County Cork, Ireland
Sociable Star Wars and Warhammer enthusiast who likes solving problems and is looking for a new challenge.
Quickly moved to this new role within the company, making sure Agents allocated to my Teams (Mobile Care, Fulfillment//OpenEir, CEO//ComReg Complaints) performed to the best of their capabilities, providing all the support needed in order to achieve the required KPIs • I help new hires understand the systems used to avoid any possible nuisance in the customer’s experience. Always on hand to help Training & Recruiting with my expertise • I arrange Performance Improvement Plans, to help develop Agents into possible Deputy TLs and/or other Admin areas if they wish to do so, and manage behavioral issues according with Eircom Capita protocols (attendance, discipline... ) • I attend weekly meetings with stakeholders such as Operations, HR and other offices in the country to make sure we continue to perform to the highest expectations. I prepare and manage reporting weekly & monthly to present detailed information of the Teams’ Performance, alongside the overall results of the centre. * WebChat Project: Set the Team up, liaised with the LivePerson team in India and recruited a Supervisor to manage this new program, which is in use nowadays * Awarded Best Call Quality Team within all offices in Ireland * 3 of my mentored Agents have progressed within the company with exceptional results
Dealt with Enquiries/Sales relating to Eircom Landlines. Provided support for customers, helping them understanding Bills and arranging Direct Debits and Sales of Landlines. Liaised with Technical support/repairs when basic Troubleshooting failed. • Proudly achieved and exceeded targets consistently
Generated exchanges and travel leads for the company’s members . Worked on inbound & outbound campaigns for our customers, helping them with their Holiday Requests. • Was trained in Galileo and booked flights, travel insurance and car hire for RCI’s members.