Experience

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  City sightseeing san francisco

  May 2013 - Aug 2013

  Dispatcher
• 

  Telus international ireland

  May 2014 - Nov 2021

  Main duties involve:- Leading and driving a team of 15+ agents- Motivate the team to meet and exceed client KPI's; - Understand how to leverage the team to improve outcomes and take action to meet goals.- Ensuring employee morale by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.- Ensuring that employee attendance, absence and working hours for the team are logged accurately and liaise with the HR and finance department in relation to payroll and people queries in a timely manner.- Keeping up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings.- Understand the top user issues and make recommendations to improve products and policies; support team by being the voice of the customer to the rest of the company.- Taking escalations when needed from customer who wish to speak to a manager Show less

  • Team Manager

    May 2017 - Nov 2021

  • Case Manager

    May 2014 - May 2017
• 

  Rásaíocht con éireann / greyhound racing ireland

  Dec 2021 - now

  • Racing Officer

    Dec 2021 - now

  • Racing Support Officer

    Dec 2021 - Sept 2023