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Summary

I am an experienced manager with over 8 years’ experience in managing varied and diverse staff within various positions.  I am passionate about delivering a great customer experience and a firm believer that you have to be a brand ambassador. I am fair, concise and passionate about work, people, consumers and clients. I believe you have to be passionate in creating and maintaining a positive can do atmosphere.

I have a strong set of values which are honesty, openness, integrity, courage, pride, passion, heart and optimism. I believe providing strong leadership drives performance, efficiency and makes processes seamless.  I work towards delivering cost savings through driving positive employee retention and cost management reviews to slice away excess cost.

Work History

Logitech

Jun 2015Aug 2016

Operations Coordinator, Customer Care

In this role I manage the four vendor sites we have within EMEA and AP.  Working in partnership with the vendor we set the KPI's/SLA's and staffing.  Reviews are held on a weekly, monthly and quarterly basis to ensure consistency and maintain good quality control and value for money.  My main duties are:

* Vendor Management, including KPI and SLA's

* Vendor Quality Evaluations and Calibrations

* Vendor Workforce Development through Coaching and Training to Increase Staff Retention and Motivation

* Management of Internal Policies and Procedures

* Reducing regional processes, and implementing global processes

* High Level Escalation Management

* Reviewing cost saving excersises

* Working in close partnership with Logistics, eCommerce, Sales, B2B, B2C, BG's and Product Specialists to deliver on mutually beneficial business goals and KPI's

* Analysis and Report Building, Internal Business Groups and Vendor

* Inter departmental collaboration on business cost saving projects

* Reviewing new products to be released to general market

* Managing the run rate of products and determining stock levels

* Tester and reporter on new business technology for reporting and consumer facing portals

* Brand Ambassador

TeleTech

Jan 2014Jun 2015

Ad-Hoc Service Delivery Manager

In this role I worked for the client Logitech. I managed a team of senior level workforce across a range of departments.  My duties included:

* Attendance and Workforce Management

* Human Resources Policy and Procedure Champion

* Objection and Escalation Management

* Workforce Development through Coaching and Training

* KPI and SLA Management

* Quality Evaluations and Calibrations, Internal and External

* Analysis and Report Building

* Increase Staff Retention and Motivation

* Weekly, Monthly and Quarterly Business Reviews with the Client

* Daily Client Interactions

* Payroll Management

TeleTech

Jul 2013Dec 2013

Service Delivery Team Leader

In this role I worked for the client Royal Bank of Scotland and Natwest.  I managed the full team of 30 associates, and I reported directly to a Service Delivery Manager and Client.  My main duties were:

* Attendance and Workforce Management

* Human Resources Policy and Procedure Champion

* Objection and Escalation Management

* Workforce Development through Coaching and Training

* KPI and SLA Management

* Quality Evaluations and Calibrations, Internal and External

* Analysis and Report Building

* Increase Staff Retention and Motivation

* Weekly, Monthly and Quarterly Business Reviews with the Client

* Daily Client Interactions

* Payroll Management

* Planning and Forecasting

BT

Sep 2012Jul 2013

Loyalty Team

In this role I worked directly for BT in the new trial program called BT Flex.   Within this role I covered a variety of roles and my daily duties were:

* Inbound and Outbound Sales

* Narrowband Support and Training

* Service Migrations

* Infinity Conversions

* Customer & Complaint Management

* Floor Support

Firstsource Solutions Limited

Mar 2012Aug 2012

Service Delivery Team Leader

In this role I worked for the client BSKYB (British Sky Broadcasting). This move was due to a TUPE transfer from TeleTech to Firstsource. The team size and my main duties remained the same.  I did take on an extra duty of managing the sales through service incentive for the Firstsource team within Northern Ireland.

TeleTech

Aug 2009Mar 2012

Service Delivery Team Leader

In this role I worked for the client BSKYB (British Sky Broadcasting).  I managed teams of up to 50+ associates, across a wide variety of departments.  This lists from broadband support, pstn support, billing, customer service, complaints and provisioning.  My main duties were:

* Attendance and Workforce Management

* Human Resources Policy and Procedure Champion

* Objection and Escalation Management

* Workforce Development through Coaching and Training

* KPI and SLA Management

* Quality Evaluations and Calibrations, Internal and External

* Analysis and Report Building

* Increase Staff Retention and Motivation

* Duty Manager, Ensuring SLA's and Revenue

* Payroll Management

TeleTech

Aug 2008Aug 2009

Assistant Service Delivery Team Leader

In this role I worked for the client UKOnline/Easynet. I managed a team of 20+ associates and reported directly to the Service Delivery Manager.  I trained, coached and developed agents to ensure that they were able to reach the required KPI's. I used the following skills on a daily basis:

* Training & Coaching

* Attendance & Performance Management

* Workforce Scheduling

* Reporting and Analysis

* Daily, Weekly, Monthly and Quarterly Client Interactions

* Payroll Management

TeleTech

Feb 2008Aug 2008

Senior Customer Service Representative

In this role I worked for the client UKOnline/Easynet. I ensured that the Junior CSR's work was completed correctly and provide additional support for end consumers. I used the following skills on a daily basis:

* Training & Coaching

* Ticket Manager

* Floor Walker

TeleTech

Apr 2007Feb 2008

Junior Customer Service Representative

In this role I worked for the client UKOnline/Easynet.  I was responsible for providing first class customer service to business and residential broadband consumers in the UK. I used the following skills on a daily basis:

* Broadband/Narrowband Troubleshooting

* Webmail/Office Mail Support

* Domain Support

* Sales and Order Processing

Education

Carrickfergus College

20032005

A'Level

Information Communication Technology, Single Award

Business Studies, Double Award

Carrickfergus College

19982003

GCSE

Mathematics

English

Science

Media Studies

Business Studies

Religious Studies

Information Communication Technology

Spanish

Skills

CEA Level 3, Information Technology

CEA Level 6, Information Technology 

OCR Level 1, Word Processing

OCR Level 1, Text Production

OCR Stage 1, Computer Literacy and Information Technology 

Sentinus, Competency in Leadership