Experience

Blueface, a Comcast Business Company

• Ireland
• Telecommunications
• 1 - 100 Employee

• Operational Readiness Team Lead

  • Jan 2021 - Present

  Leading the Operations Readiness Team to ensure the Operations organisation is ready for the introduction and delivery of all changes which impact them. This includes impact assessment, procedure creation, process mapping and training activities. Establishing and rolling out best practice training for internal and external stakeholders. Establishing and rolling out QA and Performance metrics for the Operations Team. Interacting with Operations team members… Show more Leading the Operations Readiness Team to ensure the Operations organisation is ready for the introduction and delivery of all changes which impact them. This includes impact assessment, procedure creation, process mapping and training activities. Establishing and rolling out best practice training for internal and external stakeholders. Establishing and rolling out QA and Performance metrics for the Operations Team. Interacting with Operations team members for feedback on the current processes and developing, implementing, and monitoring an improved process based on feedback. Acting as a driver for change coordinating with various internal teams and customer stakeholders to evaluate existing processes. Show less Leading the Operations Readiness Team to ensure the Operations organisation is ready for the introduction and delivery of all changes which impact them. This includes impact assessment, procedure creation, process mapping and training activities. Establishing and rolling out best practice training for internal and external stakeholders. Establishing and rolling out QA and Performance metrics for the Operations Team. Interacting with Operations team members… Show more Leading the Operations Readiness Team to ensure the Operations organisation is ready for the introduction and delivery of all changes which impact them. This includes impact assessment, procedure creation, process mapping and training activities. Establishing and rolling out best practice training for internal and external stakeholders. Establishing and rolling out QA and Performance metrics for the Operations Team. Interacting with Operations team members for feedback on the current processes and developing, implementing, and monitoring an improved process based on feedback. Acting as a driver for change coordinating with various internal teams and customer stakeholders to evaluate existing processes. Show less

• Customer Experience and Operations Manager

  • Jul 2017 - Mar 2019

  Responsible for the experience of all customers and the management of the entire Operations Team including Onboarding and Customer Care Teams. Measuring Blueface’s Net Promoter Score (NPS), Customer Retention, Churn and driving operational improvements to deliver an enhanced customer experience. Collaborating with sales, marketing, engineering, finance and management teams to improve online and offline interactions with customers. Creating, optimising and enforcing… Show more Responsible for the experience of all customers and the management of the entire Operations Team including Onboarding and Customer Care Teams. Measuring Blueface’s Net Promoter Score (NPS), Customer Retention, Churn and driving operational improvements to deliver an enhanced customer experience. Collaborating with sales, marketing, engineering, finance and management teams to improve online and offline interactions with customers. Creating, optimising and enforcing procedures involving customer interactions.

• Head Of Customer Experience

  • Aug 2016 - Jul 2017

  Overseeing the strategic direction of the customer care team and managing the Customer Care Team Leader and Customer Engagement Consultant(s). Mapping all customer touch points and ensuring that customers receive a best in class experience across all areas. Cultivating and promoting a customer focused culture within the company. Measuring Blueface’s Net Promoter Score (NPS) and driving operational improvements. Improving the pro-active management of existing customers… Show more Overseeing the strategic direction of the customer care team and managing the Customer Care Team Leader and Customer Engagement Consultant(s). Mapping all customer touch points and ensuring that customers receive a best in class experience across all areas. Cultivating and promoting a customer focused culture within the company. Measuring Blueface’s Net Promoter Score (NPS) and driving operational improvements. Improving the pro-active management of existing customers around account management across upselling, retention, and developing a base of advocate customers. Helping internationalise the customer facing operations for each new market that Blueface is in and expanding to.

• Customer Care Team Leader

  • Jul 2014 - Aug 2016

  Managing the performance of the Account Management and Support Team, tracking customer Interactions, support and problem resolution, motivating the team to exceed targets and deliver a quality customer experience and securing high levels of customer satisfaction. Customer satisfaction and support survey management. Assisting with the gathering of customer insight and intelligence to aid decision making. Support the business in developing customer insight, knowledge… Show more Managing the performance of the Account Management and Support Team, tracking customer Interactions, support and problem resolution, motivating the team to exceed targets and deliver a quality customer experience and securing high levels of customer satisfaction. Customer satisfaction and support survey management. Assisting with the gathering of customer insight and intelligence to aid decision making. Support the business in developing customer insight, knowledge management. Contributing to the development of retention strategies and implementing initiatives to reduce churn. Management of daily, weekly and monthly billing activities.



SumUp

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Operations Administrator

  • Jun 2013 - Jul 2014

  Management of merchant sign up process: KYC checks, AML investigating and resolving client queries in accordance with company guidelines within FCA framework

• Operations Administrator

  • Dec 2012 - Jun 2013

  Act as an escalation point for onboarding and support related queries Ensuring that marketing material dispatched by third parties is in line with business requirements Ad hoc analysis to support operations management Mentoring of new customer support agents.



Allergan

• Pharmaceutical Manufacturing
• 700 & Above Employee

• Customer Service Representative

  • Jun 2011 - Dec 2012

  Providing customer service support in Italian, English and French. Liaising with logistics, marketing and sales to maintain best quality service to all customers. Training and quality control over all agents. Providing customer service support in Italian, English and French. Liaising with logistics, marketing and sales to maintain best quality service to all customers. Training and quality control over all agents.



The Yellow House Art Management and Events

• Art Curator and Event Manager

  • Feb 2010 - May 2011

  Curating international art exhibitions and cultural events. Developing and budgeting event and festival programmes. Editing and content writing for press releases and art catalogues. Curating international art exhibitions and cultural events. Developing and budgeting event and festival programmes. Editing and content writing for press releases and art catalogues.



BSI Bank

• Switzerland
• Financial Services
• 100 - 200 Employee

• Head of Art Management Department

  • Feb 2009 - Dec 2009

  Managing support activities for art advisory services and art investments. Advising senior management on, and developing, the art strategies for the bank. Managing of bespoke cultural events for high net worth clients.

• Art Manager

  • Apr 2004 - Jan 2009

  Administrating the bank’s international art collection in 20 worldwide branches. Editing and content writing for internal and external communications, such as art catalogues and press releases. Training of bank employees and investment advisors.



galleria galica

• Italy
• Fine Art
• 1 - 100 Employee

• Gallery Assistant

  • Oct 2002 - Mar 2004

  Administrating curatorial activities: archiving, cataloguing, insurances, shipping, public and media relations. Delivering guided tours of the gallery collection. Administrating curatorial activities: archiving, cataloguing, insurances, shipping, public and media relations. Delivering guided tours of the gallery collection.