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Work Background
TASK Community CareHead of Response Centre
Dec. 2022 - Jun. 2024Stamullen, County Meath, IrelandAs Head of the 24/7 Response Centre at TASK, I led a team of 30+ agents dedicated to safeguarding vulnerable clients through uninterrupted telecare monitoring and rapid response. My focus was on building resilient operations, enhancing client safety, and driving innovation in connected care. Key Contributions: Reduced attrition by 15% while boosting customer satisfaction and maintaining seamless emergency response coverage. Digitalised critical workflows and deployed real-time analytics, cutting errors, costs, and response delays. Directed R&D initiatives for next-generation monitoring solutions, accelerating rollout and strengthening compliance with telecare safety standards. Implemented robust Health & Safety processes to ensure full legislative compliance and minimise operational risks. Designed and delivered targeted training programs, raising team capability and ensuring consistent, high-quality client support. Collaborated cross-functionally to optimise workflows, resource allocation, and strategic initiatives that improved overall service reliability.
BMC SoftwareDirector Global Customer Contact Centre and Support
Oct. 2019 - Jun. 2022County Dublin, IrelandAs Global Director at BMC SOFTWARE, I led strategic initiatives to establish customer care and support programmes catering to a clientele exceeding 10,000. I supervised a team of 30 professionals, fostering an improved work environment resulting in a significant reduction in staff turnover from 20% to below 5%. I oversaw the L1 SaaS team comprising 11 members in India, reducing the average answer speed from 30 to 12 seconds. My leadership resulted in attaining a remarkable 92% Customer Satisfaction Score (CSAT), expanding language support, enforcing a triage team, revamping escalations processes, and introducing new communication channels for customers. I nurtured strong relationships with key stakeholders, assuring seamless collaboration and customer satisfaction while managing challenging escalations from critical customers. JOB CONTRIBUTIONS • Contributed as a key member of an executive leadership team, establishing customer care and support programmes for over 10,000 clients. • Supervised a team of 30 professionals, reducing staff turnover from 20% to below 5%. • Attained a remarkable 92% Customer Satisfaction Score (CSAT) and enhanced language support for SaaS customers. • Revamped escalations process, resulting in a 5% decrease in escalations. • Introduced a new chat channel for customers, enhancing communication avenues. • Managed challenging escalations from critical customers, delivering exemplary support and resolution.
BMC SoftwareSenior Manager Global Contact Centre and Support
Oct. 2015 - Sep. 2019Dublin, IrelandAs Senior Manager at BMC SOFTWARE, I managed a team of 20 professionals, designing and implementing staff training and Quality Assurance (QA) programmes to enhance team performance. I successfully insourced support operations for the APAC region, establishing a new team in Singapore in 9 months and reducing headcount from 8 to 5 staff. My efforts contributed to enhancing the Customer Satisfaction Score (CSAT) from 88% to 91.5% and improving customer experience (CX) through various initiatives, such as the rollout of a cloud-based phone system and the enhancement of online tools. I played a key role in improving self-help offerings and advocating for enhanced online content to empower customers to resolve issues independently. JOB CONTRIBUTIONS • Managed a team of 20 professionals, enhancing team performance through training and QA programmes. • Successfully insourced support operations for the APAC region, reducing headcount and improving CSAT. • Project-managed the rollout of a cloud-based phone system, improving customer experience. • Made knowledge base articles searchable on Google, reducing support tickets and improving self-service options. • Advocated for improving self-help offerings through enhanced online content. • Enhanced online tools to improve user accessibility and functionality
BMC SoftwareContact Centre and Support Manager
Mar. 2013 - Sep. 2015Dublin, IrelandAs Manager at BMC SOFTWARE, I directed a team of 25 professionals in operational enhancements, resulting in a 20% reduction in headcount while maintaining service quality. I attained a commendable Net Promoter Score (NPS) exceeding 60 and played a key role in successfully rolling out Salesforce CRM. I managed relationships with outsourced vendors, reduced vendor attrition, and led initiatives to improve employee experience and wellbeing within the organisation. My efforts also improved customer retention and fostered positive initial interactions and relationships with the company. JOB CONTRIBUTIONS • Directed a team of 25 professionals, resulting in a 20% reduction in headcount while maintaining service quality. • Achieved a commendable Net Promoter Score (NPS) exceeding 60. • Led initiatives to improve employee experience and well-being. • Implemented policies to reduce vendor attrition and enhance service provision stability. • Led a customer retention project, bolstering customer loyalty and satisfaction. • Introduced Skype as a communication tool, enhancing internal and external channels.
BMC SoftwareAssoc Manager Customer Contact Centre and Support
Apr. 2011 - Feb. 2013As Associate Manager at BMC SOFTWARE, I managed departmental operations, leading a team of 7 staff in Dublin responsible for EMEA customer care. I oversaw planning, scheduling, staffing, and service levels, ensuring optimal performance across the EMEA region. My efforts improved Customer Satisfaction (CSAT), enhanced relationships with APAC vendors, and the integration of Partner HD into the customer care team. Additionally, I initiated changes to redefine support technician roles and developed service standards regarding ticket hygiene. JOB CONTRIBUTIONS • Managed departmental operations, ensuring optimal performance across the EMEA region. • Enhanced relationships with APAC vendors, enabling improved collaboration and service delivery. • Improved Customer Satisfaction (CSAT) from 80% to 88%. • Implemented service standards regarding ticket hygiene, and efficiency in ticket management. • Integrated Partner HD, reducing partner resolution time and increasing productivity. • Initiated a change to redefine L2 support technician roles, enhancing support capabilities.
VestaTeam Leader
Sep. 2007 - Apr. 2011
Quinn Direct InsuranceAssistant Manager
Oct. 2006 - Aug. 2007
BMC SoftwareManager, Customer Contact Centre
Aug. 2005 - Sep. 2006
BMC SoftwareTeam Leader
Dec. 2002 - Jul. 2005
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