Service Manager

• Aug 2020 - Present

Team Lead

• Jul 2019 - Aug 2020

EMEA Operations Lead - Trust and Safety

• Jun 2018 - Feb 2019

- Responsible for up to 100 Content Reviewers, Team Leads and Subject Matter Experts within the Trust&Safety Operations across multiple locations within EMEA - Working with multinational Teams (German, French, Hebrew, Russian, Italian, Spanish, Portuguese, Czech and Dutch) - Personal and professional development for Team Leads and SME's - Conflict management and providing solutions as well as ensuring employees involvement of decision making - Working closely with the Operations… Show more - Responsible for up to 100 Content Reviewers, Team Leads and Subject Matter Experts within the Trust&Safety Operations across multiple locations within EMEA - Working with multinational Teams (German, French, Hebrew, Russian, Italian, Spanish, Portuguese, Czech and Dutch) - Personal and professional development for Team Leads and SME's - Conflict management and providing solutions as well as ensuring employees involvement of decision making - Working closely with the Operations Manager and HRBP regarding the management of resources - Performing in a client-facing role to ensure the delivery of all KPI’s and project deliverables of markets

EMEA Operations Lead - Online Marketing

• Mar 2017 - May 2018

- Responsible for up to 120 Online Marketing Specialists and Team Leads - Personal and Professional Career Development of direct reports - Performing in a client-facing role to ensure the delivery of all KPI’s and Project Deliverables - Responsible for Teams across Dublin and Lisbon - Responsible for the launch of new business projects (additional Teams) - Setting goals for Team Leaders for their personal and professional development, conflict management and provide resolutions… Show more - Responsible for up to 120 Online Marketing Specialists and Team Leads - Personal and Professional Career Development of direct reports - Performing in a client-facing role to ensure the delivery of all KPI’s and Project Deliverables - Responsible for Teams across Dublin and Lisbon - Responsible for the launch of new business projects (additional Teams) - Setting goals for Team Leaders for their personal and professional development, conflict management and provide resolutions as well as ensuring employees involvement of decision making - Working closely with the Operations Manager and HRBP regarding the management of resources - Performing in a client-facing role to ensure the delivery of all KPI’s and project deliverables of markets within the cluster

Senior Team Lead

• Oct 2015 - Mar 2017

- Actively managing the Northern Cluster (DACH, BeneLux, Sweden, Denmark) and Greece since July 2016 - Previously managed the MED Cluster (Spain, Italy, France) and Northern Markets (Sweden, Denmark) October 2015 - July 2016 - Responsible to ensure that all individuals within the team consistently achieve/exceed all performance measures and find innovative ways to motivate and improve staff performance - Maintaining the highest levels of client and customer satisfaction with the… Show more - Actively managing the Northern Cluster (DACH, BeneLux, Sweden, Denmark) and Greece since July 2016 - Previously managed the MED Cluster (Spain, Italy, France) and Northern Markets (Sweden, Denmark) October 2015 - July 2016 - Responsible to ensure that all individuals within the team consistently achieve/exceed all performance measures and find innovative ways to motivate and improve staff performance - Maintaining the highest levels of client and customer satisfaction with the achievement of SLA’s and KPI’s through effective management of call handling times, resource allocation, agent availability and call quality - Driving a culture of continuous improvement within the team and encouraging innovation and proactively making appropriate recommendations to the Operations Lead - Analyzing, interpreting and reporting to the Operations Lead on performance statistics – identifying trends and presenting appropriate recommendations for improvements. - Implementing Change management - Ensuring that quality is a key team driver which underpins all operational performance, and providing assurance and coaching with such key quality drivers - Conducting regular team updates and briefings. - Developing excellent working relationships across all functions within the business and management of conflict situations. - Demonstrating a thorough understanding of the client’s products and services. - Resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client. - Conducting agent training sessions where appropriate - Recruitment and selection - Participating in ad­hoc projects as and when required.

Team Lead

• May 2014 - Oct 2015

• Manage the French and Spanish Team • Create and present weekly/monthly/quarterly reports on all metrics to internal management and client. • Manage KPI’s and Targets whilst maximizing productivity • Ensure full coaching and training of all team members • Provide all team members with quality/stats related feedback on a regular basis • Coach all team in professional and personal development • Motivate all staff daily to achieve all KPI’s and SLA’s • Managing and… Show more • Manage the French and Spanish Team • Create and present weekly/monthly/quarterly reports on all metrics to internal management and client. • Manage KPI’s and Targets whilst maximizing productivity • Ensure full coaching and training of all team members • Provide all team members with quality/stats related feedback on a regular basis • Coach all team in professional and personal development • Motivate all staff daily to achieve all KPI’s and SLA’s • Managing and monitoring staff attendance • Implementing new initiatives to achieve and exceed targets • Technical support for Call Center Technology

Google AdWords Online Specialist

• Mar 2013 - May 2014

- Customer service - Workflow management - SEM - SEO - Working against several key metrics including individual CSat, SLAs, TAT, TRT etc. - Newbie ramp up - Reporting

Customer Service Representative

• Oct 2012 - Feb 2013

• Technical Support for Tablets and Phones • Phone (inbound) and eMail-Support to German customers • Troubleshooting technical, billing and shipping issues. Error reporting

Management Assistant for Dialogue Marketing

• Feb 2012 - Oct 2012

• Handling inbound and outbound customer service calls • Training and assisting new employees • Project management (preparation, planning, implementation) • Assisting team lead (bearing team lead tasks) • Applying advanced troubleshooting (e.g. network and broadband issues) • Dealing with customer complaints and compensation • Selling mobile and broadband plans and mobile devices (telesales)

Apprenticeship Management Assistant for Dialogue Marketing

• Sep 2009 - Feb 2012

• Handling inbound and outbound customer service calls • Training and assisting new employees • Project management (preparation, planning, implementation) • Assisting team lead (bearing team lead tasks) • Applying advanced troubleshooting (e.g. network and broadband issues) • Dealing with customer complaints and compensation • Selling mobile and broadband plans and mobile devices (telesales)