Operations Manager

• Sep 2020 - Present

Salesforce Administrator

• Sep 2017 - Jul 2020

To provide administrative support to all of the clients within the Salesforce Platform updating existing data/functions/processes or creating new ones which includes:• Automation (Process Builder, Validation Rules, Workflows)• Object Management (Field Admin, Record Types, Page Layouts)• User Management (User Setup, Profiles, Permission Sets)• Data Management (New and existing data changes.• Email Alerts/Templates• Email-to-case setup• Reports/DashboardsI have some knowledge of 3rd party Applications such as Get Feedback having implemented this into a clients org to help get a better overview of how efficiently the call centre is performing against company targets.

Senior Contact Centre Agent - Merchant Acquiring

• Sep 2015 - Sep 2017

• I currently help manage over 50 members of staff within 3 Merchant Acquiring Helpdesks (Allied Irish Bank, First Data & Lloyds Cardnet) to deliver excellent customer service.• Use of various terminal management systems such as Salesforce, Citrix, Base24, Workforce Management, Nice call monitoring system.• Monitoring service levels by corresponding with resource planning to ensure work is completed within agreed SLA's and scheduling shift changes to have a postive impact on service.• AHT• Floor walking on a daily basis to help agents with any queries they may have during calls.• Manage any escalations from our merchants as well as call backs with any concerns our merchants may have.• Regular quality monitoring and feedback to help track and improve performance for agents and ensure company procedure and script is being used during calls.• Keeping agents updated with process changes and up to date procedures using a combination of team briefs and emails.• Holding weekly team meetings to make agents aware of our aims and objectives.• Managing agents to ensure all training and compliance is completed each month to ensure agents maintain their knowledge of the rules and regulations of the business.• Provide development programs for underperforming agents to help improve their individual quality scores as well as one to one coaching to help with performance.• Identifying opportunities to improve operational processes.• Running and analysing reports.• Completing monthly ones to ones with agents.• Managing client questions and queries via email, phone or meetings on a daily basis to ensure we are working towards the same aim and objectives.

Contact Centre Agent - Merchant Acquiring

• May 2014 - Sep 2015

• Inbound/Outbound merchant account enquiries via telephone.• Helpdesk team box duties include dealing with queries from internal/external departments as well as third party companies.• Taking on more responsibility to help me develop as a Senior Agent.

Lead Buyer

• Aug 2011 - May 2014

• Key holder responsible for opening/closing of the store.• Responsible for items being bought into store and ensuring they are up to company standards before buying them from the public.• PAT testing all electrical appliances for any defects.• Stock checking on a monthly basis to keep stock levels accurate and reporting any discrepancies to management. • Key holder responsible for opening/closing of the store.• Responsible for items being bought into store and ensuring they are up to company standards before buying them from the public.• PAT testing all electrical appliances for any defects.• Stock checking on a monthly basis to keep stock levels accurate and reporting any discrepancies to management.

Senior Sales Assistant

• Oct 2008 - May 2011

• Key holder responsible for opening/closing of the store.• Setting daily store targets for staff to work towards to help hit company KPI’s• Stock checking on a monthly basis to keep stock levels accurate and reporting any discrepancies to management.• Receiving deliveries on a daily basis and booking in all new stock.• Floor walking to help drive sales to a maximum where possible. • Key holder responsible for opening/closing of the store.• Setting daily store targets for staff to work towards to help hit company KPI’s• Stock checking on a monthly basis to keep stock levels accurate and reporting any discrepancies to management.• Receiving deliveries on a daily basis and booking in all new stock.• Floor walking to help drive sales to a maximum where possible.