Experience

Flogas Ireland

• Ireland
• Oil and Gas
• 100 - 200 Employee

• Projects & Continuous Improvement Manager

  • Oct 2020 - Present



PrepayPower

• Ireland
• Utilities
• 200 - 300 Employee

• Customer Experience Manager

  • Apr 2018 - Jul 2023

• Call Centre Vendor Manager

  • Aug 2015 - Jul 2023

  Manage outsource vendorAchieve business SLAs while under budget.Reduce unnecessary contact centre costManage Key business changes & objectivesPromote self service and cost effective means of communication.Enhance IVR system settings & call routing mechanism to ensure best customer experienceReduce and manage overall outsourcing costs.Drive Quality and Performance at agent & supervisor level.Drive improvement in customer experience.Project manage business objectives to reduce call and improve self service.Develop and implement processes.Monitor Outsource performance.Manage Telephony platform and introduce new systems to improve service.Manage IVR service to best service customers while enhancing communications to our customers.Resolve customer complaints in an efficient and satisfactory manner.Promote First Call Resolution achieving reductions in repeat unnecessary calls Show less

• Customer Care Coordinator

  • Dec 2014 - Jul 2023

  ~ Creating/Implementing processes within the company.~ Forecasting and CRN expertise.~ Dealing with Customer Complaints and implementing successful company process to match.~ Data Analysing and reporting. ~ Superuser in In2tel training and reporting.~ Experienced in anaylising key formulas to reduce calls.~ Superior grasp of Utilitiy market.~ Technical experience on Secure Meters and electrical functionality.~ Running new procedures to hit key customer objectives.~ Liaising with the Outsource company in order to ensure key metrics are met.~ Determining key solutions to issues that may deem to be concerning the business.~ Controlling customer care quality while ensuring all our customers have first class experience.~ Experienced point of contact in regards to escalated issues. Show less

• Quality Control and Service Floor Manager

  • Apr 2014 - Dec 2014

  Quality Control and Service Floor Manager, ● Vast experience working in a high tempo,changing and technician environment.● Managed,coached and mentored an Escalation,Welcome,Installer, and Customer Care team on the same floor at the one time● Created, published and audited key customer care,training, messaging,manuals.● Creating team Incentives,games to hit metrics and enhance performance of all agents.● Liaising with the client on a daily basis while working with them closely to determine key solutions in order to enhance performance while collecting/ controlling and hitting all targets set by the client. Show less



Intercall - The Outsource People

• Team Leader / Customer Care Manager

  • Sep 2013 - Apr 2014

  Good communication skills when addressing both client and employees. Great organisation skills to schedule, organize and follow my own plan. Quick learner in understanding the metrics and processes in the company and among people. Quick to adapt to changes while having a keen instinct on predicting what may happen and when. Great experience building a strong working relationship with the Client. Experience in team building while acknowledging and awarding members in order to enhanced Performance and metrics. Experience in creating and updating Care/Support Manuals for the client and Support team. Experience in running , managing ,coaching teams and monitoring their performance. Ideal experience working on escalated issues. Managed three Service Floor teams aswell as an Escalation team with Intercall. Great Leadership qualities and a quick thinking to solve outstanding issues that may arise. Show less



Noddys world of Wonder

• Sales agent

  • Sep 2008 - May 2010