Contract Manager

• Nov 2020 - Present

Contract Performance Manager

• Oct 2016 - Oct 2020

The role of Contract Performance Manager is to measure quality deliverables for the business and to liaise with the Customer one matters relating to Contract Performance. This includes: - Generating regular performance reports for submission to Customer and Stakeholders - Presenting to Customer on performance on a monthly basis. - Responding to Warning Notices from the Customer with Corrective Action Plans and ensuring the successful completion of these plans. - Encouraging and supporting contract awareness to all teams - Identification of service improvement areas through analysis of performance levels & suggesting actions to be undertaken to drive improved performance. Show less

Quality Assurance Officer

• Jun 2014 - Oct 2016

Previously Sanef OperationsThe role of Quality Officer is to support the Quality Manager in the measurement of quality deliverables in all areas of the business. This includes: • Proofing reports from line managers, supervisors, team leaders etc. for accuracy and timeliness• Investigating processes and procedures to ensure accuracy of reporting and identifying where appropriate remedial action, working with other resources on business improvement initiatives.• Substituting for the Quality Manager in customer meetings and in leading the Quality Assistants where appropriate• Undertaking and/or contributing to projects as directed, including ISO accreditation, including where appropriate relevant training courses and programmes.• Responsible for liaison with other departments for specific data, reporting and performance details• Achieving a high level of understanding of the relevant PIs and KPIs required for fulfilment of the contract with the client.• Building close working relationships with the customer• Working with Business Intelligence to create and provide reports as required by the customer and senior managers• Carrying out other assignments, training and experience as directed from time to time by the Quality Manager or other senior managers. Show less

Training & Quality Specialist

• Sep 2013 - Jun 2014

- Compiling monthly reports on quality scores and training for Transport Infrastructure Ireland (previously the Irish National Roads Authority)- Assisting HR with preparation of monthly training reports - Completing regular quality checks for the CRM Teams and providing one-on-one feedback based on the results- Development of coaching programs to improve quality scores- Planning training sessions for employees, with both internal and external training providers- Developing and delivering effective training programmes and training material- Maintenance of company training records- Proof reading material prepared by Marketing for publication Show less

Customer Service Analyst

• Aug 2011 - Aug 2013

- Resolving customer queries received in writing (via web messages, letters, faxes and emails). Queries can vary from basic requests for general information, to account queries, to complaints and requests for refunds. - Providing for training and one-to-one coaching for other staff members - Performing regular quality assurance checks to ensure all actions are carried out to the highest possible standards - Providing one-to-one feedback session on quality check results - Developing procedures for the Customer Service Team - Occasional team leadership roles, such as assigning daily tasks for the Customer Service Team. Show less

Customer Support Representative

• May 2011 - Jul 2011

- Reviewing toll imagery - Data entry and database searches for verification - Verification of customer transactions

Exam Invigilator

• May 2011 - Jun 2014

Responsible for: - Maintaining a controlled and quiet atmosphere in the library and exam venues. - Handling diverse queries from students on a range of topics. - Handing out & collecting exam scripts, in accordance with strict guidelines. - Solo supervision of ‘Special Requirements’ exam rooms Responsible for: - Maintaining a controlled and quiet atmosphere in the library and exam venues. - Handling diverse queries from students on a range of topics. - Handing out & collecting exam scripts, in accordance with strict guidelines. - Solo supervision of ‘Special Requirements’ exam rooms

IAESTE Student Exchange (Chemistry)

• Jan 2011 - Mar 2011

Investigation of syntheses and reactivity of compounds prepared by one or more steps transformation of 4-hydroxyquinolin-2(1H)-ones. Techniques used in this study include: - Electron Impact Mass Spectral Analysis - Infrared Analysis - Melting Point determination - Rotary Evaporation - Thin Layer Chromatography - Column Chromatography Investigation of syntheses and reactivity of compounds prepared by one or more steps transformation of 4-hydroxyquinolin-2(1H)-ones. Techniques used in this study include: - Electron Impact Mass Spectral Analysis - Infrared Analysis - Melting Point determination - Rotary Evaporation - Thin Layer Chromatography - Column Chromatography

Sales and Stockroom Assistant

• Nov 2010 - Jan 2011

- Delivering excellent customer service - Keeping accurate records of customer purchases on file - Updating customer database - Receiving orders of new stock & preparing stock for presentation and sale - Handling reservations & sales - Organisation of stock room & wrapping - Delivering excellent customer service - Keeping accurate records of customer purchases on file - Updating customer database - Receiving orders of new stock & preparing stock for presentation and sale - Handling reservations & sales - Organisation of stock room & wrapping

Business Support Officer

• Aug 2010 - Nov 2010

- Data analysis and signature matching - Analysing individual customer cases - Conferring with colleagues on cases - Careful attention to detail to maintain customer satisfaction and confidence - Data analysis and signature matching - Analysing individual customer cases - Conferring with colleagues on cases - Careful attention to detail to maintain customer satisfaction and confidence

Quality Assurance

• Jun 2008 - Aug 2008

- Document control (i.e. distribution of Standard Operating Procedures (SOPs) to the relevant groups and recovery and destruction of obsolete versions) - File management (updating the soft copy of company change control register, filing obsolete company documents for retention) - Preparation for successful corporate audit - Attending departmental meetings - Also received training in correct manual handling training, good manufacturing practice (GMP) and employee health and safety (EHS) Show less