Marc Poole

Marc Poole

Customer Service and planning

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  • Timeline

  • About me

    Customer Service Manager at University of Limerick

  • Education

    • University of Limerick

      2008 - 2009
      Cert Personnell Management practice

      Activities and Societies: Human Resource Management; Human Resource Development; Developing Professional Competency;Human Resource Management Skills; Employment Relations; Continuing Professional Development

    • University of Limerick

      2016 - 2018
      Master’s Degree Work & Organisational Behaviour

      To explore cognitive, political and social issues impacting the management and handling of organisational strategy and change;•To examine the nature of the employment relationship, the employment exchange and the psychological contract;•To develop a thorough understanding of the rationale and methods of all aspects of recruitment and selection, including job analysis, interviews and assessment centre techniques, psychometrics and related testing methodologies;•To develop research… Show more To explore cognitive, political and social issues impacting the management and handling of organisational strategy and change;•To examine the nature of the employment relationship, the employment exchange and the psychological contract;•To develop a thorough understanding of the rationale and methods of all aspects of recruitment and selection, including job analysis, interviews and assessment centre techniques, psychometrics and related testing methodologies;•To develop research skills necessary to formulate, conduct and report an independent piece of research in one of the domain areas of work and organisational psychology Show less

    • University of Limerick

      2011 - 2013
      Bachelor's Degree Management

      • Reflective Management• Management Communication and Negotiation • International Context of Management• Management Skills - Personnel Awareness and Communication• Supply Chain Management and Customer Relationship Management• Human Resource Management Practice• Cross Cultural Management• Management Project – Planning Techniques and Decision Making• Strategic Management• Organisational Performance and Effectiveness• Issues in the Global Economic… Show more • Reflective Management• Management Communication and Negotiation • International Context of Management• Management Skills - Personnel Awareness and Communication• Supply Chain Management and Customer Relationship Management• Human Resource Management Practice• Cross Cultural Management• Management Project – Planning Techniques and Decision Making• Strategic Management• Organisational Performance and Effectiveness• Issues in the Global Economic Environment • Management Project – Implementation and Evaluation• Managerial Behaviour and Effectiveness• Management Control and Power• Corporate Social Responsibility• Management Skills – Motivation and Teamwork Show less

    • University of Limerick

      2008 - 2009
      Diploma in Business Management Practice

      Activities and Societies: People Management, Strategic Thinking, Conflict & Negotiation, 2006 — 2007

  • Experience

    • Martin Dawes

      Jan 1999 - Jan 2001
      Customer Service and planning
    • Telefonica O2 Ireland

      Jan 2007 - Aug 2012

      Having taken over the team who at the time dealt with Mobile broadband and Smart phone(BAU) queries only it was decided that the Team needed to evolve to support Telefonica's Fixed line & ICT strategy.Transforming the Team from business as usual to a dedicated ICT support and fixed line Team who now manage products such as Wireless Leased Lines, SMPP, Fixed voice & Broadband, Managed WAN, Managed APN,CPN ,Hosted Voice, Microsoft office 365 ,Iphone,Ipad ,App support, Mobile broadband and Blackberry Enterprise Server.In order to bring about this transition I lead a transformation programme which involved the reworking and design of all processesfor new product introduction ,product management support, SLA design and negotiation,partner management, design of escalation models,re-training and up skilling, system support & implementation as well as managing people and ensuring motivation and engagement through the transition. Show less

      • Technical Service Desk Team leader

        Nov 2010 - Aug 2012
      • Customer ExperienceTeam Leader

        Jan 2010 - Nov 2010
      • Sales and Retention Team Leader

        Jan 2007 - Jan 2010
    • Telefónica O2 UK

      Jan 2008 - Feb 2014
      Telefonica European works council Secretary and O2 Ireland people Forum

      Telefonica European works council ,O2 ireland people forum

    • Telefonica | O2 Ireland

      Aug 2012 - Nov 2014
      Technical Service Desk Manager

      Managing a technical service desk for Telefonica O2 Ireland, providing customer support for both fixed line and ICT services such as converged connectivity through an MPLS network and a variety of ICT products,partnerships and supporting teams.

    • Three Ireland

      Dec 2014 - Apr 2021
      ICT, Partner and Processing Manager

      Responsible for management of all ICT support across the Three Connected Solutions product suite, Processing of all back office activations through the management of on shore and off shore teams, management of key partners, people and budgetary responsibility. Member of the Three senior customer service leadership team

    • University of Limerick

      Apr 2021 - now
      Customer Service Manager
  • Licenses & Certifications

    • Coaching for Results

      LinkedIn
      Sept 2018
      View certificate certificate
    • Introduction to 5G

      LinkedIn
      Jan 2021
      View certificate certificate
    • Cybersecurity Awareness: Phishing and Whaling

      LinkedIn
      Jun 2020
      View certificate certificate
    • Certificate in Psychometric Assessment

      The British Psychological Society
      Mar 2018