Fergal Finnegan
Customer Service Manager at Prepaid Financial Services Limited (PFS)- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Krystian Lodziewski
Fergal is one of those rare managers who also naturally serves as an inspiring mentor for the whole team. He exhibits strong interpersonal skills and a unique capacity for empathy. These qualities most notably translate in his ability to motivate a team to care about its project and be invested in the project’s success. Fergal is the go-to person for conflict resolution and problem solving. It was a pleasure to work with him in the last 4 years.
Krystian Lodziewski
Fergal is one of those rare managers who also naturally serves as an inspiring mentor for the whole team. He exhibits strong interpersonal skills and a unique capacity for empathy. These qualities most notably translate in his ability to motivate a team to care about its project and be invested in the project’s success. Fergal is the go-to person for conflict resolution and problem solving. It was a pleasure to work with him in the last 4 years.
Krystian Lodziewski
Fergal is one of those rare managers who also naturally serves as an inspiring mentor for the whole team. He exhibits strong interpersonal skills and a unique capacity for empathy. These qualities most notably translate in his ability to motivate a team to care about its project and be invested in the project’s success. Fergal is the go-to person for conflict resolution and problem solving. It was a pleasure to work with him in the last 4 years.
Krystian Lodziewski
Fergal is one of those rare managers who also naturally serves as an inspiring mentor for the whole team. He exhibits strong interpersonal skills and a unique capacity for empathy. These qualities most notably translate in his ability to motivate a team to care about its project and be invested in the project’s success. Fergal is the go-to person for conflict resolution and problem solving. It was a pleasure to work with him in the last 4 years.
Experience
-
Prepaid Financial Services Limited (PFS)
-
United Kingdom
-
Financial Services
-
1 - 100 Employee
-
Customer Service Manager
-
May 2018 - Present
-
-
Team Leader
-
Jul 2016 - Apr 2018
-
-
-
Convergys
-
United States
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Team Leader Surface Technical Support
-
Dec 2014 - Jun 2016
* Providing leadership, management and guidance to the 18 agents * Responsible for payroll, interviewing, reporting and hiring new staff * Responsible for my teams monthly schedule, reviewing forecasts provided by the client and also reviewing call arrival patterns from the previous month to make sure I've got the correct coverage * Providing my agents with regular updates on their performance * Implement and oversee action plans to improve agent performance * Carrying out monthly 121's with my team and helping them develop a career plan * Ensure all KPIs and CSAT targets are continuously met for the Client * Attend weekly and monthly business reviews * Deliver various root cause analysis reports to senior management and the client (Microsoft) * Carrying out disciplinary meetings when required
-
-
Technical Team Leader Surface
-
Feb 2014 - Dec 2014
* Was part off the Mentor team during the Launch of the first Surface Tablet * Held one to one sessions with support professionals to improve their skills * Utilise ticketing system to report and track tool issues * Providing feedback to the client (Microsoft) on support resources * Approve case escalation once beyond the level of the Tier 1 advisors and engage with the client * Research and investigate issues, find resolutions for issues that go beyond agent’s knowledge * Liaised alongside the client (Microsoft) to implement and report on new processes * Taking part on weekly calls with the client (Microsoft)
-
-
-
Stream Global Services
-
United States
-
Outsourcing/Offshoring
-
700 & Above Employee
-
Temporary Team Leader Xbox Customer Support
-
Oct 2013 - Feb 2014
* Providing leadership, management and guidance to the 16 agents * Responsible for payroll, interviewing, reporting and hiring new staff * Responsible for my teams monthly schedule, reviewing forecasts provided by the client and also reviewing call arrival patterns from the previous month to make sure I've got the correct coverage * Providing my agents with regular updates on their performance * Implement and oversee action plans to improve agent performance * Carrying out monthly 121's with my team and helping them develop a career plan * Ensure all KPIs and CSAT targets are continuously met for the Client * Attend weekly and monthly business reviews * Deliver various root cause analysis reports to senior management and the client (Microsoft) * Carrying out disciplinary meetings when required
-
-
Technical Team Leader
-
Sep 2012 - Oct 2013
* Was part off the Mentor team during the Launch of the first Surface Tablet * Held one to one sessions with support professionals to improve their skills * Utilise ticketing system to report and track tool issues * Providing feedback to the client (Microsoft) on support resources * Approve case escalation once beyond the level of the Tier 1 advisors and engage with the client * Research and investigate issues, find resolutions for issues that go beyond agent’s knowledge * Liaised alongside the client (Microsoft) to implement and report on new processes * Taking part on weekly calls with the client (Microsoft)
-
-
Tech Team Leader
-
Oct 2011 - Sep 2012
* Held one to one sessions with support professionals to improve their skills * Utilise ticketing system to report and track tool issues * Providing feedback to the client (Microsoft) on support resources * Approve case escalation once beyond the level of the Tier 1 advisors and engage with the client * Research and investigate issues, find resolutions for issues that go beyond agent’s knowledge * Liaised alongside the client (Microsoft) to implement and report on new processes * Taking part on weekly calls with the client (Microsoft)
-
-
Support Professional Xbox Customer Support
-
Sep 2010 - Oct 2011
* First point of contact for customers with billing or technical issues * Demonstrate excellent product knowledge * Resolving customers issues during the first contact * Consistently performed to a high standard over achieving on targets set by the client (Microsoft) * I took part in a pilot working closely with the client (Microsoft) to improve the tools and how they perform * Arranging and carrying out call backs with customers when needed to confirm the customers issue was resolved
-
-
-
Celtic Water Solutions
-
Ireland
-
Consumer Services
-
1 - 100 Employee
-
Sales Representative
-
May 2009 - Feb 2010
* Attending pre arranged appointments with customers * Testing the customers water using two different tests * Offering the customers solutions to issues with their water * Offering a plan that would be affordable to the client * Completing paper work with new clients and arranging fittings * Building good relationships with clients * Hiring staff to collect water samples * Weekly meetings with the company CEO and Sales Manager * Attending pre arranged appointments with customers * Testing the customers water using two different tests * Offering the customers solutions to issues with their water * Offering a plan that would be affordable to the client * Completing paper work with new clients and arranging fittings * Building good relationships with clients * Hiring staff to collect water samples * Weekly meetings with the company CEO and Sales Manager
-
-
Education
-
-
Dundalk Institute of Technology
Fetac Level 5, Multimedia production -
-
Our Ladys Secondary School
Community
