Experience

Bausch + Lomb Ireland

• Ireland
• Medical Equipment Manufacturing
• 100 - 200 Employee

• General Operative

  • Feb 2021 - Present



Infosys BPM

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead

  • Nov 2019 - Feb 2021

  Recognised and won partner team leader of the year award from client in September 2020 for consistently delivering and maintaining top performance. - Manage a team of 20+ people. - Coach and develop agents to ensure we hit weekly/monthly targets. - Managing a broad range of key performance indicators. - Analysing stats as to ascertain gaps in knowledge/skills and seek improvement. - Communicate with upper management. - Adapting to changes in work flow. - Resolving customer complaints when they wish to escalate to a manager. - Proficiency in multitasking and prioritisation. Show less



Eishtec

• Ireland
• Outsourcing/Offshoring
• 1 - 100 Employee

• Team Manager

  • Feb 2016 - Feb 2021

  - Manage a team of 20+ people. - Coach and develop agents to ensure we hit weekly/monthly targets. - Managing a broad range of key performance indicators. - Analysing stats as to ascertain gaps in knowledge/skills and seek improvement. - Communicate with upper management. - Adapting to changes in work flow.- Resolving customer complaints when they wish to escalate to a manager. - Proficiency in multitasking and prioritisation.

• Techincal Agent & Subject Matter Expert

  • Oct 2013 - Feb 2016

  - Took incoming calls regarding technical issue. - Managed my Key Performance Indicators to company targets and to ensure bonus payment. - Dealt with and took ownership with complaints until issue is resolved for the customer. - Acted as a Subject Matter Expert which involved coaching other agents who struggled to meet their targets and to perform to the department standards.



SPAR South Africa

• South Africa
• Retail
• 700 & Above Employee

• Shop Assistant

  • Jul 2012 - Oct 2013