of their work.
Team Leader, Customer Services, UPS 01/01/2002 – 01/06/2010
 Responsible for the day to day management of team
 Responsible for Call Centre Service Levels and Call Quality targets
 Monitoring teams progress to ensure maximum productivity while achieving Service Level
 Looking after escalated calls / complaints from customers and seen them through to
resolution within a 5 day timeframe
 Completing Probationary Training Assessments for new CSR’s
 Ensuring correct adherence to all policies and procedures.
 Ensuring that all duties were carried out accurately and timely and no backlogs occurred
 Submitting in a timely and accurate manner all Time Sheets to Payroll.
 Manage motivate and develop Team Members promoting team spirit, and career
progression
 Maintaining up to date Employment Records for all Team Members.
 Carrying out appraisals timely with all Employees
 Providing One to One feedback each month to all team members based on the previous
months KPI’s
 Processing of quarterly bonus for each team member and reviewing individually the
reason for any deductions in each CSR’s bonus
Achievements:
Throughout my career with UPS I have been repeatedly parachuted into teams that have had
major backlogs and on all occasions managing to reduce this backlog.
First team leader employed for PRL which meant having to redefine the culture within the team
and set up policies and procedures. Reduced the outstanding billing at month end to a company
low within six months in this role.

3. EDUCATION & TRAINING
Diploma in Professional Competency
IBEC
Subjects included
Commercial Awarness, Leadership, Communications and Influencing,
Teamworking, Project Management, Performance and People,
Time Management, Assertiveness and Conflict, Motivation, Presentation Skills,
Financial Skills, Decision Making and Self Awareness
01/09/2015 - Present
Effective Communication
Quest for Leadership
Time Management
Train the Trainer
Presentation Skills
United Parcel Services(UPS) 01/01/2002 – 01/10/2012
IT SKILLS & LANGUAGES
 Advanced user of SAP, Excel, Word and PowerPoint.
 Competent in all processing systems with an aptitude to learn quickly.
INTERESTS
Gym, Healthy living, Gardening & Meditation.
References available on request