Adrian Gleeson

Experience

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  Department of Education

  Feb 2006 - Oct 2006

  Clerical Officer

  My responsibilities included the following: • I worked closely with the department Psychologist in addressing on-going issues in schools. I primarily corresponded with school principals. • I was responsible for general clerical duties such as typing, filing, dealing with correspondence, photocopying, making and answering telephone calls, dealing with emails, attending and taking minutes of meetings and report writing • Provided support to my line manager and colleagues.• Maintained databases and records as required.• I was involved in event planning and management. Show less

• 

  Liberty Global

  Oct 2006 - Apr 2015

  My responsibilities included the following:• Managed behaviour, engagement, performance and development of a team of 20 Customer Service Representative Agents. • Managed escalated contacts and callbacks. • Implemented and monitored performance goals for my team against pre-set goals. • Facilitated career development for the members of my team by offering ongoing coaching and constructive feedback. • Conducted bi-weekly one to one session with the members of my team to discuss their overall performance and address any other issues. • Illustrated strong problem solving and analytical skills to facilitate process improvement and offer solutions to operational problems as and when they appeared. • Worked under my own initiative to make decisions that delivered results through others within tight timelines, service levels and to a consistently high standard Show less My responsibilities included the following: • Balanced phone call traffic effectively between the Limerick site and the outsourcer sites in line with agreed targets, forecasts and schedules to meet 95% answer target. • Monitored pro-centre and took action when call queues emerge to minimize impact on answer rates• Proactively monitored the IVR call wallboard and managed all activities associated with the IVR outage message system for the Customer Care team in the Limerick site and the outsourcer sites. • Recorded messages on the IVR to achieve a high deflection percentage.• Logged and reported faults, single customer issues and call drivers proactively for DTV/Broadband/Phone to the Regional Management Centre (RMC).• Acted as point of contact for Customer Care teams and outsourcers on technical queries and transferred knowledge to support Agents on all products. • Completed shift handover daily. • Highlighted call spikes to senior management team as a result of un-planned works.• Where required, I acted as a point of contact to approve any un-scheduled emergency works.• I tracked rebuild activity centrally to ensure all Customer Care agents had up to date information regarding this activity by logging interactions on Clarify and ensuring relevant/adequate detail was contained on the Active Outage Manager page • Completed 360 call evaluations on truck rolls and new equipment/product roll-out and reported findings and recommendations to the Management team.• Worked with TV Specialists to improve call handling diagnostics Show less My responsibilities were as follows: • Assisted customers by helping to resolve their complex technical issues across UPC’s full product set of TV, Broadband, Phone and Mobile.• Maintained above average performance metrics such a quality, productivity and attendance. • I was a Subject Matter Expert in technical support across all UPC products and processes including a comprehensive understanding of networks and field operations activities.• I was responsible for identifying opportunities to cross sell and up sell UPC products during any customer interaction.• Handled escalated customer issues and took ownership to deliver a resolution to the customer.• Provided customers with accurate answers to their questions in both a quick and helpful manner.• Liaised with other parties internally to resolve issues.• Delivered first contact resolution to customer issues by delivering exceptional customer service at all times. • Demonstrated effective implementation of departmental resources, policies and procedures. • I deep dived customer contacts to identify process gaps and process improvements. Show less

  • Team Leader

    May 2008 - Apr 2015

  • CS Traffic Advisor

    Apr 2007 - May 2008

  • Customer Service Representative Agent

    Oct 2006 - Apr 2007
• 

  Labour Party of the Government

  Apr 2015 - Oct 2017

  Regional Organiser

  • Responsible for safe delivery of projects to schedule and cost.• Manage Project Teams from project initiation through to Project completion.• Responsible for process management, documentation and resource allocation.• Devising and implementing plans for the development of the Labour Party at branch and constituency level, membership recruitment, candidate selection and electoral strategy.• The direction and development of a team of local and regional organisers for specific targeted constituencies.• Working as part of the Senior Management team to provide effective and professional service to party members, candidates and elected representatives.• Ensuring the active recruitment and development of potential election candidates at all levels.• Working as a part of the Election Campaign team to prepare and implement election plans.• Working with the Organisation Committee of the Labour Party to develop the party at local, regional and national level.• Providing pro-active analysis by region/area of party support, party performance, contingency planning as well as election planning.• Developing the use of electronic campaigning tools and maximising the use of IT for campaigning purposes.• Carrying out other duties as may be determined from time to time. Show less

• 

  Wriggle Learning

  Jan 2023 - Mar 2025

  Education Sales Solution Specialist
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  Olive for Education

  Mar 2025 - now

  Software Solutions Manager