Catherine Griffin

Experience

• 

  UPC Ireland

  Apr 2007 - Sept 2014

  • Acted as main point of contact for all Sales & Customer Loyalty queries and escalations for the Offshore 3rd Party Online Sales Team• Reviewed and assessed all requests for new work. Reviewed each process in detail and discussed improvements when necessary to streamline and simplify processes. Created process documents, quality compendiums and agreed quality targets, SLA and AHT for all work taken in. Provided weekly updates on the progress of all new work to stakeholders• Pro-actively reviewed existing processes worked by Offshore 3rd Party Sales Team on a quarterly basis and proposed and implemented process changes to improve both our external and internal customers experience• Created and maintained weekly capacity plan for our offshore 3rd Party Online Sales Team by analysing current and historical volume trends to ensure sufficient resource is in place for all queues and campaigns• Created, developed and maintained a weekly report for all key metrics for our offshore 3rd Party Online Sales Team across all queues• Set quality and AHT targets for each queue and ensured each target was met• Email Management System Administrator for Sales and Customer Loyalty Department – this included creating and maintaining rules, templates, disposition codes, workspaces and users. Created all reports on the EMS system to show teams productivity and also success of the Sales Marketing Campaigns launched through the website• Reviewed weekly Demand Deck from Marketing and provided feedback on upcoming Marketing Campaigns and their impact to 3rd Party Online Sales Team• Ensured adequate resource was in place for all Marketing Campaigns. Assisted in defining back end processes and completing EMS configuration when required to ensure the success of these Marketing Campaigns from an order loading perspective • Inputted into Projects for Sales and Customer Loyalty Teams as required• Winner of Contact Centre Management Awards (CCMA) for Best Support Team 2014 Show less Responsibilities:• Monitored and managed web performance for inbound, outbound and organic sales for 3rd Party Web Sales teams• Created executive summary reports for 3rd Party teams• Completed analysis of daily reports sent by each 3rd Party to identify any trends or impacts to conversion • Off site visits with onshore 3rd Parties to discuss performance targets and processes • Met with agents from onshore 3rd Parties to discuss any issues/gaps they have seen in processes and take steps to improve these processes to enhance conversion• Weekly call calibration meetings with all 3rd Parties and provide feedback on calls to help with agent coaching and conversion• Analysis of case closure codes and call disposition codes to understand customer queries so we could improve customer experience• Using Site Catalyst, report on website metrics each morning for the Daily Sales report• Presented a weekly deck to the Web Channel Manager showing performance, demand and conversion and identified any positive or negative trends• Analysis of customer journeys, bounce rates, page visits and time on page for the sales product pages with the view to improve customer experience Show less Responsibilities:• Dealt with inbound calls from customers and followed through on customer issues to resolve them with the aim of retaining them • Achieved conversion targets as set out by the department• Provided Supervisor cover when no supervisor on duty during evening and Saturdays shifts. Assisted the team with queries, ran reports, monitored the queue and took escalated calls• Involved in UAT testing for upgrade to new CRM platform• Agent of the Month• Involved in bi-weekly Marketing meeting to discuss impact of Marketing on the call centre and provided updates based on customer feedback • Point of Contact during handover of department outbound work to outsourcer. This included site visits to call monitor, help with call coaching, side by side and group training. During initial stages I completed quality checks on all Saves logged and 50% of accounts worked• Point of Contact during handover of department admin work to outsourcer. This involved classroom training and follow up calls to go through work instructions and issues. I also conducted quality checks on work completed• Created a training plan for department. This involved updating an existing outdated work instruction and creating a training presentation for new and existing agents• Trained new staff and took ownership of Customer Loyalty work instructions and provided updates to the team before Customer Loyalty went under the Sales training team Show less

  • BPO Coordinator

    Jul 2011 - Sept 2014

  • 3rd Party Administator Web Channel

    Oct 2010 - Jul 2011

  • Customer Loyalty

    Apr 2007 - Oct 2010
• 

  Wipro BPO

  Sept 2014 - Nov 2015

  Resource Analyst

  • Created daily, weekly and monthly forecasting and FTE requirements through analysis of incoming volumes.• Set agent and team productivity targets at Daily Capacity Planning meeting with Team Leaders and Operation Managers.• Conducted weekly analysis of each team’s performance against target and presented results to the client.• Maintained planning documents to ensure FTE headcount was tracked accurately. • Maintained a list of all agents and their skillsets and regularly reconciled this staffing list against the clients’ systems and HR reports.• Liaised with the clients internal Planning Team monthly to ensure accurate forecasting and headcount.• Created planning models for different scenarios when FTE gaps were identified and met with Team Leaders and Operation Managers to discuss best approach for closing these gaps.• Updated agents shift and break rotas on a bi-monthly basis.• Updated Holiday and Absence tracker.• Covered for Real Time Analyst when required Show less

• 

  Digital River

  Dec 2015 - Sept 2022

  • Maintain all department project reporting used by the Executive Leadership Team.• Provide annual reporting to Department VP to show project and ANR results.• Created a process to streamline project set up requests including detailed project sheets and an easy-to-use logic-based request form.• Created a robust back-end process for improved tracking of project KPI’s.• System Administrator for the main project tracking system used by my department. This involves managing licensed and non-licensed users, creating and maintain reporting and dashboards and handling PO process.• Creation of reports in Smartsheet, Salesforce, SAP and ServiceNow as required. Show less Partner Enablement (Oct 2018 - Apr 2021)• Created all reporting for the department which has improved project status visibility and reduced time consuming, manual work for Project Managers.• Set up capacity reporting and dashboards for all individuals and teams across the department.• Created and maintained monthly utilization reporting for each individual team member.• Weekly update of Opportunities dashboard to ensure information is up to date and pipeline information is easily accessible.• Responsible for every new project set up in SAP and Smartsheet.CS Workforce (Mar 2017 - Oct 2018)• Developed productivity reporting for CS Tier 1 and Tier 2 teams showing agent productivity vs target trends on a daily, weekly and monthly basis. • Chaired weekly productivity meeting with CS Management Team to discuss agent KPI’s and highlight agents that were not reaching their target and discussed next steps.• Created rotas for in house Tier 1 team based on incoming volumes.• Monitored shrinkage for in house CS Tier 1 teams to ensure shrinkage is within target and is being managed efficiently by Real Time Monitor and Supervisors. • Attended bi-weekly meetings with CS Training team to discuss upcoming training requirements and approved the schedule for agents to attend based on expected volumes and shrinkage.• Provided weekly call interval reporting to Real Time Monitor highlighting any interval or staffing concerns.• Worked with Real Time Monitor to ensure all phone and email queues were covered and that SLA’s were being achieved.• Provided forecasting for all CS Tier 1 and Tier 2 teams across 4 sites and multiple languages.• Analysed contact volumes, service levels and staffing for all CS Tier 1 and Tier 2 teams to ensure contact volume was in line with forecasts.• Presented expected forecast volumes to CS Director on a weekly basis and provided recommendations for FTE requirements.• Maintained headcount report to ensure FTE were tracked correctly. Show less • Worked on projects to increase customer satisfaction and reduce contacts.• Chaired bi-weekly deep dive into customer escalations with CS Director, Ops Manager and Supervisors.• Worked with Customer Service Management Team and Training to keep the CS Teams updated on changes in policies and procedures. • Attended weekly and monthly calls with clients to discuss SLA’s, customer issues and project initiatives.• Analysed inbound email and phone trends with the view to reduce contacts through process improvement and better email and call management.• Provided analysis on FTE requirements for dedicated teams when requested by clients.• Provided feedback and improvement opportunities for Tier 1 CS forecasting.• Created a shrinkage tracker for Tier 1 CS Teams to enable the supervisors to monitor shrinkage and manage it effectively.• Received “Employee of the Quarter” award for Q3 2016 Show less

  • Business Operations Analyst

    May 2021 - Sept 2022

  • Workforce Analyst

    Mar 2017 - Apr 2021

  • Customer Experience Analyst

    Dec 2015 - Feb 2017
• 

  TestReach

  Sept 2022 - now

  Resource Planner

  • Confirm exam dates, times and relevant exam details with clients in advance of exams to ensure planning is accurate and any issues are addressed in a timely manner.• Plan exam days with sufficient Remote Invigilator coverage to ensure there are no on the day issues for candidates scheduled to take exams.• Create staff roster and set up shifts in When I Work.• Provide a detailed and clear handover to the RIC team and discuss any concerns or possible issues that may arise on exam day.• Set up and maintain dashboards for teams within the business. o Created an Insights dashboard which provides detailed data for each client and is used by a number of departments. o Created an RI Data dashboard which provides details for each RI. This dashboard is used by the RIC team during 1:1s and performance reviews. • Create monthly license reports for clients. Show less