Patrick Collins

Experience

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  TELEFLEX MEDICAL OEM

  May 2005 - Oct 2008

  Processes Operator

  Production Of High Grade Medical EquipmentShipping of product to Global Centres.Working and support colleagues across different departments.Training and Coaching Of New Hires.

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  O2 Ireland

  Oct 2008 - Apr 2010

  Data & Internet Support

  Managing time constraints and balancing a large workload to ensure I was prioritising the most important duties firstSelf Education on all products offered not only by O2 but by our competitors & across the industry. Promotion of self-service with our customersProvide technical support to online forum moderators to assist our customers online. Constantly monitoring customer opinion & identifying area’s for improvement within the department to improve the customer experienceRelationship building within O2 with product owners, Technology, Consumer, Business Support & also externally with vendors & partners (Huawei, BlackBerry & Sierra Wireless). Show less

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  Arise Europe

  Apr 2010 - Feb 2015

  Senior Tech

  Leading and proactively coaching/ develop teams of technical support agents to deliver an excellent customer experience.Setting measuring and reviewing the key performance indicators for team members through formal and informal feedback mechanismsProactively developing and growing value added customer care approach Taking responsibility for customer issues and pressing for prompt closure, escalation and efficient problem resolution with various different stakeholders.Identifying issues and service improvements and advising to relevant areas Driving commercial offerings and developing general commercial awareness within teamContinuously assessing agents training needs and taking responsibility for training/coaching activities to meet business demands.Proactively supporting department manager and colleagues in terms of strategy and implementationProactively keeping up to date on all new procedures and products.Manage the Companies Equipment Inventory Show less

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  Vodafone

  Feb 2015 - now

  My role is focused on diagnosing and solving complex issues that affect broadband orders for our fixed line customer base from all of Vodafone’s retail channels.I support others with subject matter expertise around process and system.I coordinate business acceptance testing for key Vodafone initiatives.

  • Fixed IT specialist

    Dec 2022 - now

  • Order Operations Executive

    Feb 2015 - Dec 2022