Experience

saongroup

• Ireland
• Online Audio and Video Media
• 1 - 100 Employee

• Customer Service Team Manager

  • Mar 2022 - Present



Panda Ireland

• Ireland
• Environmental Services
• 100 - 200 Employee

• Senior Customer Service Manager

  • Sep 2020 - Mar 2022

  Manage day-to-day Customer Support operations overseeing 8 customer support staff. Be an escalation point for Customer Support Management and resolve advanced client issues in a timely manner. Collaborate cross-functionally with internal teams daily to ensure vendor performance excellence and process adherence. Make data-informed decisions to evaluate performance, adherence to SLAs, and resource allocation. Monitor internal processes and tools to increase productivity. Develop best practices and process docs to ensure teams deliver high-quality results. Continually identifying new training opportunities and work cross-collaboratively to coach & train team members Show less



Electric Ireland

• Ireland
• Utilities
• 100 - 200 Employee

• Home Services Sales and Customer Care Manager

  • Apr 2018 - Sep 2020

  Managing a Team of 18 Home Service and Retention Sales advisors to deliver Product Sales and Service- delegation of large workload, productivity, and coaching. Contribute to sales plans working towards achieving growth targets, grow new client relationships for partner growth Develop and manage existing client relationships and partnerships including renewals and new business Meet assigned sales goals for various initiatives and programs monthly, quarterly, and annually Develop new ideas and frameworks for future business development research Analyse sales data to create specific sales campaign to existing partners Dealing with complaints. Assuring internal processes were compliant with all data protection regulations. Collaborating with senior management in advising and implementing strategic business plans. Responsible for internal reporting on KPI’S and weekly reviews with the client. Using SAP system (CRM) daily as well as Simply Workflow. Project manager for multiple sales campaign focused on specific products for Electric Ireland. Provide support for internal and external auditors. Hiring and training the Home Service and Retention Sales Team. Show less