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Network Power<100 people
Roles
🧨100%
Consulting
✨75%
Business Owner
🧑🔬75%
Engineer
Geos
🇺🇸50%
United States
🇮🇪25%
Ireland
Work Background
Fidelity InvestmentsMajor Incident Manager Team Lead
Jul. 2024Ireland, Gaillimh• Drove the Adoption of rotational shift pattern enabling a 24/7 follow the sun model
• Created an onboarding model that reduced overall path to proficiency as well as enhanced cross site alignment and consistency
• Drove resolution/mitigation of high priority issues by ensuring that the right resources were available, engaged and given clear direction
• Proactively deflected issue escalation through continual monitoring and grooming of system wide alerts and alarms
• Worked with ServiceNow tools to actively communicate with stakeholders across the business as well as to ensure that all incidents maintained
a high level of compliance and documentation
• Worked with automation teams to build use cases to automate labor-intensive processes and improve overall workflow - Example is
generation of bridges for incidents and consolidation of communications
Electronic Arts (EA)Senior Manager, Service Delivery Operations, WWCE
Jan. 2021 - Jun. 2024Ireland, Gaillimh• Designed a new operating model leveraging flexible staff thereby creating a shared services team that reduces the need for fluctuating head
count in support areas due to seasonal demand
• Created an Excellence framework that leverages agile delivery to deliver iterative improvements across multiple value streams (Efficiency,
Experience and Effectiveness)
• Driving redesign of player facing processes to enhance issue resolution as well as experience
• Create a best practice framework that is being rolled out across multiple partner sites
• Manage and develop a staff of 9 Manager/Coaches who intern manage 150 staff
• Drive enhanced operational alignment and prioritization across supporting operational areas
• Work with the wider organization to develop return to work planning and define Future of Work Operational model
permanent tsbHead of Digital UX
Jun. 2018 - Jan. 2021Ireland, Dublin• Improved digital journey satisfaction by {25%} by implementing a customer-led Experience COE
• Digitized and launched our consumer lending journeys resulting in new journeys accounting for 60% of all lending and an 80% incremental
uplift
• Driving the launch and adoption of a new digital channel that will manage all customer journeys and servicing capabilities
• Creating a multi partner ecosystem to ensure that our experience COE drives internal innovation with external validation and insights
• Own the development and delivery of customer journeys from presentation to API layers
• Drive the effective usage and adoption of new digital product capabilities ensuring complete industrialization into BAU operations
• Drive a customer-centric delivery model that aligns with the banks risk and compliance policies
AdobeCustomer Success Director
May. 2017 - Jun. 2018Maidenhead, Berkshire, United KingdomActively drove the strategic roadmap for the Adobe suite of products within defined account group. Drove the relationship with senior global stakeholders (c-suite) to define help strategy and roadmap. Measured and drove adoption of owned products from a global as well as regional perspective. Investigated and surfaced new business opportunities within global enterprise accounts and worked with sales to close new business. Implemented and owned a global governance model across multiple operational areas. Worked with internal teams to assess and coordinate the right engagements at the right time with the right experts.
Liberty GlobalDirector of Digital Experience
Feb. 2016 - Dec. 2016Amsterdam Area, NetherlandsI define and align LRP to specific deliverables across 13 diverse OpCo’s. I develop a governance framework and maturity model to ensure aligned delivery of Omni-Channel program. I drove the adoption of the Saleforce platform, market leading AdTech stack, and digital implementation. I created a program to digitize the retail network by deploying a best in class digital tooling. I also create global digital marketing function: defining and embedding strategy, organizational resourcing model, governance framework, global common processes, standards and technology toolkit platform roadmap, driving market impact.
TelenetDirector of Digital
Apr. 2014 - Jan. 2016Mechelen, BelgiumI managed multi-million-euro Capex and Opex budgets. I oversaw and implemented the consolidation of a variety of CMS platforms across multiple channels combining 18 different sites. I embedded continuous optimization strategies and processes effectively driving a 40% annual increase in digital conversions. I used architecture skills to drive alignment of business and technical roadmaps as well as driving project conception, planning, risk assessment and management. I executed Agile Marketing principles resulting in increased alignment with IT delivery methods and quality of deliverables as well as reduced campaign delivery cycles. I had full P&L responsibility. I led strategy and execution of all consumer-facing digital owned, social and mobile properties, creative and content development, media optimization, CRM programs, and measurement. I managed and leveraged vendor partnerships achieving both creative delivery and strategic alignment across multiple brands.
UPC IrelandChannel manager
Jun. 2009 - Apr. 2014Limerick, IrelandI achieved a number 1 rating across all KPI’s. I increased overall sales share from 9% to 35% of total sales. I optimized onsite order process and negotiated vendor commercial agreements resulting in a 45% reduction in overall sales acquisition costs. I implemented a new ecommerce platform driving increased onsite conversion. I managed multiple teams across geographically diverse locations. I developed and implemented multi-channel sales and lead capture mechanism to augment onsite sales activity resulting in incremental sales volume. I redesigned the company website to ensure an optimal customer journey and enhance customer engagement metrics.
GE MoneySales and Activations Manager / Outbound Sales Team Leader
Apr. 2007 - Apr. 2009Shannon, IrelandI managed a team of 15 and increased call centre agent productivity by 15% utilizing risk based coaching and training methods. I directed revenue based analysis identifying most profitable business activity and increasing revenue by 30%. I achieved premium volume of £14,000,000 vs. target of £11,500,000. I hired, trained and managed all insurance staff significantly reducing overall attrition. I developed, implemented, and improved all Insurance related KPI’s including a new behavioral based KPI’s providing for more manageable sales activity. I increased sales through development of a revised incentive structure.
HALIFAX INSURANCE IRELANDSystem Analyst / Sales and Retentions Team Leader
Oct. 2005 - Apr. 2007Shannon, IrelandDescription: I effected 25 system changes for an operational cost savings of over £1,000,000. I exceeded inbound sales targets by 7% every month. I reduced absenteeism by 25% through a proactive absence management program. I launched a new mortgage based protection policy increasing operational profitability. I increased sales and customer retention by reorganizing the team across functional lines. I delivered changes on schedule and within established budget. I increased sales through development of a revised incentive structure.
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