Head of Customer Success

• Apr 2021 - Present

Project Support Manager

• Mar 2018 - Apr 2021

Responsible for overseeing change in a vibrant, busy contact centre of c100 FTE. I also managed a number of support functions such as customer escalations, management reporting, internal communications, training and quality assurance. In the past number of years, the contact centre has had a period of unprecedented success, achieving all-time high customer satisfaction scores, and winning numerous external awards, including Contact Centre Of The Year at the 2016 CCMA Awards and Best Customer Service at the Bonkers.ie Awards in 2017 and 2018. Show less

Customer Service Manager

• Sep 2016 - Mar 2018

Responsible for managing a multi-channel contact centre of c100 FTE. This included front-line staff, as well as related support functions such as escalations, reports, communications, training and quality assurance. During this time, the contact centre had a period of unprecedented success, achieving all-time high customer satisfaction scores, and winning numerous external awards, including Contact Centre Of The Year at the 2016 CCMA Awards.

Domestic Service Support Manager

• Jun 2013 - Sep 2016

Home Moves Manager

• Jan 2013 - Jun 2013

Home Moves Team Leader

• Feb 2011 - Jan 2013