Experience

PrepayPower

• Ireland
• Utilities
• 200 - 300 Employee

• Head Of Customer Experience

  • Jun 2021 - Present



Lidl Ireland

• Ireland
• Retail
• 700 & Above Employee

• Head of Business Organisation

  • Nov 2019 - Jun 2021

  Responsible for the PMO, Businesses Process Management (BPM), Risk Management and Administration functions within Lidl Ireland Responsible for the PMO, Businesses Process Management (BPM), Risk Management and Administration functions within Lidl Ireland



Origina

• Ireland
• IT Services and IT Consulting
• 100 - 200 Employee

• Head Of Global Service Operations

  • May 2017 - Nov 2019

  Origina are a global disrupter in the 3rd party software support and consultancy market focusing on IBM software products and servicing some of the worlds top blue chip companies. I had responsibility for the Global Service Support, Onboarding, Customer Success and project management teams. Origina are a global disrupter in the 3rd party software support and consultancy market focusing on IBM software products and servicing some of the worlds top blue chip companies. I had responsibility for the Global Service Support, Onboarding, Customer Success and project management teams.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Senior Manager - Organisational Transformation

  • Dec 2011 - May 2017

  Senior manager in the Enterprise team responsible for identifying and delivering a wide range of strategic initiatives to help transform Vodafone’s product portfolio, processes and organizational structure as part of the company’s transition from a mobile only telco to a total telecoms company Senior manager in the Enterprise team responsible for identifying and delivering a wide range of strategic initiatives to help transform Vodafone’s product portfolio, processes and organizational structure as part of the company’s transition from a mobile only telco to a total telecoms company



BT Ireland

• Ireland
• Telecommunications
• 200 - 300 Employee

• Head of Cost Transformation

  • Aug 2008 - Dec 2011

  Founded and led the programme which ran several projects on cost of sale reductions and revenue assurance. This was a high profile and senior management role with regular CEO and CFO engagement. • Managed a team of five cost analysts and project managers. • Managed the project roadmap, strategy and cross departmental support • Delivered £42 million of additional profit through various complex programmes • Initiated and managed a project to overhaul BT’s customer request process… Show more Founded and led the programme which ran several projects on cost of sale reductions and revenue assurance. This was a high profile and senior management role with regular CEO and CFO engagement. • Managed a team of five cost analysts and project managers. • Managed the project roadmap, strategy and cross departmental support • Delivered £42 million of additional profit through various complex programmes • Initiated and managed a project to overhaul BT’s customer request process. The project made it to the BT ‘My Customer’ Global Challenge Cup final in 2009. • Designed and built Data Miner, an access based mining tool used by multiple customer facing departments on a daily basis which eliminated the cause of erroneous costs • Oversaw the migration of BT’s SME customers to Vodafone as part of Vodafone’s acquisition of BT’s consumer and low end SME base

• Sales Development and Process Improvement Manager

  • Nov 2006 - Aug 2008

  In this role I was responsible for process improvement within BT Business as well as product development and operational support. • Managed a sales support team who carried out order validation, processing and order improvement projects. • Development of existing products by recognising possible enhancements and creation of project teams to implement changes and improvements • I was heavily involved in the creation of the BT Business One Plan, BT Internet Business pack and the design… Show more In this role I was responsible for process improvement within BT Business as well as product development and operational support. • Managed a sales support team who carried out order validation, processing and order improvement projects. • Development of existing products by recognising possible enhancements and creation of project teams to implement changes and improvements • I was heavily involved in the creation of the BT Business One Plan, BT Internet Business pack and the design and roll out of BT’s LLU ADSL 2+. • Implemented the retail portal to BT which automated WLR and broadband ordering with cost savings of over 1 million euro per year. This also reduced sales orders rejections from 28% to 4% • Design and deployment of new CRM and ordering systems

• Voice & Internet Sales Team Manager

  • Jan 2005 - Nov 2006

  I was promoted to managerial level with this role where I was responsible for establishing and managing a new desk based sales team to drive internet & voice sales across the BT Business SME department. • I recruited and managed a team of six sales agents where I gained valuable experience in performance management, coaching, monitoring and leadership. • I was responsible for broadband campaign management and channels to market strategy. • My role also involved reviewing processes… Show more I was promoted to managerial level with this role where I was responsible for establishing and managing a new desk based sales team to drive internet & voice sales across the BT Business SME department. • I recruited and managed a team of six sales agents where I gained valuable experience in performance management, coaching, monitoring and leadership. • I was responsible for broadband campaign management and channels to market strategy. • My role also involved reviewing processes and reviewing the SME product portfolio with a view to coming up with new products that would benefit the company and its internet revenues.

• Strategic Account Manager

  • Jul 2003 - Jan 2005

  • In this role where I was responsible for maintaining 200 of BT’s top SME accounts. • Consistently achieved over 100% on all sales and revenue targets • Pro-actively contact my customers to review their satisfaction with BT. • Managed customer issues through to resolution • I gained valuable experience in time management, organization and top level selling.