Experience

Global Shares

• Ireland
• Financial Services
• 400 - 500 Employee

• Implementation Analyst

  • May 2023 - Present



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Coach, Team of Experts

  • Mar 2014 - May 2023

  - Spearheaded performance management and role model behaviors. Driving performance in experience, revenue, and resolution. - Analyzed performance and quality standard reviews to ensure outcomes met business expectations. - Coached and developed experts to create an amazing customer experience while balancing P&L from a business owner's point of view. - Led, coached, and developed experts through one-on-one discussions and identified process improvement opportunities to… Show more - Spearheaded performance management and role model behaviors. Driving performance in experience, revenue, and resolution. - Analyzed performance and quality standard reviews to ensure outcomes met business expectations. - Coached and developed experts to create an amazing customer experience while balancing P&L from a business owner's point of view. - Led, coached, and developed experts through one-on-one discussions and identified process improvement opportunities to drive operational efficiencies as needed. - Effectively use recognition, coaching, training, and other tools to lead experts and inspire world-class performance and employee retention.

• Intern Customer Experience Manager

  • Mar 2022 - Aug 2022

  - Increase the effectiveness of process refinement by helping employees to focus on priority tasks such as communicating with customers for critical cases and gaining detailed feedback. - Lead the customer marketing strategy and the cross-channel partnerships to drive customer engagement and satisfaction. This includes planning campaigns across multi-channels such as triggers, email, direct mail, digital, social, and events. - Proactively resolve customer pain points for the… Show more - Increase the effectiveness of process refinement by helping employees to focus on priority tasks such as communicating with customers for critical cases and gaining detailed feedback. - Lead the customer marketing strategy and the cross-channel partnerships to drive customer engagement and satisfaction. This includes planning campaigns across multi-channels such as triggers, email, direct mail, digital, social, and events. - Proactively resolve customer pain points for the Device Programs & Logistics team and Omnichannel Operations & Governance. - Create and manage projects to improve the warranty and insurance programs; develop comprehensive operational plans and successful program execution. - Use cross-channel partnerships to refine processes to measure and report the success of the support team to all other departments, as well as communicate customer feedback to various teams. - Handle major customer incidents by stepping in on escalated customer issues that the team could not resolve; resolve frontline leadership and executive customer escalations.

• Interim Team Manager, Team of Experts

  • Jan 2019 - Apr 2019

  - Evaluated team performance, coached and trained accordingly, increasing quality of work and team motivation. - Consultatively administered monthly and annual reviews to direct reports, setting clear and measurable goals, action plans, and follow-up procedures. - Mentored and developed coaches to lead experts with a laser focus on the frontline and customer experience. - Completed training in leadership development, customer service, and dynamic work environments and… Show more - Evaluated team performance, coached and trained accordingly, increasing quality of work and team motivation. - Consultatively administered monthly and annual reviews to direct reports, setting clear and measurable goals, action plans, and follow-up procedures. - Mentored and developed coaches to lead experts with a laser focus on the frontline and customer experience. - Completed training in leadership development, customer service, and dynamic work environments and successfully created action plans to drive increased performance in multiple markets. - Focused on partnerships with retail and engineering, bringing an increased resolution experience to the customers in Memphis and North Carolina Markets. - Conducted interviews to hire in the best internal candidates to fill leadership roles within the organization.

• Value Creation Manager

  • Mar 2017 - Jun 2018

  - Created record-breaking revenue strategies driving 1000's of additional new line activations for the site resulting in over $500,000 increase in revenue for the year. - Assisted clients in assessing their business's value creation potential and developing an action plan to deliver against performance improvement initiatives. - Assessed new menu opportunities through continuously evaluating the competitive landscape, consumer insights, new trends, and culture while leveraging… Show more - Created record-breaking revenue strategies driving 1000's of additional new line activations for the site resulting in over $500,000 increase in revenue for the year. - Assisted clients in assessing their business's value creation potential and developing an action plan to deliver against performance improvement initiatives. - Assessed new menu opportunities through continuously evaluating the competitive landscape, consumer insights, new trends, and culture while leveraging incentives and training to drive consumer growth. - Jointly developed and managed value creation programs with local management in order to increase sales growth and profitability of the company's portfolio.

• P&L Transition Manager

  • Aug 2016 - Feb 2017

  - Counseled leaders one-on-one on how to drive P&L while monitoring the net income after expenses for a department or organization and influencing how company resources are allocated. - Managed P&L for the business line, including planning, and managing to achieve financial and other operating metrics. - Aligned employee and customer experience across assigned coach teams to provide a unified direction and effective P&L management. - Educated leadership alongside 600+… Show more - Counseled leaders one-on-one on how to drive P&L while monitoring the net income after expenses for a department or organization and influencing how company resources are allocated. - Managed P&L for the business line, including planning, and managing to achieve financial and other operating metrics. - Aligned employee and customer experience across assigned coach teams to provide a unified direction and effective P&L management. - Educated leadership alongside 600+ employees on how to increase profit while minimizing loss. - Utilized group discussions and led training to engrain the ideals of revenue and cost to the entire customer experience center. - Developed, implemented, and managed a comprehensive project plan and ensured the completion of milestones within the triple constraints of time, cost, and scope.



Best Buy

• Retail
• 700 & Above Employee

• Mobile Sales Lead

  • Mar 2011 - Nov 2013

  - Consulted with new and existing customers in order to determine their wireless service needs and make professional recommendations. - Maintained monthly sales goals and quotas by consistently adapting to changes in promotions, rules, prices, and industry changes and fine-tuning sales pitches and processes. - Provided feedback on products and customer engagement with vendor partners, representatives, and market teams. - Collaborated in a team environment to ensure work was… Show more - Consulted with new and existing customers in order to determine their wireless service needs and make professional recommendations. - Maintained monthly sales goals and quotas by consistently adapting to changes in promotions, rules, prices, and industry changes and fine-tuning sales pitches and processes. - Provided feedback on products and customer engagement with vendor partners, representatives, and market teams. - Collaborated in a team environment to ensure work was evenly distributed, customers were efficiently served, and revenue opportunities were maximized. - Contacted customers to follow up on previous purchases while suggesting new merchandise and informing them about promotions and upcoming events. Show less - Consulted with new and existing customers in order to determine their wireless service needs and make professional recommendations. - Maintained monthly sales goals and quotas by consistently adapting to changes in promotions, rules, prices, and industry changes and fine-tuning sales pitches and processes. - Provided feedback on products and customer engagement with vendor partners, representatives, and market teams. - Collaborated in a team environment to ensure work was… Show more - Consulted with new and existing customers in order to determine their wireless service needs and make professional recommendations. - Maintained monthly sales goals and quotas by consistently adapting to changes in promotions, rules, prices, and industry changes and fine-tuning sales pitches and processes. - Provided feedback on products and customer engagement with vendor partners, representatives, and market teams. - Collaborated in a team environment to ensure work was evenly distributed, customers were efficiently served, and revenue opportunities were maximized. - Contacted customers to follow up on previous purchases while suggesting new merchandise and informing them about promotions and upcoming events. Show less



Oasis Hot Tubs

• United States
• Recreational Facilities
• 1 - 100 Employee

• Shift Manager

  • Sep 2005 - Oct 2010

  - Coached and trained employees to provide the highest standards in cleanliness and customer experience. - Responsible for developing and maintaining several aspects of the marketing mix such as Facebook page, E-mail Club, and any live events. - Responsible for opening and closing the facility which included being responsible for the daily financials such as deposits and book keeping. - Coached and trained employees to provide the highest standards in cleanliness and customer experience. - Responsible for developing and maintaining several aspects of the marketing mix such as Facebook page, E-mail Club, and any live events. - Responsible for opening and closing the facility which included being responsible for the daily financials such as deposits and book keeping.