Anthony Murtagh-Ivers Email & Phone Number

Dublin, County Dublin, Ireland

County Dublin, Ireland

County Dublin, Ireland

My role involved working within an energetic and growing Telesales team of Supervisors, Team Leaders and Head of Inside Sales on behalf of award-winning telecoms company TELUS, one of Canada’s largest telecommunications companies. I daily demonstrate having resilience within a fast-paced, highly target driven work environment; simultaneously showing I possess strong inside sales experience and interpersonal, negotiation skills to support the Telesales team strategy to expand company's customer base and continuous growth.I cold-calle potential prospects in the Ontario, Canada market in the hopes of building relationships and selling solutions to grow their business and reduce operational costs. Following successful closures, relationship development was key as I continued to be a customer’s single point of contact for all future after care and sales queries.My roles include:o Daily outbound calls to new customers in the SME and Corporate Market.o Managing daily, weekly and monthly KPI's to maintain performance and customer generation stats.o Gaining prospects via Lead generation and Inside Sales strategy to expand customer base.o Overcoming objection calls while dealing with customers in a professional manner.o Ad hoc phone-based customer service and other sales projects as required.o Prospecting heavily and create a solid pipeline of opportunities in order to develop them into strong and viable revenue streams.o Consulting with new prospective clients on every level, from every industry, and prepare suitable proposals.o I am required to maximize customer retention with all of my clients through strong customer service and up-sell where appropriate.

County Dublin, Ireland

I was employed as a Service Desk Technician working on the GNP & NGNP Team (Geographic & Non Geographic Number Portability) at Open Eir in CityWest.My role and responsibilities included:Mentoring and overseeing a team of four.Scheduling port requests via both a designated mailbox and Internal system.Executing GNP, NGNP, and PGC Ports.Processing LNG, PWG, PWU, and PGC orders on the internal system, Processing and Validating Manual GNP & NGNP requests that come through our designated mailbox.Offering professional Technical support to operators for issues that may arise by phone, designated mail contacts and Salesforce.Documenting and maintaining records of all ports as per the outlined regulatory process.Running weekly reports of internal and sensitive data.Processing various order types within agreed SLA.Training and Coaching of new agents on GNP Product.I also work with the Wholesale Line Rental (WLR) team in Open Eir.My duties with WLR include:Provisioning LE, LNN, LNB, LNI and other order types within the given SLA.Processing and assigning/re-assigning of faults.Offering professional Technical support to operators for issues that may arise by phone, designated mail contacts and Salesforce.

Openeir, Bianconi Avenue, Citywest Business Park, Dublin 24

I was employed as a Service Desk Technician working on the GNP & NGNP Team (Geographic & Non Geographic Number Portability) at Open Eir in CityWest.My role and responsibilities included:Mentoring and overseeing a team of four.Scheduling port requests via both a designated mailbox and Internal system.Executing GNP, NGNP, and PGC Ports.Processing LNG, PWG, PWU, and PGC orders on the internal system, Processing and Validating Manual GNP & NGNP requests that come through our designated mailbox.Offering professional Technical support to operators for issues that may arise by phone, designated mail contacts and Salesforce.Documenting and maintaining records of all ports as per the outlined regulatory process.Running weekly reports of internal and sensitive data.Processing various order types within agreed SLA.Training and Coaching of new agents on GNP Product.I also work with the Wholesale Line Rental (WLR) team in Open Eir.My duties with WLR include:Provisioning LE, LNN, LNB, LNI and other order types within the given SLA.Processing and assigning/re-assigning of faults.Offering professional Technical support to operators for issues that may arise by phone, designated mail contacts and Salesforce.

East Point Business Park, Clontarf, Dublin 3

Various roles over the course of my tenure with Conduit included:Emergency Call Answering Service Lead Operator 2011 – 2014Leading and managing a team of 20 operators who are answering 999/112 calls from the general public and connecting these calls to the relevant Emergency Services.Managing service levels by engaging with ECAS Navan and Ballyshannon and ensuring all operators are adhering to their schedule.Resolving queries received from the Emergency Services by both phone and e-mail.Dealing with delays in the Emergency Service Control rooms.Ensuring faults are reported immediately to the relevant helpdesk.Delivered Lead Operator training.Answered 999/112 calls for the Republic of Ireland and connected these calls to the Emergency Service requested.Ensured the correct procedure was applied on each call.Provided quality mentoring to all new agents, including working with them on an individual basis and in larger groups, answering questions, providing feedback and identifying training opportunities.Tested all internal systems, ensuring all calls were connected to the relevant control rooms.Bord Gáis Energy: Electricity Outbound Sales: 2009 – 2011Consistently achieved daily sales targets within a team environment on several gas and electricity products.Assisted in the creation of new scripting and problem solving in presentation of products.Supervised and trained new agents. Monitored and increased confidence level of new trainees.Won back clientele for Bord Gais who had left the company for another service provider.

East Point Business Park, Dublin 3

TalkTalk Outbound Business Sales / Residential Customer Care: 2008 – 2009Sold phone and broadband products exclusively to business customers.Achieved rapport with existing residential and business customer base.Reduced customer grievances with service they were receiving.Educated customer base on new products and tariffs versus those of competitors, providing savings to customer base.Third Party Verification: 2008Acted as Third Party Verification for new customers of “BT UK and Ireland”, “DigiWeb”, “Magnet Telecoms”, “TalkTalk” and “Pure Telecom”.Acted on behalf of “Ulster Bank” in relation to Credit Card applications and Current Account/Mortgage Switcher promotions.Arranged appointments for advisors to contact customers in relation to their banking queries.Arranged appointments on behalf of “First Active” customers for Personal Loan queries, Regular Savers Account queries and for advisors to respond quickly to these queries.Bord Gáis Energy Supply Customer Care: 2007 - 2008Established rapport with existing residential customer base.Reduced customer grievances with service they were receiving.Provided up to date communication with particularly distressed customers.Assisted with payments of bills in various ways such as creating direct debits, taking debit/credit card information and re-issuing bills.Educated customer base on new products and tariffs, providing savings to customer base.

Eircom, East Point Business Park, Clontarf, Dublin 3

My role here was as a Broadband and Dial-Up Customer Service Executive for eircom.This included answering customer queries by phone and e-mail, advising on troubleshooting, assigning technicians to fix faults and replacing hardware.