Lisa Hogan

Experience

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  Airtricity

  Nov 2005 - Dec 2008

  Take over customer account management post sales, delivering high level of dedicated customer service/account management for high value customers.Maintained and further developed the relationships with each Corporate Account through client visits and regular reportingResponded to tenders as they arose, both to retain existing corporate accounts and also acquire new major customers Invoice Validation – analyzed and actioned invoice exceptionsResolved billing queries and market message exceptionsProvided training to new startsDealt with large commercial accounts to ensure accurate and precise billing

  • Corporate Account Manager

    Nov 2006 - Dec 2008

  • Billing Administrator

    Nov 2005 - Dec 2008
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  SSE Airtricity

  Feb 2009 - Sept 2015

  I managed a team of 13 customer service agents who worked on the social media platforms, email and live chat correspondence.The main objective was to ensure KPI's were delivered and each customer received a first class experience with SSE.During my time in this role, I successfully delivered a new social media management platform which led to a higher functioning team with more access to real time data.I also reduced the Net promoter Score from our customers to the best among the group. This was a massive achievement and gained through our dedication as a team, we ensured we were on the same page and the customers experience and satisfaction was the main goal during every interaction Show less Monitored and audited all interactions between the Customer Service team and our customers with score sheets and relevant KPIs.All escalations were directed to our team, where a full review and resolution was met. Any finding were fed back to relevant departments so as to work on areas of improvement and prevent further complaints.We significantly reduced the volume of complaints which would reach the regulator. Our aim was to take control of the situation and work with our customers to come to a resolution.Liaised directly with the energy regulators in both NI and ROI.Audited, scored and fed back information on team interactions including phone and email correspondence.We were proud of our achievements and dedicated to providing an excellent service to both internal and external parties alike. Show less

  • eServices - Back Office Supervisor

    Nov 2013 - Sept 2015

  • Escalations Supervisor

    Jan 2011 - Nov 2013

  • Customer Service Team Leader

    Feb 2009 - Jan 2011
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  Locumotion Ireland

  Sept 2015 - May 2018

  Operations Manager

  With a shortage of family practitioners in Ireland, Locomotion resources doctors from across the world and place them throughout Family Practices, Urgent care and Out of Hours Facilities. My role is to manage a team of Placement Co-Coordinators, ensuring the smooth transition of doctors not only into work but into living in Ireland.The journey of these doctors is vital. We ensure through thorough processes and KPI's a smooth transition during the end to end recruitment process.

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  Medserv

  May 2018 - now

  Experienced and effective Operations Manager with a passion for building and developing teams. Resultsoriented with a proven track record of improving and growing operations. Adept in analytical thinking, strategicplanning, leadership, and the management of staff and processes.

  • Patient Operations Director

    Aug 2023 - now

  • Manager - Remote Practice Medical Secretary Management Team (UK&IRL)

    May 2018 - now