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Work Background
Mail MetricsHead of Customer Success at Mail Metrics
Jan. 2020Responsible for the creation and management of Mail Metrics’ Customer Success strategy and business unit. Accountable as a Senior Leadership Team member for client retention, increasing organic revenue, and driving digital volume trends across the Mail Metrics Group. Act as the voice of the customer within the senior leadership team, championing initiatives to enhance customer experience.
Top Oil - Fueling IrelandContact Centre Manager
Sep. 2014 - Jan. 2020DublinManage planning and implementation of contact centre operations, including strategy, systems and human resource objectives. Develop centralised contact centre operation whilst supporting regional sites.
Hertz Europe Service CentreBusiness Manager
Oct. 2010 - Jan. 2014Responsible for delivery of excellent sales performance and customer service to United Kingdom and later German, Swiss and Benelux contact centre markets. Set and managed goals and objectives to meet market SLAs
Managed and developed team of Team Leaders through performance management, goal setting and effective feedback. Developed teams with optimum flexibility, implemented multi-skilling to keep costs to a minimum and provided a clear, customer-focused environment for staff. Developed business plans for each dedicated business unit and managed delivery of these services within agreed headcount and budget.
Hertz Europe Service CentreExecutive Team Leader
May. 2008 - Oct. 2010Optimised market results through best practice implementation , knowledge and competency sharing. Mentored and managed a team of Team Leaders with a strong focus on quality-driven performance management.
Hertz Europe Service CentreVarious
Sep. 2001 - May. 2008July 2003 - Sept 2008: Team Leader of numerous teams within the UK market of the HESC contact centre including call centre, correspondence and Fast Track and Executive teams. Responsible for leading, developing, motivating and managing a team of Contact Centre agents to ensure departmental goals with regard to quality, sales, system support and quality of work were achieved / exceeded at all times. July 2002 - July 2003:
Customer Services Co-Ordinator Focus on coaching and managing behaviors of team members to ensure optimum delivery of service and market targets. Sept 2001 - July 2002
Customer Services Assistant
Responsible for handling incoming customer calls and resolving service queries.
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