Lorna McEnery
Case Resolution Specialist, Employee Relations (HR) at Virgin Media O2- Claim this Profile
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Bio
Frank Jennings
I worked with Lorna on many complex Avaya implementations at Findel Education. She is a very strong character who provides 150% commitment. The Business needs, requirements and vision certainly receive her total attention! Lorna was a pleasure to work for and I hope to work with her again in the future.
Mike Rogers
Lorna is a fantastic leader with first class people skills. From having the opportunity to work in partnership with Lorna on a project it was evident that there is a strong desire to lead both her own people, and that of her supplier base, in order to achieve the best results possible. Lorna is a passionate and highly intuitive operator and is a pleasure to work with.
Frank Jennings
I worked with Lorna on many complex Avaya implementations at Findel Education. She is a very strong character who provides 150% commitment. The Business needs, requirements and vision certainly receive her total attention! Lorna was a pleasure to work for and I hope to work with her again in the future.
Mike Rogers
Lorna is a fantastic leader with first class people skills. From having the opportunity to work in partnership with Lorna on a project it was evident that there is a strong desire to lead both her own people, and that of her supplier base, in order to achieve the best results possible. Lorna is a passionate and highly intuitive operator and is a pleasure to work with.
Frank Jennings
I worked with Lorna on many complex Avaya implementations at Findel Education. She is a very strong character who provides 150% commitment. The Business needs, requirements and vision certainly receive her total attention! Lorna was a pleasure to work for and I hope to work with her again in the future.
Mike Rogers
Lorna is a fantastic leader with first class people skills. From having the opportunity to work in partnership with Lorna on a project it was evident that there is a strong desire to lead both her own people, and that of her supplier base, in order to achieve the best results possible. Lorna is a passionate and highly intuitive operator and is a pleasure to work with.
Frank Jennings
I worked with Lorna on many complex Avaya implementations at Findel Education. She is a very strong character who provides 150% commitment. The Business needs, requirements and vision certainly receive her total attention! Lorna was a pleasure to work for and I hope to work with her again in the future.
Mike Rogers
Lorna is a fantastic leader with first class people skills. From having the opportunity to work in partnership with Lorna on a project it was evident that there is a strong desire to lead both her own people, and that of her supplier base, in order to achieve the best results possible. Lorna is a passionate and highly intuitive operator and is a pleasure to work with.
Experience
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Virgin Media O2
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United Kingdom
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Telecommunications
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700 & Above Employee
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Case Resolution Specialist, Employee Relations (HR)
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Mar 2021 - Present
working within the HR department supporting the business on complex case management and employee relations working within the HR department supporting the business on complex case management and employee relations
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Virgin Media
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United Kingdom
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Telecommunications
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700 & Above Employee
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Customer Relations Manager
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Feb 2012 - Mar 2021
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Call Department Manager
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Mar 2011 - Dec 2011
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Customer Engagement Manager
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Apr 2010 - Jul 2010
Responsible for YPO's customer engagement activity for all product and service categories in conjunction with the Commercial Director to deliver upon the company's growth strategy. Took responsibility for the Organisation's relationships with its existing and developing customer base. Developed the Organisation's customer experience goals across all product and service categories Directed & controlled YPOs internal activities in relation to sales opportunity development and in conjunction with the Business Development Managers and the Commercial Director. Developed internal procedures that will deliver a culture for winning new business across the entire operation. Responsible for the Customer Engagement's Department's budget, monitoring and managing as required within target. Show less
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Findel
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United Kingdom
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Retail
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100 - 200 Employee
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Head of Contact Centre for Findel Education
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Sep 2006 - Mar 2010
Responsible for giving direction and leadership, both strategically and operationally, to the Contact Centre organisation, ensuring its service quality and commercial goals are achieved Accountable for the operational and commercial management of 6 contact centres which together form a virtual team of some 250 FTE located in 6 sites in the UK and Ireland. Reduced this to 130 FTE over 3 sites during my tenure while maintaining workload & service levels Designed, implemented and managed a ‘single point of contact’ contact centre incorporating, Customer Service, Complaints, Accounts & Billing, Debt Management, and Telesales, Buying & Merchandising Took ownership of the organisations early debt management function, reducing the value by 400% (£1.2m) the monies owed within a 4 month period Responsible for the design and delivery of Contact Centre strategy, systems and structure to meet ambitious growth plans for the future Managed a budget in excess of £2m & met stretching cost reductions year on year while maintaining workloads & client SLA’s Show less
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Hitachi Capital (UK) PLC
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United Kingdom
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Financial Services
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200 - 300 Employee
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Team Manager (Contact Centre), Hitachi Capital (UK) Plc
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Oct 2002 - Sep 2006
Planned, implemented & managed cross sell projects & initiatives that delivered in excess of the £2m profit Managed the introduction of IVR into the contact centre Achieved my BSI internal auditor qualification to ensure ISO compliance Ensure all FSA & regulatory requirements are fully adhered to Introduced the ability to forecast & schedule resource according to work volumes Managed a culture change to reflect a professional, flexible contact centre focusing on both resource efficiency & effectiveness Introduced regular performance reviews to ensure individuals were contributing to business goals Show less
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GE Capital
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United States
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Financial Services
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700 & Above Employee
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Team Leader, GE Capital Bank GCF UK (Irish Services)
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Sep 1999 - Oct 2002
Managed outbound projects ensuring the “cost to pound collected” was consistently favourable to plan Identified coaching & training needs, proactively agreeing action plans & time scales Managed HR issues consistently & in line with company & legislative requirements Managed multiskilled agents effectively to ensure KPI’s were maintained for both inbound & outbound activities Managed outbound projects ensuring the “cost to pound collected” was consistently favourable to plan Identified coaching & training needs, proactively agreeing action plans & time scales Managed HR issues consistently & in line with company & legislative requirements Managed multiskilled agents effectively to ensure KPI’s were maintained for both inbound & outbound activities
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Store Manager
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Mar 1996 - Sep 1999
Boutique this is no longer relevant to warrant bullet points Boutique this is no longer relevant to warrant bullet points
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Assistant Manager
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Jul 1995 - Mar 1996
Supermarket & Forecourt this is no longer relevant to warrant bullet points Supermarket & Forecourt this is no longer relevant to warrant bullet points
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Education
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1991 - 1992
Camden Street Dublin
Diploma, Business Organisation Studies; English, French, Irish & Mathematics Biology
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