Senior Content Developer

• Oct 2020 - Present

Team Leader

• May 2019 - Aug 2020

Researcher

• Feb 2014 - Aug 2020

Collections Support Supervisor & Account Manager

• 2008 - 2012

Intrum Justitia – Dublin 2008 - 2012Collections Support Supervisor 2009 - 2012♦ Responsible for implementing the collection processes for new business for major medical, commercial and financial clients with estimated value of €5 million per month.♦ Mentoring and training of 6 staff in line with Intrum Justitia's service level agreements.♦ Liaising with clients to provide support to reach and exceed monthly collection targets.♦ Responsibility for responding to complaints and queries, the resolution of these in line with company policy and monthly objectives.♦ Overall responsibility for the generation, processing and distribution of collection process letters with approximate volumes of 1000 per day.♦ Liaising with external companies such as MABS to provide support to both clients and customers to implement realistic, affordable financial plansAccount Manager 2008 - 2009♦ Tendering contracts to clients, including a major Irish client that extended their business throughout the World by 1.5 million euro due strategic negotiation and sales structure.♦ Account Manager responsible for ongoing client relationship, new business and reporting to clients on performance on a monthly, quarterly and annual basis♦ Ensuring that budgets and collections expectations of some of Ireland’s largest financial, medical and commercial clients were met and exceeded♦ Preparing and meeting clients face to face to discuss new opportunities and current portfolios and deciding on structure, frequency and severity of collection process.♦ Monthly performance analysis on all aspects of collections performance and client expectation in line with expected targets.♦ Liaising with other European offices for global credit management for several top clients and pursuing them on a weekly basis to achieve and exceed expected collection performance.

Sales, Support & Complaint Supervisor

• Feb 2003 - Mar 2008

Eircom Ltd 2003 – 2008Channel Support Broadband 2005 – 2008♦ Providing sales support for 12 customer sales and service centres country wide in all broadband sales related issues.♦ Extensive knowledge of eircom broadband processes and services.♦ Providing complaint resolutions for Comreg and CEO escalated issues.♦ Assistant Team Leader in the broadband channel support department responsible for mentoring and training 4 staff in broadband complaint resolution.♦ Implemented a strategy for dealing with non delivery of broadband equipment to resolve these problems.♦ Support system advisor for all senior management on new ways to improve the broadband sales support process.Customer Care Supervisor 2004 – 2005♦ Dealing with all escalated complaints from all levels and areas of eircom services in line with agreed targets and SLA’s♦ Monitoring and recording all calls and emails and exceeding targets of complaint resolution.♦ Liaising with management and external companies for the most successful resolution to customer issues and problems. Acting Team Leader (Maternity Cover) 2004 – 2004♦ Supervising and training a team of 10 telesales agent in selling all of eircom’s products in line with company targets♦ Implementing and processing all KPI’s to monitor sales performance of the team.♦ Resolving escalated complaints in an effective and timely manner.Telesales & Service Agent 2003 - 2004♦ Selling eircom products on outbound and inbound residential and business campaigns, achieving sales targets