Robert Fitzsimons

Experience

• 

  Vodafone

  Jan 2009 - now

  This role involves account managing the consumer and enterprise outsource partners in terms of identifying training needs, designing and delivering training programmes and delivering relevant propositions training with ongoing quality analysis. I am also responsible for representing the outsourced partners within Vodafone Ireland and managing the relationship between these two entities.• Created a robust training programme and quality model to ensure Vodafone’s Indian outsource partner was able to adapt to Irish market needs and consumer expectations.• Worked with Vodafone Group as the sole Irish point of contact to implement a global learning management system (Success Factors) for all of Vodafone’s outsource partners. Show less Tasked with the management of high profile corporate and government accounts (Coca-Cola & Citibank) with the objective of developing and maintaining positive, professional working relationships and promoting brand advocacy. Dedicated point of contact for all account administration and reporting. Responsible for identifying sales opportunities and performing all cycle plan activities in a manner that achieved optimal outcomes.• Worked with technical and sales team to design structural support documents for global accounts with a view to improving support and administration processes.• Performed regular site visits for account reviews and customer training on complex billing systems. Show less This role involved working in a target driven environment and being responsible for the analysis of multiple mobile line accounts with a value of €30k per month, contract renewals, business development and the generation of all associated reports. Appointed Deputy Team Leader, which involved team time management, monitoring service levels, key decision-making and escalations. Designated escalation point for Communication Regulator cases. Charged with building and maintaining mutually beneficial relationships between the Business Care Admin Team, Executives and Business Account Managers.• Development, coaching & training of new starters.• Joined Outsourced Learning & Development Project Team to cross skill all business care activities for support & administration. Show less

  • Training and Quality Digital Manager

    Apr 2022 - now

  • Digital Training Manager

    Jan 2018 - May 2022

  • Enterprise Outsource Training and Quality Account Manager

    Jan 2012 - Dec 2017

  • Global Managed Services Executive

    Jan 2011 - Jan 2012

  • Business Care Executive

    Jan 2009 - Jan 2011