Monaghan, County Monaghan, Ireland
Process Optimisation Specialist with over 12 years of experience driving customer retention and satisfaction within SaaS and startup environments. Proven track record in developing and implementing customer success strategies and enhancing customer experience through automation and strategic planning. Proven expertise in managing end-to-end delivery of business initiatives, driving projects to completion, team collaboration and leveraging automation to increase efficiency and reduce costs. I am highly organized and adaptable, with a proven ability to take ownership and leadership, work efficiently in fast paced, high-pressure settings, along with strong problem-solving skills by identifying and resolving complex problems. Achievements: • LCS Level 1C Accreditation (Improvement & Implementation) • Mentor Training & Empathy Masterclass by Kingstown College • RACI Trained (responsibility assignment matrix) • Nominated Co-Pilot Champion for Digital Transformation • Leading LinkedIn Learning user across ESB • Created video testimonials for ESB Energy’s website • Presented my career journey for ‘Your Career in Your Hands’ event • Nominated GDPR Champion/ Certificate in Electric Ireland Data Protection • Team Captain for Trustpilot due to number of highly rated public reviews • Elected nominee on ESB Cyber Security Project • Conflict Resolution, Negotiation & Presentation skills training
• Drive opportunities for improvement by reviewing and optimising current processes, identifying bottlenecks and gaps within process, and implementing strategies to streamline workflow, improve quality, reduce costs & increase productivity within the business. • Reduce unnecessary manual or rework, while optimising the customer experience. • Lead multiple projects simultaneously using product roadmap with milestone-based planning • Work with Analytics team to obtain data to complete data risk assessments to identify trends, inform decision making and make improvements to processes. • Work with the Robotics Lead to implement automation and streamline process by removing high volume, repetitive tasks, which supports staff to focus on value-add activities. • Work in conjunction with Business Analysts to document processes. • Lead skills and risk control matrix sessions with internal stakeholders to ensure the adoption of effective governance practices and risk management strategies. Recent Project Example: I conducted an end-to-end review involving 16 teams across the front and back office. The objective was to enhance First Contact Resolution (FCR), diminish customer queries, and prevent charter breaches. The improvements made included streamlining the approvals workflow, establishing a process for teams to assume responsibility for queries to achieve FCR, and developing a library of essential data for each team to effectively handle queries, along with training on new operational methods. Process Improvement & Automation (RPA): In my current position I work closely with the automation team where I review processes, identify opportunities for enhancement and recommend them for automation to increase efficiency. My recent project includes automating a manual report which has saved the team 16 hours a month. My hands-on experience and deep understanding of these processes enable me to contribute significantly to our ongoing automation initiatives.
• Subject Matter Expert for Customer Service Call Centre Operations. • Owner of QA Process for the contact centre – review interactions to identify areas of deficiency and provide individualised, constructive feedback and mentoring to address performance gaps through verbal communication and visual communication methods. • Work with our Outsourcing partner to achieve and maintain high standards of quality. • Technical support and Superuser for Call Centre solution – Troubleshooting and bug reporting through Jira help desk. Mentoring, Training & Knowledge Base Management: Led the design and implementation of a comprehensive training program for customer facing teams to enhance and support productivity and performance. Conducted training needs assessments by analysing performance data, gathering customer feedback, analysing trends, and identifying knowledge gaps through quality control. Developed comprehensive training manuals and guides, produced clear and concise communication templates and scripts for customer interactions, designed content for workshops and training sessions. Developed assessment materials and monitored effectiveness of training program and continuously improved to enhance training outcomes. Developed knowledge base document that supports the onboarding and continuous development of employees, and the growth of the business. Facilities first contact resolution, reducing reputational and financial risk.
• Start-up, customer service call centre experience - Supported customer base growth of 90,000 customers from 0 in competitive UK market. • Ensured smooth customer experience from the onboarding process to renewal. • First point of contact for inbound customer interactions, ensuring first call resolution. • Managed second level customer interactions/escalations & complaints. • Completed user acceptance testing for Salesforce (CRM) & IVR platforms. • Several years’ experience working with multiple SaaS platforms (CRM System -Salesforce, Dropbox, Zoom, Cisco, Jira), Microsoft 365 & Google Suite.
• The delivery of front-line Library services to the DCU community. • Perform circulation desk procedures, such as issuing and discharging library materials and collecting fines and charges associated with the loan, loss or damage of such materials. • Processes, withdraws, repairs, or reconditions library materials. • Shelving returned library materials and assisting with library programs and displays. • Assists patrons with catalogue searching/finding books, thesis or DVD’s. • Assists patrons with mechanical operations of library equipment including self-service machines. • Answering directional questions and refers patrons to appropriate personnel. • Responding to routine library enquiries, including the taking and processing of requests, and processing and issuing of inter-library loans. • Receiving telephone calls regarding the renewal of books, library and general information and redirecting calls to appropriate staff and/or take messages or appointments. • Working on reception desk in DCU Library. • Working on Alto, Capita’s library management system (LMS) • Keeping DCU’s registry office up to date on student card numbers and how they are working with the library turnstiles. • RFID Tagging with shelf shuffling with SL integration. • Weeding and home site changes for books being moved to request collection storage.
• I've been working in retail for over 5 years and I've strengthened and improved my skills. • These skills include: cash management, merchandising and stock management. • I work on the deli which has given be experience working in a fast paced, stressful environment. • I have also developed time management skills • I also work on tills and have gained skills such as customer interaction and doing fast-paced transactions.