Cork, County Cork, Ireland
A passionate, driven and innovative I.T., Project Management and Business Performance Professional who has extensive experience in planning and managing projects. Strong communication skills, liaises effectively with all stakeholders in the business including customers, team members and management team, to meet demanding targets. Coaches and leads the team to grow, to generate new ideas and to focus whilst delivering best in class customer care. A trusted advisor who supports the team, and delivers enhanced business performance. Holds IT qualifications along with a Law degree which was awarded UN award for thesis.
- Promoting and coaching on quality throughout the support process with the end goal of a high customer satisfaction - Identifying knowledge gaps, create content and distribute among teams, lead workshops, facilitate trainings - Analyzing existing metrics and proposing and implementing improvements - Responsible for Key Performance Indicators of the team, working alongside management team – backlog management, repeat dispatches, cSATs, etc. - Coaching the team members (incident-based feedback, best practices) and creating development and training plans - Working with customers and management team on escalations - Assisting the team members with process related queries - Reviewing cases for quality improvement (Quality review) - Process improvement and implementation/tool adaption
- Resolved technical issues while working closely with multi-functional teams - Provided feedback to Engineering for improving product quality and reliability - Determined priority levels while negotiating and setting expectations with customers - Ensured the customer is communicated with in a timely manner and treated with the highest degree of respect - Drove excellence through quality closures and proper escalation of issues - Helped with onboarding of new team members and mentoring, reviewing training materials - Active on other projects – Tell Dell team, Great Place to Work team
- Primary focus on dealing with customers, translators and reviewers, making sure that translation process runs smoothly, acting as a bridge between all involved parties - Managed translation projects, overseeing project life cycle from project planning, budget control, resource allocation, team management and quality control - Dealt with complex and large documents for multinational enterprises from car manufacturers, pharmaceutical companies to small companies across Europe and worldwide and also for different government institutions on European level - Worked on multiple projects simultaneously and keeping the customer satisfaction on high level - Worked with multicultural and cross-functional team of translators and reviewers