Alan Hennessy Email & Phone Number

Vancouver, British Columbia, Canada

Account Builders - Team Lead

Burnaby, British Columbia, Canada

Burnaby, British Columbia, Canada

Conduct daily live strategy and training sessions with customers.Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting the software.Manage multiple client cases at a time with strict observance of associated tasks and deadlines.Own customer account health with Clio’s suite of products, mitigating risk.

Vancouver, British Columbia, Canada

Responsible for drafting letters & correspondence to customers.These include bylaws, minutes, building notices, violation letters, and other documents concerning individual strata corporations.Ensuring records are current, complete and accessible by updating and maintaining a variety of databases, internal directories and drives.

Vancouver, British Columbia, Canada

• Responsible for collecting and inspecting damaged electronics of customers who have had a flood, fire or wind damage to their home.
• Other responsibilities include, reconnecting undamaged electronics at customers address, wall mounting TV’s and setting up home theatre and surround sound systems for customers across the lower mainland.

County Waterford, Ireland

• Managed a team of 14 agents across 3 brand new campaigns. Responsible for hiring, training/coaching staff, attendance monitoring, disciplinary meetings, individual weekly/monthly performance reviews, daily work.
• Responsible for daily client interaction, weekly client meetings, program improvements, reporting daily and weekly progress reports to the operations management team and the client.
• Project lead on an online knowledge base and training manual for all three campaigns.
• The team was the most productive team in the company and were consistently rewarded for top performance under my guidance.

County Waterford, Ireland

• Responsible for client billing, managing staff, wages, scheduling hours, logistics, risk assessments, communicating with the coroners office, newspapers, radio stations and local hospitals/care homes.
• Project lead to create a data base of each funeral that was carried out by the business from the 1950’s to 2015 from paper to digital file.
• Working in such a sensitive industry clients continually praised me for my calmness, decorum, and professionalism. I took great pride in helping families through a very tough period in their lives.

County Waterford, Ireland

• Responsible for booking and scheduling artists/bands, sourcing stage equipment, transport, accommodation, payments, stage layouts, promotion and stage staffing.
• Artist Liaison tasks were accommodation, transport, tour guide, local information and organising artist/band rider.
• Project lead on moving the main stage from its usual location on the docks of the City to the City Court House grounds. This move was favourably received by the festival attendees and all associated with the festival.

County Waterford, Ireland

• Started as a cancellations agent and was promptly moved to customer service after showing great attention to customers needs.
• Promoted to the Broadband Admin team. Lead on a project to create a new process to improve the replacement parts being dispatched to customers to improve efficiency.
• Promoted to Broadband admin team supervisor in charge of 10 agents. Responsible for daily assignments, disciplinary meetings, coaching/training, customer escalations, performance monitoring/reviews and reporting.
• Assisted in creating an online chat service for customers to speak directly to our team. This improved the effectiveness of the process and the customers experience.

Cetificate, Sport Psychology, B+

Leadership and coaching, Psychology principles, Motivation and goal setting.

Diploma, Music

Modules included – Production, Management, Music Theory and Software applications.

Leaving Certificate