Daniel Watters

Experience

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  Vodafone

  Jan 2008 - Dec 2012

  Senior Out of Hours Team Leader

  o Managed a team varying in size to ensure all KPI’s are achieved.o Monitored team performance daily and addressing any issues immediately.o Managed timekeeping and absence and ensuring all records kept up to date.o Quality monitored the team to ensure the information being given to customer is accurate andcorrect procedures were adhered to.o Dealt with escalated calls, letters and e-mails in an efficient manner and ensured customers aresatisfied with the outcome.o Ensured I was fully aware of the company’s position within the market place and ensured theteam was aligned with the companies’ goals.o Kept up to date with changes in the range of products Vodafone sellso Coached the team on new and existing aspects of the job to ensure each team member iscomfortable with discussing the product or service with customers.o Escalated system issues and adequate follow up to ensure they are resolved promptly.o Experienced in working with a variety of teams both on a part time and full time basis.o Frequent monitoring of adherence schedules to ensure optimal productivity within my teamo Experienced in monitoring service levels in non-core hours and reporting any issues as they ariseo Built and maintained daily, weekly and monthly analysis of reports which assessed the operationsperformance. Identified corrective action plans where required.o Managed Customer Satisfaction ratings and ensured detractors were contacted.o Drive and manage change through highly motivated teams and enforcing weekly documentedmeeting and quality checks were being completed.o Engage with relevant stake holders where necessary to improve team performance and buildingsustainable and lasting relationships.o Initiated contact with HR where relevant on any HR Issues.o Liaised with vendor in relation to business improvements and enhancements including site visits.o Optimisation of agent scheduleso Call routing and agent skills management Show less

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  Dundalk Institute of Technology

  Sept 2010 - now

  Assistant Lecturer in Law Part Time

  Lecture on various subjects including Business Law, Company Law, Media Law, Regulation and Applied Law in Early Childhood and Domestic Abuse

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  Queen's University Belfast

  Feb 2011 - Jun 2012

  Tutor in Law

  Tutor in Criminal Law and in Crime and the Criminal Process

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  Department of Children and Youth Affairs

  Sept 2014 - Jun 2020

  Administrative Officer

  Irish Youth Justice Service

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  Institute of Technology Blanchardstown

  Sept 2015 - Aug 2017

  Assistant Lecturer in Law Part Time

  Lectured on 4th year Company Law, and the preparation course on Law and Ethics for the Accounting Technicians Ireland course

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  Department of Children, Equality, Disability, Integration and Youth

  Jun 2020 - now

  Early Years Quality Unit Project Management Office

  • Assistant Principal Officer

    Oct 2023 - now

  • Assistant Principal Officer

    Jun 2020 - Oct 2023