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Years of experience: 20
ProofreaderContent WriterCopywritingCustomer Care SpecialistChat SupportCase Manager
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Exceptionally trusted; proven professional excellence.
Peter's Career Path
Dec. 2022 -Jun. 2024
TASK Community CareHead of Response Centre
Stamullen, 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 seaml...
Oct. 2019 -Jun. 2022
BMC SoftwareDirector Global Customer Contact Centre and Support
County 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 an...
Oct. 2015 -Sep. 2019
BMC SoftwareSenior Manager Global Contact Centre and Support
Dublin, 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 Satisfac...