Toni O'Brien

• Developed lasting relationships with customers through consultative phone conversations, building trust and rapport while understanding individual needs — a foundation for success in people-focused roles like recruitment.
• Demonstrated a results-driven approach, resilience under pressure, and a strong motivation to achieve KPIs.
• Delivered tailored health insurance solutions by identifying client needs and presenting clear, persuasive options — showcasing strong communication, influencing, and problem-solving skills.
• Managed a high-volume portfolio of leads and clients, using sales skills and CRM tools to prioritise and convert opportunities whilst maintaining accurate records and following up efficiently — highlighting organisation, time management, and attention to detail.
• Collaborated with colleagues and management to refine sales strategies and enhance customer experience, showing teamwork, adaptability, and a proactive approach to continuous improvement.

• Drove substantial revenue growth with an award-winning EPL approach and was recognized as the leading female for commission in 2022 and early 2023 through effective team leadership and minimal lead usage.
• Boosted overall customer sales by 28% as Team Captain by nurturing team members with personalised support, monitoring stats and KPIs, and providing targeted coaching to maintain high standards
• Trained the team in cross-selling and upselling, boosting client insurance profiles and agency sales by analyzing customer needs whilst building trusted long term client relationships.
• Engaged with stakeholders in Frankfurt to discuss new products and led strategic rebrand meetings with the company director in Germany.

• Revamped and streamlined training materials ensuring alignment with updated systems and supporting the creation of multi-skilled, adaptable teams — demonstrating strong organisational and process improvement skills.
• Managed a team of Specialist Case Managers to handle sensitive and confidential fraud cases, consistently earning recognition, including a National BUK Award, for exemplary leadership and teamwork.
• Led a team initiative to reduce complaints at first contact, showcasing ability to analyze performance data, identify development needs, and improve service delivery.
• Motivated and guided a cross-functional team for 14 months to innovate a banking system, addressing software issues and implementing bug fixes, resulting in a globally trusted platform - Demonstrating project management and stakeholder engagement skills.
• Trained and Developed colleagues on Debit Card, Online Banking, and Notice to Close (NTC) complaints using group training and side-by-side coaching, enhancing their skills and knowledge.

• Registers were balanced daily and generated sales reports to support administrative and financial objectives. I regularly stocked and maintained the bar inventory effectively to meet business requirements and to drive higher volumes of sales.
• I’m skilled in mixing 50+ classic and contemporary cocktails, using flair bartending to enhance the customer experience. I have encyclopaedic knowledge of mixology and have great coordination.
• I’ve trained new staff members, contributing to overwhelmingly positive customer feedback. I’m able to work calmly and efficiently under relentless customer volume and act well under pressure.

CII Certificate - Level 3 Certificate in Financial Services (Cert CII)

A Level - 3 Qualifications (A-C)

AS Level - 4 Qualifications (A-B)