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Work Background
AmazonSenior Program Manager L&D
Jun. 2020Luxembourg, Luxembourg
N26Global Manager Training & Quality
Jun. 2019 - May. 2020Berlin Area, Germany• Leading a Training & Coaching/Quality team supporting Customer Operations • Working on implementing LMS and a QA system to improve efficiencies and KPIs for in-house and external partner teams
• Creation of department KPIs followed by monitoring and team performance evaluation
• Reporting on the team’s performance to the business leadership, working closely with the Director of Customer Service to make strategic decisions based on companies operational KPIs.
• Aligning training and coaching strategies with overall department and company goals and drive best-in-class Customer Service.
• Re-evaluating training material, delivery methods to introduce blended and self-guided learning experience
• Re-evaluating coaching and quality processes to support and improve Customer Experience and operational growth • Working with external vendor to design certification program for training and coaching teams
PayPalLearning Business Partner Berlin
May. 2016 - May. 2019Berlin Area, Germany• Leading the Berlin Training Team • E2E ownership of New Hire Onboarding Program in EMEA Operational sites • Collaborating with Talent Acquisition, Workforce Planning and Operational Teams to ensure seamless on-boarding process.
• Working with global counterparts to create scalable solutions • Creating self-enabled learning solutions to facilitate different learning styles
• Global training projects to support operations- new metrics, part-time etc. • Working closely with Product Teams
• Coordinating/scheduling training and mentoring for EMEA sites
• Partnering with Stakeholders to ensure mentoring is up to the highest standards
PayPalMyPath/Internal Consultancy and Advice Lead Team Leader and Mentoring Coordinator
Jun. 2015 - May. 2016Dublin• Building the New Hire relationship between Training and Operations from day 1
• Building the culture of target driven environment • Close collaboration with Training Department on improving the structure, delivery and content of the program
• Coordinating/scheduling all mentoring for the Dublin and Berlin sites
• Partnering with Stakeholders to ensure mentoring is up to the highest standards • Evaluating Mentors performance via observations/coaching/feedback
PayPalLead Team Leader, EMEA
Sep. 2012 - May. 2015DublinOctober 2014-March 2015- Temporary assignment in Manila, Philippines • Working with Team Leaders, Mangers, Quality and OE Teams on implementing Behavioral Based Coaching
• Coaching triads with Team Leaders and Managers
• Conducting coach the coach sessions with Team Leaders and Managers
• Partnering with outsource partner to review current KPI’s and ways of improvement
• Driving engagement, Human2Human approach driven by servant leadership
• Working with Outsource partner QBBC Lead in establishing framework and creating a working path for Team Leaders to follow
• Reviewing any product/process related pain points and influencing solution implementation • Maintain departmental service level while working to achieve all KPI’s • Reviewing CS pain point and establishing process improvements • Introduced phone transfers between PayPal and eBay for UK, FR, IT and ES.
• Team Management via Team Learning Sessions, huddles etc. • Weekly 1:1 with individual team mates- focus on coaching and personal development
• Creating reports, review of information/process/procedures requested by Management
• Partnering with Talent Acquisition to hire the right talent
PayPalRisk Operations Appeals Agent level 2
Aug. 2010 - Aug. 2012Dublin, Ireland• POC for PL CS Team
• POC for Risk Department in Effective Outbound Calling Program- Role was to establish processes and procedures outbound calls, creating reports and increase teammate understanding and engagement in the project through active listening and motivation. As Customer focus was and is a priority, responsibilities would also include preparation of training material, delivery of training to some new hires and weekly reporting to Senior Management through PPP’s. Change implementation with the department.
• Coaching and mentoring of New Hires
• Supporting team members in difficult cases and in improving their performance (in reaching KPI’s)
PayPalCollections Agent
Oct. 2008 - Aug. 2010County Dublin, Ireland• Training new team members
• Supporting other Agents in difficult queries and phone calls.
• Full review of worked accounts from Collections point and referring possible loss accounts to relevant departments if necessary
• Testing new Database for the Collections Department to ensure its functionality for the role
• Testing and being in the first group to implement the Dialler System for the Collections Department to increase the penetration rate of the existing/new coming contracts and cash collected
• Processing payments over the phone in order to clear the negative balances outstanding
• Dealing with Outside Collection Agencies working for PayPal via daily queries
Bank of IrelandLending Controller
Jun. 2007 - Oct. 2008Dublin, Ireland• Handling Customer queries over the phone
• Direct contact via telephone with Customers and Branch Network
• Daily work list- delinquent accounts
• Full review of the worked contracts
• Obtaining authorisation to transfer funds from Customer accounts to bring their loans up to date
• Managing accounts in Debt Recovery
• Referring accounts to legal department- including preparation of documents, transfer of the accounts to another department • Nominee for Best Newcomer at Excellence Awards
XeroxCustomer Administrator
Aug. 2006 - May. 2007Dublin, Ireland• Handling Customer queries over the phone.
• Review of contracts set up
• Terminating contracts.
• Explaining billing, submitting meter readings.
• Processing, crediting and reissuing invoices for the Customers.
• Logging and solving Customers queries. • Preparing daily reports, team stats, taking care of phone availability within the team. • Dealing with incoming faxes. • Training New Hires
• Acting Team Leader when Line Manager was on annual leave or attending meetings.
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