Meet the Team: Jessica Byrne

Can you tell us a bit about your background?

I started back in June of 2018, back when we were still Autoglass®. I was given a recommendation for the job by a friend. I was working elsewhere at the time but was looking for a change in career. I had no previous call centre experience, so I was nervous to begin with. Once I got in the swing of things I really started to enjoy working here.

Explain what you do in Autoglass®?

I am primarily a Call Centre agent and I am a part of the BVT team. The BVT team deals with the insurance companies to get cover on policies. So when someone is looking for a windscreen replacement we contact the insurance to make sure there is windscreen cover on the policy.

How has your role changed or evolved since you joined?

Over the last few months, I have been helping our finance department with some other tasks. I have been helping to close jobs on the system that have been complete, I have also been involved in registering claims for certain insurance companies. I like getting involved in these sort of tasks as I find it adds something more to my days and keeps me busy.

What does a typical day look like for you?

A typical day starts between 8 and 9 depending on the shift. Some days I will do tasks and some days is calls. Each day a different agent does the tasks. The tasks consist of mailboxes that the agent looks after for the day, such as the afterhours, job Notes and jobs coming from the UK. On our quiet days we are given a spreadsheet with jobs to go through to call customers and add updates.

What do you enjoy most about the job?

I enjoy coming to work each day because of the people I work with. The Call centre has a great atmosphere and a great bunch of girls working in it! We all get along well, and it makes for good teamwork among us.

What do you like to do outside of work?

When I finish work each day I enjoy going for a run. I have been running for a few years now and its part of my daily routine. I found it a great help during current times with Covid-19 and the different restrictions.