
Marc Poole
Customer Service and planning

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About me
Customer Service Manager at University of Limerick
Education

University of Limerick
2008 - 2009Cert Personnell Management practiceActivities and Societies: Human Resource Management; Human Resource Development; Developing Professional Competency;Human Resource Management Skills; Employment Relations; Continuing Professional Development

University of Limerick
2016 - 2018Master’s Degree Work & Organisational BehaviourTo 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 - 2013Bachelor'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 - 2009Diploma in Business Management PracticeActivities and Societies: People Management, Strategic Thinking, Conflict & Negotiation, 2006 — 2007
Experience

Martin Dawes
Jan 1999 - Jan 2001Customer Service and planning
Telefonica O2 Ireland
Jan 2007 - Aug 2012Having 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 2012Customer ExperienceTeam Leader
Jan 2010 - Nov 2010Sales and Retention Team Leader
Jan 2007 - Jan 2010

Telefónica O2 UK
Jan 2008 - Feb 2014Telefonica European works council Secretary and O2 Ireland people ForumTelefonica European works council ,O2 ireland people forum

Telefonica | O2 Ireland
Aug 2012 - Nov 2014Technical Service Desk ManagerManaging 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 2021ICT, Partner and Processing ManagerResponsible 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 - nowCustomer Service Manager
Licenses & Certifications
- View certificate

Coaching for Results
LinkedInSept 2018 - View certificate

Introduction to 5G
LinkedInJan 2021 - View certificate

Cybersecurity Awareness: Phishing and Whaling
LinkedInJun 2020 
Certificate in Psychometric Assessment
The British Psychological SocietyMar 2018
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