Celina O'Connor

Experience

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  Eircom Wholesale

  Nov 2000 - Nov 2004

  Programme Manager

  Project managed the DSL Broadband Service Establishment process for eircom Wholesale’s Broadband customers such as MCI Worldcom Ireland, Digiweb, Strencom and Leap Broadband.- Developed Peer-to-peer relationships with Senior Managers/Directors within each company, liaising throughout the process to managed their expectations.- Ensured all milestones for delivery of service elements and resources required for implementation and training were aligned and met.- Led virtual team within eircom, consisting of Product Manager, IT and Network Services to ensure all projects were delivered within the agreed timeframeProject managed the Local Loop Unbundling Programme (40 sites nationwide) for Esat BT, worth approx. €1m. Designed, negotiated and co-ordinated the implementation of improved processes enabling the Sales & Marketing area to identify and close sales opportunities in the Wholesale market. Liaised with Product Management to provide Broadband product and process training for eircom Wholesale’s Account Managers. Drove Customer Satisfaction Survey Action Plan within the Sales & Marketing area. Produced Weekly/Monthly sales reports for Sales & Marketing mgt team and Wholesale Management team on Wholesale Sales performance against KPI’s and targets Show less

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  Lan Communications

  Feb 2005 - Nov 2006

  Sales Executive

  Lan Communications is a leading provider of telecom connectivity, incorporating secure voice, LAN/WAN managed services, video and data services.Provided Account Management cover during periods of Account Manager absence, e.g. Maternity leave and Holiday cover. Liaised with suppliers e.g. Cisco Systems, Nortel Networks, Data Solutions, Sharptext etc., to negotiate best customer discounts and to ensure delivery of orders within agreed timeframes. Was responsible for handling general queries, providing quotations, processing sales orders and ensuring timely delivery to the customer. Assisted in the preparation and formatting of accurate and detailed Sales proposals and Tenders. Show less

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  MBL Ireland

  Nov 2006 - Dec 2008

  Business Account Manager

  MBL Ireland provides an electronic trading, researching, compliance and CRM software solution to the Irish Mortgage Intermediary market. Account management of assigned portfolio of Mortgage Brokers and growing customer base. Consistently exceeded agreed Sales targets and ensured high levels of customer satisfaction and retention. Ensured clients were fully briefed on all new developments within the software suite and was responsible for delivering product training to client base, including in-house, on-site and web-based training. Developed and delivered Sales and Marketing material targeted at both existing and prospective customers, for example website content, e-marketing campaigns and sales presentations for Industry Seminars. Responsible for building stronger partner relationships with key industry organisations such as IMAF, PIBA and Lending Institutions who were trading electronically over the software platform. Show less

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  Telefonica O2 Ireland

  Jan 2009 - Jul 2014

  Responsible for the In-Life Service Management for O2's strategic customers, which includes Government, Enterprise, Multinational & MVNO Organisations. The key responsibility of the role is governance across all areas of O2’s services, ensuring the highest level of operational service delivery to our Top Tier customers. .- Building relationships at Senior Management level within strategic customers, while forging strong internal relationships and managing virtual teams- Lead regular Service Governance meetings with Customer base and act as escalation point for all Service related issues to ensure client satisfaction and retention.- Ensure adequate control, monitoring & contracts are in place including SLA's/KPI's across operational support teams- Work closely with O2’s internal operations support teams, improving business performance, ensuring targets are met & standards maintained - Translate customer requirements into specific service deliveries and initiate/manage projects where necessary- Proactive response, communication and relevant closure of Incident / Change Management - Promotion of O2’s online solution portfolio within my strategic customer base- One of the 2 founding team members, responsible for scope definition, formation and on-going development of the service delivery function. - Developed the O2 Service Charter, which details O2's service commitment to our Strategic Customers. Provides a framework that allows us to continuously monitor, analyse & operate services, enabling continuous improvement Show less Account management of assigned portfolio of O2's Enterprise & SME accounts within the O2 Cellular World team. Consistently exceeded agreed Sales targets for Voice & Broadband connections & hardware device sales. Ensured high levels of customer satisfaction and retention across my customers base through proactive account management and ensuring all customer issues/queries were resolved in a timely manner. Liaised with hardware manufacturers RIM, Samsung, Nokia etc to ensure customers requirements were best matched against their product set. Show less

  • Service Delivery Manager

    Apr 2010 - Jul 2014

  • Business Account Manager

    Jan 2009 - Apr 2010
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  Three Ireland

  Jul 2014 - Jul 2022

  Responsible for the delivery of ICT, IoT & Mobile projects within Three's Business Implementation team, working closely with Solution Architect's & Account Management, right through to hand-over of the customer solution to in-Life support.- People manager for team of project managers, responsible for performance management, coaching/mentoring and ensuring team performance meets agreed SLA targets.- Collaborate with internal Three teams to create & deliver high level customer solutions, ensuring project is delivered to defined and agreed scope, within agreed time-frames and budgets.- Successfully manage the customer relationship through the project life cycle and ensure customer is successful migrated to in life support structure.- Manage resource planning internally and with 3rd party vendors .- Communication – clear and transparent communication including expectation setting about what is going to be delivered and when- Continuously collaborating with Three’s internal teams & 3rd party vendors, improving internal processes, driving business performance, ensuring targets & standards maintained and continue to improve- Responsible for programme management for Enterprise Mobile on-boarding to Three. Successfully implemented a number of Lean 6 Sigma process improvements to ensure greater customer satisfaction levels & improve project delivery SLA's Show less Responsible for the delivery of multiple ICT & Mobile projects within Three's Business Implementation team, working closely with pre-sales & Account Management, right through to hand-over of the customer solution to in-Life support.- Collaborate with internal Three teams to create & deliver high level customer solutions, ensuring project is delivered to defined and agreed scope, within agreed time-frames and budgets.- Successfully manage the customer relationship through the project life cycle and ensure customer is successful migrated to in life support structure.- Manage resource planning internally and with 3rd party vendors .- Communication – clear and transparent communication including expectation setting about what is going to be delivered and when- Continuously collaborating with Three’s internal teams & 3rd party vendors, improving internal processes, driving business performance, ensuring targets & standards maintained and continue to improve- Responsible for programme management for Enterprise Mobile on-boarding to Three. Successfully implemented a number of process improvements to ensure greater customer satisfaction levels. - Creating a detailed project plan around solution delivery and collaborating with partners to ensure on time delivery of projects. Show less

  • Senior Business Implementation Project Manager

    Aug 2019 - Jul 2022

  • Business Implementation Project Manager

    Jul 2016 - Aug 2019

  • Service Delivery Manager

    Jul 2014 - Jul 2016
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  Globalization Partners

  Aug 2022 - Mar 2023

  Project Manager

  Globalization Partners was founded with the mission of eliminating barriers to global business, by making it easy for companies to hire overseas in over 187 countries.As a Project Manager within PMO team, I am responsible for delivering business and technical solutions, with global remote internal teams in a technology driven Global HRS company.

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  Health Service Executive

  Mar 2023 - now

  Senior Project Manager

  Senior Project Manager within HSE CISO Office - Cyber Strategy, Programmes and Governance. Focused on developing and implementing the HSE’s long-term cybersecurity strategy, overseeing investment planning, program maturity monitoring and security metrics reporting