Experience

TRUSTAP

• Ireland
• Financial Services
• 1 - 100 Employee

• Head of Customer Support

  • Nov 2021 - Present



TELUS International Ireland

• Ireland
• Outsourcing/Offshoring
• 400 - 500 Employee

• Group Manager

  • Dec 2019 - Dec 2021

  Operations: - Implementing and maintaining departmental processes improvements to meet & exceed customer demands and to improve the quality of service provided. - Working as part of a team to resolve problems in order to ensure that clients KPI’s are delivered and exceeded. - Acting as the first point of contact for the clients as required to support the business, building and developing successful customer relationships. - Responsible for ensuring that the clients' security requirements, policies and procedures are complied with. - Conducting regular meetings and business reviews with the clients as required to ensure a clear understanding of client requirements, andeEnsuring that clients reporting is delivered as required by the SOW - Being proactive in maximising the available staffing across all areas of the business to provide value add to the clients Team: - Day to day management of a team of direct reports - Drafting and implementing development plans for all team members to address development needs, to improve skill levels and performance, facilitating the personal and professional development of all team members by giving them constructive feedback. - Ensuring that team members are fully briefed on new information within agreed time scales. - Managing rosters to ensure that the required SLA’s across all channels are achieved and exceeded Set specific goals and objectives for the Team - Planning, prioritising and allocating work to achieve and exceed agreed SLA’s, identifying key issues quickly and providing effective solutions Show less



Voxpro

• Ireland
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Customer Support Specialist Team Lead

  • May 2016 - Dec 2019

  Operations- Working as part of a team to resolve problems, customer issues, and escalations in order to ensure that client service level agreements are met.- Ensuring that clear and accurate communication is cascaded throughout the operational team and that good communication links are established with all colleagues and the partner - Implementing and maintaining departmental processes to meet customer demands and to improve the quality of service provided- Communicating and providing advice and assistance, as well as technical support to team members on new services and ongoing issues - Managing eescalations effectively and taking ownership for resolving problems. - Responsibility for ensuring that the Partner's security requirements, policies and procedures are complied with. - First point of contact for the Client, maintaining and developing a strong, healthy and trustful partnership- Leading the transition to a new data processing system and 2 new Websites as part of the Support Team – being reactive in reporting issues to the Client and in offering solutions to the Team- Leading the implementation and developement of a new ticketing system (Zendesk)Team- Leading a team of 7 to 18 members – floor-walking, observing, coaching, performance team meetings, delegating, planning, monitoring- Ensuring that service level is maintained and impacts are managed effectively when making team decisions- Mentoring and developing team members with a v proactive approach to coaching and upskilling all team members- Ensure that team members are fully briefed on new information within agreed time scales Show less

• Point of Contact

  • Jan 2015 - Apr 2016

  • Phone/email Customer Service – work as part of a team to achieve and exceed personal targets, SLA and other KPIs• Full understanding of the products and requirements of the Customer base: providing advice, assistance, and technical support to team members on new services and ongoing issues on a daily basis in respect of Modere’s security requirements, policies and procedures• Managing Escalations effectively, taking decisions quickly to solve any issue• Transferring information between client and Team members within agreed timeframe• Daily management of the Team (7 agents) : observing, coaching, planning, delegating, monitoring• Ensuring that service level is maintained and impacts are managed effectively• Creating, planning, implementing and delivering initial and refresher training and development plans for all team members to address development needs, to improve skills, knowledge and performance• Liaising with the client on a daily basis to maintain and improve a strong relationship• Leading the re-branding from Neways to Modere• Leading the transition to a new emailing system (Zendesk) Show less

• French/English Customer Service Specialist with Neways

  • Apr 2014 - Jan 2015

  • Experience and Understanding of Neways Business, policies and procedures, products, expectations, customers• Handling calls and emails from customers in the most efficient way• Working to SLA and AHT among other KPIs• Taking fast and effective decisions to satisfy both customer and client• Collecting, interpreting and reporting Data • Completing monthly and quarterly reports on French VDI activity• Creating and sharing work and training material• Assisting in the training of new agents on software handling, communication quality, rules and procedures and the running of administrative reports• Acting as a Point of Contact with Neways• Working as part of a team with a direct line reporting structure to Management Show less