Experience

• 

  O2 ireland

  Feb 2013 - May 2015

  Retail store manager

  Managing store's day to day operations, staff and KPIs.

• 

  Three ireland

  May 2015 - now

  Managing the provision and execution of ‘customer self serve’ operation through IVR to ensure that Customers can achieve a broad range of services themselves without the need for physical or telephonic contact.Responsibilities include:Business/Product owner for IVR platformsDeveloping and executing the customer self serve strategyAct as IVR Self Service Subject Matter Expert in major projectsReporting on KPI's to management team. Currently responsible for sales and revenue generation through customer care (inbound calls, web chat and social media) and outbound calling customers.

  • Program Manager

    Feb 2021 - now

  • CRM System Lead

    Sept 2017 - Feb 2021

  • Voice revenue specialist

    May 2015 - Sept 2017