Steve Roche MSc

Experience

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  Production Industry Publications

  Jan 1990 - Jan 1993

  Advertising Manager

  • Sold advertising space for assigned magazine publications and speciality products within Irelands' Broadcasting and Multimedia Markets.• Collaborated with exisiting and new clients to establish repeat sales of advertising space.• Continually searched for new business by initiating contact and developing relationships with prospective new customers.• Generated leads by cold calling and using a consultative sales approach.• Maintained up-to-date customer records in accordance with company policy and practices.• Prepared and submitted all required sales reports, while ensuring that all advertising copy and material deadlines were adhered to.• Organised, attended and participated in sales meetings, training programs, conferences and trade shows, as required. Show less

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  BLG Marketing Services

  Jan 1993 - Jan 1995

  Project Manager

  B.L.G. were a “Below-the-Line” marketing company who developed Direct Marketing, Sales Promotion and Product Sampling projects on behalf of Blue Chip clients including Elida Gibbs, C.P.C. Foods, Lever Brothers and Johnson Brothers. • Delivered marketing projects to ambitious sales targets and deadlines on behalf of our clients. • Communicated with internal/external teams, clients and vendors regarding projectdeliverables and details. • Managed multiple, simultaneous project schedules working under direction of crossfunctional team members.• Ensured the profitability of company projects, reporting on their progress on a weekly basis.• Collaborated with key stakeholders, regarding their ‘Below the Line’ Marketing requirements.• Oversaw print production management and vendor coordination• Managed and motivated individuals who were not direct reports Show less

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  Open Channel Ltd.

  Jan 1995 - Jan 1997

  Design / Production Co-Ordinator

  Open Channel were a company specialising in the development of Community Television Production.• Coordinated all the company’s Design and Publishing needs while, communicating with relevant teams and clients regarding project KPi's• Developed all in house publishing material using QuarkXpress and asscociated DTP Software.• Developed all Online and OffLine graphics requirements using The Adobe suite of products.

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  Hi-Tech Associates

  Jan 1997 - Aug 2007

  Training Delivery Consultant

  Hi-Tech Associates are a Private Training Organisation specialising in Information Technology related Education.• Developed and designed Training Courses to QA 58/01 Standards• Managed and delivered course content to match stated objectives• Managed Learning Resources and Maintained Appropriate Records • Designed, Developed and Delivered, Training Programs on Web Site Development/Design, E.C.D.L., Internetworking, E-Commerce, 2D & 3D Computer Graphics, D.T.P., Relational Database Design, Computerised Accounts, Software Testing / Programming, Logistics, Sales Techniques and Personal Development.Clients included: FAS, Fast Track to I.T., FETAC, City and Guilds, C.I.F., E.C.D.L., One Step Up Program. Show less

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  TalkTalk

  Sept 2007 - Nov 2011

  Training Delivery Officer (AOL and Talk Talk)

  Talk Talk Plc. are one of the UK’s largest Telecommunications businesses delivering Fixed Line Telephone, Broadband and TV services to over 4.5 million customers.• Set up and rolled out Technical, Customer Service, Billing and specialist projects, such as IPTV and Fibre Optic Broadband for the Talk Talk Group in such sites as South Africa, The Phillipines, India, Ireland and the UK.• Selected to roll out Technical Support Level 2 training in India, Customer Service and Billing in The Phillipines and Process improvement training with our African Partners. I also customised and delivered the Train the Trainer modules for these programmes to the respective Training Teams within our Offshore Associates.• Evaluated training using the 4 Level Kirkpatrick Model to gauge the success of the training. Collated Post Training Reviews for key stakeholders.• Conducted comprehensive Training Needs Analysis to identify training requirements for specified departments and worked with stakeholders to prioritise TNA to meet core business needs. Successful in getting my recommendations implemented by Management.• A member of the core Training team that rolled out the network migration of 2.5 million AOL Customers to Talk Talks’ Backhaul Network.• A Member of the core Training team that facilitated the data migration of 4.5 million customer records from Talk Talks legacy Customer Relationship Management database to the current system.• Selected as a team member on a number of projects early in their lifecycle, and was successful in getting my recommendations implemented by the respective Project Mangement Teams prior to final roll out.• Developed a Return on Investment Analysis process for Training, using Qualitative Techniques, and applied it to the company's Leadership Development Programme.• Pro-actively worked towards increasing trainer and training team profile across the business, both On Shore and with our Outsource Partners Show less

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  F.T.L. Associates

  Jan 2012 - Dec 2012

  Principal / Owner

  As Principle of F.T.L. Associates, I was contracted to deliver induction training to new recruits on behalf of Eishtec, a Waterford based Data Analytics and Business Process Outsourcing company.This initiative required delivering training programmes that met the very high level of standards as required by the largest Mobile Telecommunications Company in the UK (with in excess of 27 Million customers in the UK), for their Loyalty and Retentions Teams, and also for their Android and Apple Device Expert Support Teams. I was also successful in seamlessly integrating FETAC Level 6 Certification in Consultative Selling and Frontline Technical Support, into these programmes. This highly successful initiative was responsible for the creation of over 400 jobs in a 12 month period in Waterford. Show less

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  Triuir Innovative Solutions Ltd.

  Dec 2012 - Dec 2016

  At Triuir Innovative Solutions, we have combined experience in delivering best in class service results globally, in such territories as Ireland, UK, South Africa, Holland, India, and The Philippines over the past 10 years, and are recognised as service experts by achieving international awards within the industry.• Ensure that the operation of the organisation exceeds the expectations of its clients, Board and Owners • South Africa—Project Lead, to set up a greenfield Centre on behalf of a UK Client and its growth from zero employees to 500, within a 3 month timeline • Redeveloped and designed Client induction programme resulting in an additional £3.7 million STG, contribution to profit upon first year of roll out • India—Customer Excellence programme roll out for UK based Client, saw an increase in NPS of 8%, CSAT of 11% and FCR of 7% • Part of the Spearhead team for the set up of three Contact Centres for Eishtec, in both the Republic and Northern Ireland• Achievements include being finalists in the IITD National Training Awards, Irish Sales Champion Awards, and Wexford Chamber of Commerce AwardsOur Clients currently include:Eishtec Ireland, Hailo Ireland, Eishtec UK, Hailo UK, Glanbia, WebHelp South Africa, DoneDeal.ie, ID Mobile - Ireland, FAS, EE4G UK, FETAC, Orange UK, RightSource South Africa, Carphone Dixons, CTEC Wexford, T-Mobile UK, Towards Healing, Tech Mahindra - India, Outsourcing Skillnet, BYC South Africa, CCMA Skillnet, Waterford Chamber Skillnet, LITS Skillnet.Website: http://www.triuir.com/ Show less

  • Director

    Jun 2014 - Dec 2016

  • Quality and Compliance Manager

    Dec 2012 - Jun 2014
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  Ember Services

  Aug 2014 - Dec 2015

  Training and Development Specialist

  Working as a Training & Development Specialist for Ember on key assignments to guide and enhance the value organisations receive from their customer management strategies and operations. Supporting an approach based upon the principle that the best results and decisions come from the best, most meaningful insight available; helping ensure optimal performance in customer service and sales operations.Web Site: http://www.emberservices.com/

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  Eishtec

  Jan 2017 - Apr 2019

  Training Manager

  Eishtec are a Multichannel Outsourced Services and Data Analytics Centre, based in Ireland. Clients include EE, T-Mobile, Orange Mobile, ID Mobile, Done Deal, Hailo, Trasna Healthcare, Rebuilding Ireland, Vero• Shortlisted in the 2019 IITD National Training Awards - Best Talent Development Initiative• Developed Designed and Delivered the internal Management Development, and Subject Matter Expert Programmes, across all lines of business• Developed and implemented the Training Career Progression and Mentoring Programme, for training team development• Part of the spearhead team for New Business Development• Monitor the delivery of the programs and services to maintain or improve quality, which also included the implementation of Gamification to New Hire Induction• Oversee the planning, implementation, execution and evaluation of special projects• Oversee the implementation of policies, procedures and practices including the development of all staff, meeting ISO 9001, ISO 27001 and PCI compliance standards. Show less

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  Emerald Contact Centre (ECC)

  Aug 2019 - now

  Specialist Manager