Experience

Voltedge Management
• Ireland
• Human Resources Services
• 1 - 100 Employee
• Human Resources Consultant

  • Sep 2019 - Present

Crossell Ltd
• Ireland
• Advertising Services
• 1 - 100 Employee
• HR Manager

  • Jul 2018 - Present


SEE Consulting Ltd

• Software Development
• 1 - 100 Employee

• Business Owner

  • 2014 - Present

  At See Consulting we believe that relationships are built one moment at a time, and if built successfully they can last a lifetime. In the case of business, these relationships determine the success of companies. The importance of the customer experience cannot be underestimated regardless of company size. Our consultant has worked with some of the biggest multi nationals such as Apple, Citrix and Compaq where she led the Customer service function for EMEIA. It's these skills that she is bringing to the SME market Show less



Get The Shifts

• Ireland
• Staffing and Recruiting
• 1 - 100 Employee

• Co-Owner and COO

  • Nov 2016 - May 2018

  Get the shifts is a new and exciting staff solution company for the hospitality sector. We have Bar staff, Wait staff, Baristas, Kitchen porters, Event staff and Cleaners all on TAP! Our exciting software allows business to browse through hundreds of prescreened superstars, offer work and manage usage all from their phone. They can also use facial recognition to ensure they have the right person and even sign off on timesheets by signing the worker's phone...how easy is that! Get the shifts is a new and exciting staff solution company for the hospitality sector. We have Bar staff, Wait staff, Baristas, Kitchen porters, Event staff and Cleaners all on TAP! Our exciting software allows business to browse through hundreds of prescreened superstars, offer work and manage usage all from their phone. They can also use facial recognition to ensure they have the right person and even sign off on timesheets by signing the worker's phone...how easy is that!



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Senior Customer Services Manager EMEIA

  • Feb 2006 - Aug 2011

  Apple Operations Apple Online StoreEuropean Customer Services Manager responsible for managing 11 Team Managers, 150 agents and 5 individual teams comprised of inbound phone, Executive Escalations, Business Customer services, Senior Service and AdministrationSuccessfully increased customer satisfaction scores from 55%-72%.Introduced 4 new teams within the service organisation thus creating a clear progression path within a previously flat structureActively promoted 47% of phone agents within a 6 month period within the new service structureCreated an Advisor of Focus program which concentrates on the agents who have the biggest negative impact on Csat and the subsequent action plan to improveResponsible for presenting on departmental goals and achievement to Senior managers, Directors and Vice Presidents at our two day quarterly business review and also at weekly meetingsDirectly involved in contributing to policy planning, staffing, strategy and budget planning, identify trends and forecasting business needsImproved relationships with third party partners within the Online Store business Show less

• Customer Relations Area Manager EMEIA

  • Feb 2006 - Sep 2010

  Apple OperationsEuropean Customer Services Manager responsible for 6 (multi lingual and multi cultural) Managers, 9 Senior agents and 100+ multi lingual call centre agentsTransformed Customer Satisfaction scores across EMEA. An increase from 27% satisfaction to 85% satisfaction.Successfully worked with Team managers on a progression plan to reach Senior Management positionsDesigned and launched road maps to move the Customer Relations department forward ensuring that the best possible working environment for employees and the best service for customersDirectly involved in contributing to policy planning, staffing, strategy and budget planning, identify trends and forecasting business needs.Created clear goals and objectives for the department and making changes and adjustments as required ensuring the best level of service was provided and maintained.Responsible for driving operational improvement, sharing best practices and seeking and taking action on improvement opportunities.Strengthened key relationships with all country managers, and senior directors across Apple globallyPresented departmental goals and achievement to Senior managers, Directors and Vice Presidents at our two day quarterly business review and also at weekly meetingsWorked closely with department heads across Training, Operations, Facilities, Human Resources to ensure that the teams goals were attained and that the business was running effectively Show less

• Customer Relations Area Manager & Executive Relations Manager EMEA

  • Aug 2007 - Dec 2007

  Facilitated the management of the Executive Relations department and managed the link between Apple's customers and agents and Apple's executive team, Public Relations, Investor Relations, Apple Legal in solving complex and sensitive issues



Citrix Systems

• 1 - 100 Employee

• Technical Channel Partner Manager

  • Sep 2004 - Nov 2005

  Citrix Systems PLC Responsible for the day to day operational management of a multilingual third level technical support helpdesk supporting 18 technical engineers Implemented and maintained all KPI's for partners in relation to technical support. Partner support manager EMEA encompassing for 2500 partners and distributors with responsibility for ensuring excellent technical support and customer service. Maintained and managed contact with clients and serving as a liaison between the client and the technical department Managed all customer feedback and complaints in an efficient manner and ensuring that all problems are resolved to the satisfaction of all parties concerned Travelled to technical and customer forums in EMEA and America to present helpdesk updates to partners and distributors Redesigned telephony and call flow system to efficiently route calls and ensure reduced call abandoning Show less



Creative Labs

• India
• Marketing and Advertising

• Technical Helpdesk Manager

  • Jun 2002 - Sep 2004

  Successfully managed multi-lingual technical and customer care support for UK, Ireland/Scandinavia, ensuring that all customer interactions are answered and resolved in an effective and timely manner through agreed service levels. Conducted regular meetings with the Local Sales Offices within the UK and Scandinavia and implemented and managed any changes/needs that may be identified. Forecasted and planned team resources and setting of individual targets in line with business demands. Coached advisors in relation to their training plans and working closely with them to ensure completion of courses to develop career plans. Launched a new advisor progression scheme to encourage and motivate advisors to develop and progress on their career path. Show less


Compaq
• Technical Helpdesk Supervisor

  • Apr 2001 - Mar 2002

ENBA Customer Care
• Supervisor

  • Sep 1999 - Mar 2001

AACustomer Care
• Team Manager

  • Oct 1998 - Aug 1999