Dublin, County Dublin, Ireland
- Managing Quality Audit Program and Policies for the Department - Improving quality across the Policy Management department by flagging trends, find solutions and train teams on findings - Review processes and implement smarter simplified solutions - POC for all department policies and documentation. Admin of the team's SharePoint knowledge base - Regular review & enhancing of the current training processes and materials - Train & mentor a department of 60 staff and work closely with global teams in Dubai & Qatar ensuring alignment of processes & policies - Regular support to the global PM department Manager, Supervisors & Team Leads i.e. by preparing department performance presentations for the Board of Management , resolving complex technical queries and represent the department in projects and meetings with various cross functional partners
2013 - 2015: Team Lead of the IGO Team (International Governmental Organisations) - Setting up and roll out of new IGO team (Recruiting & training 7 new hires - Managing Performance & Escalations, Reporting and Complaints Management - Manage Projects & System Enhancement 2015: Managing two team (Total direct reports: 20 staff - FTEs & FTCs) —> Further teams: Administration Department & Company's internal Postal team - Overseeing internal postal distribution & printing/ shipping of all insurance documents and stock room controlling of Marketing documentation 2015: Received the company's ‘I Make A Difference Award’ in 2015 by the CEO during a company townhall for my overall performance and strong involvement in company initiatives. 2016 - 2017: Managing the emerging Middle East North Africa Team and the UK Team Support the team to onboard a new major corporate VIP Team Manager, Escalation point, Managing Team Performance, Projects, Reporting
Promoted to senior officer in 2012 and became point of contact for urgent escalation cases and actively involved within company projects.
Promotion to VIP Specialist / Manager - Managing VIP customers within the German, Austrian & Swiss Market Proactively creating relationships with VIP clients via daily phone contacts, handling complaints and escalations, creating & communicating promotional offers, implementing new marketing strategies and attending promotional business trips with clients to international sports & poker events I.e. World Cup games, European Poker Tour etc.
German Customer Service Team Main duties involved answering customer queries via email, phone and live chat in German & English language and updating the company website daily regarding latest sports events