Elaine Breen

Experienced administration, operations and business support professional with over 25 years' experience working in fast-paced customer service, financial services and business environments. Experienced in reviewing documentation, maintaining accurate records and ensuring compliance with established procedures and operational standards. Experienced in working within regulated environments where accuracy, confidentiality and adherence to procedures are essential.

Skilled in business administration, reporting, record management, invoicing and the maintenance of accurate financial and operational documentation. Proven ability to investigate queries, verify information, coordinate multiple priorities and deliver a high standard of accuracy and customer service. Highly organised with strong attention to detail and excellent communication skills.

A reliable and adaptable professional who works effectively both independently and as part of a team, using initiative to manage priorities, solve problems and maintain a strong focus on accuracy, compliance and continuous improvement.

Business Support & Office Administrator - Haulage Company - Co. Kerry

• Provide administrative and operational support within a busy transport and logistics business.
• Prepare employee timesheets and wage information for payroll processing.
• Arrange employee wage payments and maintain payroll records in conjunction with the company accountant.
• Review and verify client documentation, maintain accurate records, prepare customer invoices and monitor receipt of payments.
• Monitor operational costs and maintain vehicle, driver and compliance records to support the efficient running of the business.
• Ensure vehicles carry the required documentation and records, monitoring completion of operational and compliance paperwork.
• Review vehicle and driver documentation to ensure records are complete, accurate and compliant with business and regulatory requirements.
• Maintain financial records and assist with the preparation of VAT documentation.
• Review supplier invoices and arrange payments.
• Liaise with the company accountant and external service providers regarding financial and compliance documentation.
• Coordinate CPC driver training and maintain driver qualification records.
• Prepare documentation to support TASCC audits and haulage licence compliance requirements.
• Maintain organised filing systems and accurate business records.
• Assist with general office administration and support the day-to-day running of the business.

Operations Support Coordinator – Payments & FX - FEXCO - Killorglin, Co. Kerry

(2017-06)

• Coordinate operational processes relating to the management of point-of-sale terminal estates across Ireland and the UK.
• Liaise with internal teams, merchants and third-party logistics providers to ensure accurate allocation, delivery and retrieval of terminals.
• Monitor stock levels and maintain accurate system records, ensuring data accuracy and integrity.
• Produce and analyse operational and management reports.
• Prepare presentations and updates for weekly management meetings, reporting on stock levels, project progress, operational performance and key issues requiring attention.
• Manage JIRA ticket workflows and maintain detailed records of operational activity.
• Act as a key point of contact for operational queries, investigating issues and coordinating resolutions.
• Support data cleansing and process improvement initiatives to enhance system accuracy and operational efficiency.

Customer Service Representative – Merchant Business Services - FEXCO - Killorglin, Co. Kerry

(2015-05 - 2017-06)

• Delivered high-quality customer support in a fast-paced contact centre environment.
• Resolved merchant queries relating to payment terminals and merchant services.
• Investigated and resolved customer queries, working towards timely and effective resolutions.
• Maintained accurate system records and documentation while working to service level targets.
• Worked to service level agreements, quality standards and performance targets.

Team Manager – Western Union & Aer Lingus Contact Centres - FEXCO - Killorglin & Caherciveen, Co. Kerry

(2006-02 - 2015-05)

• Managed and developed teams of Customer Service Representatives across Western Union and Aer Lingus operations.
• Managed daily operations, ensuring service levels, quality standards and performance targets were consistently achieved for key clients including Western Union and Aer Lingus.
• Recruited, trained, coached and supported team members, conducting regular one-to-one meetings and performance reviews.
• Analysed operational trends and prepared management reports.
• Acted as escalation point for complex customer, operational and staff-related issues, ensuring timely resolution.
• Organised travel, accommodation and logistics for visiting clients and management teams.
• Participated in software testing and documentation updates during system rollouts.

International Training Assignment – Western Union Migration Project - FEXCO - Manila, Philippines

(2011-05 - 2011-06)

• Selected by senior management to represent FEXCO in Manila, supporting the successful migration of Western Union Ireland and UK contact centre operations.
• Delivered training and operational guidance to management and customer service teams responsible for the new operation.
• Designed and prepared training materials, operational procedures and supporting documentation based on existing Western Union processes and best practice.
• Facilitated classroom-based training sessions, workshops and knowledge transfer activities for management and staff.
• Provided operational support during the go-live phase, assisting management and staff with queries, process implementation and knowledge transfer.
• Continued to provide support and guidance remotely following completion of the assignment.

Customer Service Representative – Western Union Call Centre - FEXCO - Killorglin, Co. Kerry

(1999-02 - 2006-02)

• Provided customer support to customers and agents across Ireland and the UK within a fast-paced contact centre environment.
• Processed and managed customer transactions, ensuring accuracy of information and compliance with operational procedures.
• Investigated and resolved technical and operational issues within service level agreements.
• Maintained accurate system records and documentation while working to service level targets.
• Worked to service level agreements, quality standards and performance targets.
• Liaised with internal teams to resolve customer and operational issues.

HETAC Level 6 Certificate - Team Leadership - IT Tralee / FEXCO (2014)

Diploma - Executive Business Secretarial Studies - Lee Business Institute (1997 - 1998)

Leaving Certificate - Intermediate School Killorglin (1992 - 1997)