Greater Dublin
Working on behalf of our largest client, META - As a BDR Player coach my focus is to ensure our is team is delivering repeatable & profitable pipeline – ready to step in when needed to ensure goals are met. Responsible for the growth and retention of our partners customer base . Measuring BDR performance, monitor & coach daily activity inputs such as calls, social outreach and emails. My enthusiasm and entrepreneurship is a valuable contribution to developing our BDR/sales strategy, increasing the size and impact of the team, and establishing a culture of high-performance execution.
Currently managing one of the company's largest client - Aldi Ireland • Reporting point of contact for all area managers & store managers in Ireland • Operate daily in Microsoft Dynamic Navision (NAV) • Generation of client quotations, Negotiate with vendors on behalf of client • Generation of purchase orders and presenting finance reports for client • Effectively manage projects to ensure successful execution and client satisfaction • Booking taxis, couriers, restaurants, travel and accommodation for client • Ensure all collated appropriate information from incoming calls, emails, mail and verbal communication is correctly and completely entered into the Computer Aided Facility Management System (CAFM) or appropriate system as required • Follow up and reconciliation of all incoming documentation and information to support effective close out of all open / outstanding works • Running reports on CAFM to monitor work order status- billing all work approved work orders in a timely manner • Coordination and scheduling of the maintenance tasks for the technical team and specialist contractors for planned and reactive works • Coordinate and ensure the mobile team are dispatched and react to all client calls nationwide within agreed time frames • Verify accuracy of technical service time sheets in accordance with the appropriate job reports • General administration work: filing, photocopying, scanning, binding, recording of time sheets, • Ad-Hoc duties as required
Lead & head up multiple teams & sales motions (Outbound Sales, Inbound Sales, Inbound Retention, Fixed Broadband & Mobile Broadband, Live Chat) all in the Telesales and Retention department. Details of my role : • Lead and motivate my team of 10-20 agents to exceed sales, call quality and KPI targets • Review quality of work performed by the sales team through monitoring call and chat recording systems and applications. • Lead the roll out of 3 large projects designated to my team to test before going live • Weekly 1 to 1 training sessions with agents to work on call quality and sales pitch training – Listen to 40+ calls weekly to coach and develop call quality standards • Travel to other contact centers on behalf of Vodafone to mentor and coach Team Leads and their teams on call quality and sales training • Liaise regularly with Senior Management in regards to business decisions and procedures • Responsible for training and on boarding all new reps on multiple motions within the contact centre • Run monthly agent recognition awards such as the Star Awards and On the Spot Awards • Compile reports and issue daily statistics to my agents and manager throughout the month highlighting any development issues • Liaise weekly & monthly with Base Management team in relation to Outbound campaigns through meetings to discuss campaign plans and past campaign performance • Tracking and reporting at global, site and team level on the volume of call/, quality scores, agent performance and the impact of quality activity and performance on core KPIs including TNPS and FTF. • Daily & weekly analysis of reports which assess the contact centres performance and identify corrective action plans where required (quality, sales, staff churn, absenteeism etc.) • Hold weekly sessions for sales and quality improvement with agents • Point of contact for escalated customer and staff issues • Deputize for the contact centre Operations Manager
• Chosen to be a Business Acceptance Tester for “one of the largest transformation programmes ever undertaken by Vodafone” Equoinox - A €120 million euro project an overhaul of all IT systems • Understanding what Vodafone’ business needs are and ensuring that Equinox project delivers on those needs and also to meet business requirements in a specified Vodafone business scenario against the Business Case. • Provide coaching and mentoring to other team members across VIS, VISSI, TSaR (Egypt, India , Contact centres in Ireland) and led numerous training demos to coach managers from different departments on the business. • Support the first drop of live customers on the new Equinox systems and report any trends or feedback from customers to other members of the business. • Raising defects based on technical issues and also to ensure easy usability of the system for agents, comply with team standards and procedures. • Designated to create and deliver status reports daily and weekly to business owners of Equinox with updates and statistics of all care teams VIS, VISSI and TSAR. • Working over time and Saturdays to support live drops of customers to new Equinox system. • Communicate technical issues to the AMDOCS developer of equinox in an urgent/timely manner to facilitate resolution and follow through until issue resolved, also assist with developing system test plans. • Strict time management- I manage my time with the project schedule so that all tasks assigned are completed on the assigned due dates. • Participate and provide input in team meetings, requirements and design meetings
- Worked on both Mobile & Fixed Broadband Teams - Awarded Star award for top agent on floor for highest NPS score from customer feedback and highest sales / retention stats - Achieved each Sales Targets & KPIS each month - Upgrade & recontract customers - Mobile Broadband & Upselling - Create leads for other departments - Create an exceptional customer experience for each call