Aífric O'Malley Email & Phone Number

Ireland

Dublin, Ireland

County Dublin, Ireland

As Head of CX it is my responsibility to deliver a seamless customer experience across all stages and touch points of our customer journey. Helping the company to continually achieve greater customer satisfaction, increased efficiency and profitability.I lead a highly skilled team in T8, responsible for driving a range of value creating work streams to support the business’s growth ambitions. I am a member of the SMT with responsibility for customer experience excellence; contributing to the leadership and execution of T8’s overall customer strategy:* Operate and enhance the voice of the customer * Achieve continuous improvement of our customer experience* Support customer experience engagement programmes * Bring the voice of the customer into the organisation* Support all business divisions with customer journey mapping and experience design* Create company-wide goals to improve customer experience* Conduct research to find out more about customer behaviour and preferences* Build a streamlined customer experience across all departments* Figure out ways to increase customer satisfaction and build brand loyalty* Identify problem areas within the company and find solutions for them* Collect and analyse data to make well-informed business decisionsThe Head of Customer Experience role in T8 is a varied one, which involves having a hand in virtually every aspect of the business and tasked with ensuring it runs successfully and smoothly. Ensuring we are listening to customers, understanding their feedback, driving change in the organisation to better meet needs and designing and delivering an enhanced customer experience for future years.

Dublin, Leinster, Ireland

Deliver to our clients upon our contractual obligationsMaintain positive relationships with our clients and ensure that our SLAs and KPIs are metSupervise the service delivery team when dealing with incidents to ensure prioritisation and correct processes are followedReport monthly on our service levels as well as improvements, third parties and support activitiesResponsible for the service delivery to our clientOversee incident, problem and change management processesEstablish and refine the support processes Streamlining processes to ensure that all clients get the same great experience Responsible for overseeing employees in different stages of the support process Hold all departments accountable for carrying out the required processes and tasks as well as providing great customer serviceA point of escalation I ensure any major service delivery issues are resolved quickly and correctly along with identifying any opportunities for productivity and service delivery improvementsResponsibility to act as the client advocate internally and the company advocate externallyInteract on a daily basis with other teams, from developers to project managers, business analysts to product managersUnfortunately LEVERIS went in to liquidation so my tenure was cut short.

County Dublin, Ireland

Extensive experience in both retail and banking in the financial technology sectorPrimary point of contact for a number of large Irish and global companies Consistently achieving high customer satisfaction rankings and improvements to the bottom line Lead the service relationship with my nominated clients and oversaw the services deliveredAccountable for contractual and change management, customer satisfaction, client revenue and seeking incremental service businessManagement of the client relationship including identification of business challenges, monitoring of talent search, project progress and troubleshooting Collaboration with clients and project team members to ensure project successMaintained an excellent rapport with clients via regular meetingsOversaw the delivery of all contracted services Managed the P&L for my nominated accounts and accurately forecasted revenue and margin Exploit all revenue growth opportunities in the account

Citywest Business Campus, Dublin, Ireland

Dedicated customer service manager with extensive experience in both retail and banking in the financial technology sector. As the Customer Service Manager I am the primary point of contact for a number of large Irish and global companies. Consistently achieving high customer satisfaction rankings and improvements to the bottom line. My role is to lead the service relationship with my nominated clients and oversee the services delivered to them. I am accountable for contractual and change management, customer satisfaction, client revenue and seeking incremental service business with the account. Provide the overall management of the client relationship including identification of business challenges, monitoring of talent search, project progress and troubleshooting. Collaborate with clients and project team members to ensure project success. Maintain an excellent rapport with clients via regular meetings. Committed to total client satisfaction the objective is always to minimise client risk and increase cost-efficiencies. Oversee the delivery of all contracted services. Manage the P&L for the nominated account and accurately forecast revenue and margin for this customer, ensure all billing is completed and agreed with the client on a timely basis. Exploit all revenue growth opportunities in the accountOversee the delivery of all contracted services to ensure high levels of performance (including management of any sub-contractors and matrix management of in-house delivery teams). Monitor the resolution of any customer specific service delivery issues, through leading the design and implementation of specific ‘get well’ plans.

Citywest Business Campus, Dublin, Ireland

Developed policies and procedures for implementing changes to production IT environments Including risk analysis and mitigation, documentation, communication plans, implementation, back-out plans and change calendars Facilitated communications between and gained consensus from both internal and external teamsCollaborated with partners regarding change management and championed policy and procedure compliance Managed tasks among resources, management and customersChaired weekly change approval board meetings facilitating discussions and evaluation of proposed changesTracked all production changesReported on completion and success rate, resources required and production outages. Ensured customers sign off and billing for the work as agreedAssigned the change to the specific department for developmentEnsured all release notes and user acceptance testing approvals are sufficient for implementation Worked in conjunction with customer Change Management function

Citywest Business Campus, Dublin, Ireland

Spearheaded the delivery of the European funded interregional project, managed the project through its full lifecycle from concept to completionManaged the education and learning teams on implementing the first MSc in Management specifically for the social enterprise sector in IrelandManaging the development of the course content and delivery methodologyUsed waterfall methodology to achieve a quality product within time and cost constraints Developed positive relationships across the partners, university, students and collaborated with stakeholders to progress the social enterprise community in IrelanGathered requirements, compiled project documentation, facilitated workshops to agree scope and schedules and developed project plans Managed the RAID log, tracked progress and managed change requests Scheduled all project timelines, meetings, check points etc. Managed the Irish portion of the project budget of over €500,000

Citywest Business Campus, Dublin, Ireland

Providing support across multiple concurrent projects in the entrepreneurship sector. Producing project plans and other key project documentation. Coordinating stakeholder communications. Developing standard forms and documents to improve efficiency and reduce errors. Business Innovation Programme - A key objective was to devise an in-company innovation structure which will enable Irish companies to grow and compete successfully in international markets. The Business Innovation Programme consisted of two distinct but complementary elements. Participants received comprehensive training in innovation practices, processes and techniques combined with an internship programme which places]d programme participants in teams into companies, where they got the opportunity to apply their newly acquired knowledge. Assisted in the preparation, set-up, effective communication and smooth running of an eventAttended weekly meetings and contributed ideas for the project Collated figures and wrote reportsMaintained host company files and recordsLiaised with programme participants and host companies for the duration of the programme and responded to queries in relation to their participation on the programmeAssisted with the organisation of programme logistics Assisted with publicising the programme and ensuring that the Department of Education and Skills and the Ryan Academy receive positive publicity as a result of the programmeAssisted with the recruitment of host companies for the project teamsLiaised with host companies for the duration of the programme and ensure that all queries are promptly addressed by the programme managersResponsible for project administration including maintenance of project files, management of project databases, drafting minutes of meetings and project correspondenceGeneral word processing and spreadsheet work.Support the Programme Managers to ensure the smooth running of the programme.

Main Street, Donnybrook, Dublin

Previously I worked in the Douglas Food Company premises in Donnybrook, while working there I learned the need for health and safety control in food and beverage industry. I worked as a retail assistant helping customers in all their needs from food to wines to cheeses and other products the shop stocked.As well as being a retail assistant I also served at numerous functions. This involved learning service techniques and protocol. The retail part of the business closed in 2008 but the catering service is still up and running. I still do some part-time work for Douglas Food Company when they need some extra help.Assisted customers with menu development for private functionsEnsured customer satisfaction levels at regular intervalsEnsured stocks were replenished appropriatelyHandled numerous financial transactions on a daily basisEntrusted with opening the premises at the beginning of the trading dayEntrusted with securing premises at the end of day tradingMaintained high standards of hygiene and food preparationDeveloped a rapport with regular customersResponsible for the induction of new staff

Wildwood, New Jersey

Assisted clients with product selectionEncouraged product sales, increased brand awareness and identified various business opportunitiesMonitored and updated sales display areasResponsible for target sales and the care of customers in a busy retail environmentMaintained the shop floor, checked and accepted deliveries, handled financial transactionsResponsible for all aspects of shop floor managementOrganised deliveries and staff rotasWorked to sales targetsDeveloped oral communication with suppliersDealt with customer queries and complaints in a professional manner

University College Dublin, Belfield

Manned the reception deskEntered the data of new members into the business databasePerformed administrative duties and provided assistance to customersPerformed general office dutiesDistributed a range of promotional material to new studentsPart of a team that undertook out of gym promotions

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