Jemma Sheridan

Jemma Sheridan Los Cristianos, Tenerife - •- Work Experience Accounts Payable Specialist Murphy International, Great Connell, Newbridge, Kildare June 2023 - July 2024 ● Processing a high volume of invoices/ credit notes. ● Submit invoices for approval on system and place in relevant persons folder. ● Daily checks on proactis to ensure invoices stuck in the registration process are dealt with. ● Completing creditor recs. ● Submitting payment requests. ● Sending remits. ● Following up on supplier queries. ● Keep supplier account and bank info accurate and up to date by ensuring any changes are forwarded to the relevant department. ● Send payment queries to relevant people and liaise with suppliers. Accounts Payable Assistant - Extraspace Solutions Uk ltd ESS Modular, Crag Avenue Business Park, Clondalkin, Dublin 22 September 2022 - June 2023 ● Processing a high volume of invoices/ credit notes. ● Completing creditor recs. ● Making payments to suppliers via online banking. ● Sending remits. ● Following up on supplier queries. ● Set up/ update supplier account and bank information. ● Manage shared mailbox. ● Update and control cashflow. ● Complete expenses for all internal staff in the UK company on a fortnightly basis. ● Complete reports - vendor weekly payment report/ subcontractor jet report. ● Send payment queries to relevant people and liaise with suppliers. ● Update and keep track of weekly queries folder sent to site orders and purchasing. Chubb Quality And Complaints Analyst Sedgwick, Merrion Hall, Strand Road, Sandymount, Dublin June 2022 - September 2022 ● Same duties as previous role. Quality Analyst AA Ireland, 20/21 South William St, Maryland House, Dublin 2 January 2021 - June 2022 ● Monitoring calls, webchats and emails daily. ● I work on a continuous process of evaluating and identifying key behaviors and defects that drive, or reduce, sales, and improve customer experience. I ensure that the agents provide quality service not only in line with the organizational objectives but also from a compliance perspective. ● Ensure my evaluations are completed in the given time frame. ● Monitoring trends amongst agents and effectively providing feedback through an evaluation form in order to guide the agent leading to a better overall customer experience. ● Maintain strong relationships and provide feedback to the supervisors in the call center. ● Complete calibration sessions. ● Provide suggestions to improve the customer experience (change in scripting, sales stance, how agent feedback is delivered). ● Complete 1:1’s with agents who require additional support. Providing training sessions and offering continuous support. ● Complete monthly reports of findings for each individual team but also the contact centre as a whole. ● Complete a monthly presentation which reports on each aspect of the QA process. Presenting trends, comparison of scores and corrective action completion rates. This is presented to the directors of the company. ● Attend various meetings giving my input on different topics that are at hand, whether that be potential process changes or updates on current processes and how they’re working. ● Minute taking. ● I complete root cause analysis and identify gaps in performance and knowledge. Customer Care Agent June 2019 - January 2021 AA Ireland, 20/21 South William St, Maryland House, Dublin 2 ● I was a call centre agent from June 2019 until November 2019. I then transferred to the webchat team from November 2019 until January 2021. ● Answered customer queries via phone, email and webchat. ● Multitasked,particularly on webchat where I could service up to 6 chats at once and complete emails in the background. ● Handled complaints or escalated the situation to management where required. ● Managed large amounts of calls, webchats and emails in a timely manner while staying calm. ● Followed call center “scripts” when handling different topics, keeping in line with the Central Banks consumer protection code. ● Identified customers’ needs, clarified information, researched every issue and provided solutions. ● Seized opportunities to upsell products when they arose (Membership or home insurance). ● Built sustainable relationships, empathised and engaged with customers by going the extra mile. ● Gained further computer skills through the constant use of multiple systems. ● Submitted relevant and clear notes from customer interactions. ● Adapted to the needs of each customer, dealing with vulnerable customers on a daily basis. ● Communicated frequently with underwriters through calls and emails. ● Completed follow up calls on customer queries where required. Stockroom Team Leader JD sports, Jervis Shopping Centre, 125 Abbey St Upper, Dublin 1 January 2017 - June 2019 ● Ensured stock that was requested by floor staff was sent out in a timely manner. ● In charge of ensuring the stockroom was kept clean and free from potential hazards. ● I was in charge of collecting stock delivery each morning. I had to ensure sufficient security tags were placed on every new piece of stock. ● Organised splitting the shipment into individual groups. I had to effectively place the stock in an accessible location, grouped by popularity. ● Moved new merchandise from the stockroom to display throughout the shop. ● Accurately maintained company database including all stock and inventory items. ● Monitored and reported any missing or lost inventory to management. ● Prioritised workloads and managed tasks in an efficient, timely and safe manner. I set my team up in different areas of the stockroom, ensuring the day ran smoothly. ● Delegated tasks to team members. ● Completed inter branch transfers. ● Motivated my team to achieve organizational goals. ● Developed and implemented a timeline to achieve targets. ● Conducted performance reviews. Sales Associate JD sports, Jervis Shopping Centre, 125 Abbey St Upper, Dublin 1 November 2016 - January 2017 ● Attended to and sold to as many customers as possible. ● Ensured up to date promotion and presentation of stock was maintained. ● Seized opportunities to upsell products when they arose. (Add ons such as shoe cleaners). ● Maintained a high level of customer service. ● Successfully passed mystery shopper reports. ● Acknowledged customers and greeted them when they entered the shop. ● Made the customer aware of new stock. ● Offered alternatives to a product if it was unavailable or encouraged the customer to order it through the kiosk. ● Ensured that the standard of service given encourages the customer to return soon. ● Assisted in keeping the sales floor and staff areas clean. ● Assisted with visual merchandising around the shop and in the window. ● Dealt with money by use of the till. Education Diploma in Criminal Justice and Criminal Psychology International Career Institute Kandoy House 2 Fairview Strand Dublin 3 APA Qualification (NFQ Level 7) Sligo IT, Ash Ln, Ballytivnan, Sligo Successfully completed in 2021 Leaving Cert Leinster Senior College, Courtyard, Newbridge, Co.Kildare Successfully completed in 2017 Skills ● Excellent time management. ● Proficient in excel. ● Ability to successfully multitask. ● Detail orientated with excellent attention to detail. ● Capable of working off my own initiative but also enjoy being part of a team. ● Excellent communication and active listening skills. ● Ability to stay self motivated through creating targets for myself to reach. ● Very fast learner, with the ability to successfully learn through “on the job” training. ● Ability to adapt to change and extremely dependable. ● Excellent problem-solving skills. I enjoy thinking outside of the box and coming up with different ways of solving problems. ● I have a very strong work ethic and go above and beyond to ensure my work is to the best of my ability. References Available upon request.