Experience

Zevas Communications

• Outsourcing/Offshoring
• 1 - 100 Employee

• Director Of Operations

  • Apr 2019 - Present



Eli Lilly and Company

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• O2C Manager

  • Jun 2017 - Mar 2019



Abtran

• Ireland
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sky ROI and UK Service Delivery Manager

  • Aug 2013 - Jun 2017

  As well as the responsibility of the managed service, I was also responsible for the Outbound and Inbound service delivery of the Sky Outbound operation of 70 FTE, growing the account to earn revenue of €3 million in 2015. Grew the Sky account in the Irish market as well as the UK market, leading the ramp up project to 150 FTE in a 3 month period. Supported other operations while managing Sky growth and team development. Responsible for the training delivery of a key ramp up in… Show more As well as the responsibility of the managed service, I was also responsible for the Outbound and Inbound service delivery of the Sky Outbound operation of 70 FTE, growing the account to earn revenue of €3 million in 2015. Grew the Sky account in the Irish market as well as the UK market, leading the ramp up project to 150 FTE in a 3 month period. Supported other operations while managing Sky growth and team development. Responsible for the training delivery of a key ramp up in Abtran. Managed Aviva GI account to support sales performance in this industry. Standardised sales processes across a number of sales operations in the Organisation. Responsible for the delivery of sales volumes across 5 outbound campaigns and delivering inbound SLA’s. I worked closely with the client to ensure goals and targets were aligned with Sky. Consistently over-achieved sales targets through introduction of process, trackers and driving performance across the operation. Responsible for Sky budget and forecasting weekly, quarterly and yearly to ensure the delivery of a profitable operation.

• Service Delivery Manager -Managed Service Healthcare

  • Jul 2013 - Mar 2015

  Responsible for the service delivery of the Central Appointments Office through an insourced managed service model in Cork University Hospital. Responsible for the shared managed service across a number of services in CUH including Emergency Department, Outpatient Department and Transcription Services. I work closely with the HSE client to deliver SLA’s based on the National Outpatient Protocol. Responsible for drafting SOP’s, work instructions and process documents. Designed a… Show more Responsible for the service delivery of the Central Appointments Office through an insourced managed service model in Cork University Hospital. Responsible for the shared managed service across a number of services in CUH including Emergency Department, Outpatient Department and Transcription Services. I work closely with the HSE client to deliver SLA’s based on the National Outpatient Protocol. Responsible for drafting SOP’s, work instructions and process documents. Designed a reporting structure to ensure the delivery of KPI’s. Secured additional contracts in Cork and Waterford hospitals through consistent delivery of service. Overall responsibility for people, contract, client and operational delivery.

• Service Delivery Manager

  • Jul 2011 - Jul 2013

  Responsible for the service delivery of the Sky ROI Operation with 230 advisors, 14 Team Leads and 3 Operations Managers Developed and drives a high performing target driven team that consistently delivers on KPI’s Responsible for creating a positive working environment Overall responsibility for maximizing revenue and profitability of the account through effective management of business unit budgets and KPI’s Has ownership of employee development and succession planning within the… Show more Responsible for the service delivery of the Sky ROI Operation with 230 advisors, 14 Team Leads and 3 Operations Managers Developed and drives a high performing target driven team that consistently delivers on KPI’s Responsible for creating a positive working environment Overall responsibility for maximizing revenue and profitability of the account through effective management of business unit budgets and KPI’s Has ownership of employee development and succession planning within the department Works closely with various Sky stakeholders to align our objectives to Sky, building and managing effective positive relationships with clients in Sky Drives a continuous improvement culture always looking for new and innovative solutions to do things better

• Aviva Sales and Retention Operations Manager

  • Jan 2011 - Jul 2011

  Responsible for the management of Aviva Sales and Retention team 25 FTE and 3 Team Leads. Responsible for the set up and day to day running of the Aviva Retention Operation. Designed a reporting suite. ·Re-launched Sales Capability model and maximized sales through proactive Outbound activity

• Performance Specialist Operations Manager

  • Nov 2010 - Jul 2011

  Responsible for a team of 12 Performance Specialists and 2 Team Leads. Developed an intranet based knowledge base, designed and delivered briefings, new hire training and SOP’s to the operation Created reporting suite through design of the PS Database Drive performance on the team through 4 key areas: Coaching and Training Escalations Management Customer Insight Analysis Assist Line support

• Sky Operations Manager

  • Apr 2007 - Jun 2011

  Responsible for the management of Customer Relationship Operation with 90FTE and 6 Team Leads Responsible for set up / ramp up of UK Outbound and Customer Relationship operations Running of the day to day operation Development and mentoring of Team Leaders by designing leadership development modules



AOL

• Skills and Quality

  • Apr 2006 - Apr 2007

  Supported the Skills and Quality Director in managing and regularly measuring an effective communications process to ensure that consistent delivery and application is achieved to high standards at all sites Worked closely with offshore Training Manager to manage the implementation of training accreditation and delivery offshore Ensured that outsource partners complied with training and quality requirements Maintained a central record of all communications, forecasting and planning of… Show more Supported the Skills and Quality Director in managing and regularly measuring an effective communications process to ensure that consistent delivery and application is achieved to high standards at all sites Worked closely with offshore Training Manager to manage the implementation of training accreditation and delivery offshore Ensured that outsource partners complied with training and quality requirements Maintained a central record of all communications, forecasting and planning of key projects and impacts Managed training documentation including maintaining templates, formats and change control process across all sites

• Trainer

  • Oct 2005 - Apr 2007

  Redesigned New Hire Induction for different departments within the center Lead Trainer of Excellence Through People project and FETAC project Planned and designed internal sales training programmes



RCI

• Travel Arrangements
• 700 & Above Employee

• Trainer

  • Mar 2001 - Oct 2005

  Lead Trainer and project co-ordinator for the roll out of the Transition Bay Project Lead Trainer for the conversion of all US agents to the UK operation involving training and scheduling of all agents Devised and wrote training manuals, worksheets and workbooks for specific training courses Designed and implemented training curriculums and leaders guides within the organisation Identifying and developing training opportunities with staff members Involved in various projects… Show more Lead Trainer and project co-ordinator for the roll out of the Transition Bay Project Lead Trainer for the conversion of all US agents to the UK operation involving training and scheduling of all agents Devised and wrote training manuals, worksheets and workbooks for specific training courses Designed and implemented training curriculums and leaders guides within the organisation Identifying and developing training opportunities with staff members Involved in various projects including the set up of Outbound calling in the RCI Dubai Contact Centre Show less Lead Trainer and project co-ordinator for the roll out of the Transition Bay Project Lead Trainer for the conversion of all US agents to the UK operation involving training and scheduling of all agents Devised and wrote training manuals, worksheets and workbooks for specific training courses Designed and implemented training curriculums and leaders guides within the organisation Identifying and developing training opportunities with staff members Involved in various projects… Show more Lead Trainer and project co-ordinator for the roll out of the Transition Bay Project Lead Trainer for the conversion of all US agents to the UK operation involving training and scheduling of all agents Devised and wrote training manuals, worksheets and workbooks for specific training courses Designed and implemented training curriculums and leaders guides within the organisation Identifying and developing training opportunities with staff members Involved in various projects including the set up of Outbound calling in the RCI Dubai Contact Centre Show less