Aveen Chadwick Email & Phone Number

County Meath, Ireland

Remote

Reporting Point of Contact between Client (Microsoft) and EMEA Contact Centres;Responsible for delivery of all weekly, monthly and quarterly EMEA reporting to the Client:*Service Levels, *Incident Volumes, *Customer Satisfaction, *Headcount, *SocialsPoint of contact between Global Client and 5 European sites for monthly Invoice production and submissionDelivery of Global reporting of monthly infrastructure usage, bandwidth and outages.Point of contact between sites and Programming Team for all amendments to telephony reporting for existing and new campaignsReporting point of contact for new project implementationsEscalation point for site-based Business Analysts for any database or applications issues.

Bray, Co.Wicklow

Telephone Account ManagerJoined AVAYA Achievers’ Club with 117% to target ($1.5m) achieved for 2000/2001Managed growth in Account base from 25 to 50 AccountsManaged Customer orders to completion, from pricing, quotation and proposal preparation through order tracking and project implementation.Optimised and coordinated in-house resources for each opportunity and project.Channel Account ManagerManaged three of AVAYA’s Business Partners, year to date number achieved against a target of $1.75 for 2002/2003Worked with Business Partners to complete (i) Business Plans(ii) Service Level Assessments and (iii) Product Authorisations. Improved Sales Teams take-up of AVAYA Solutions against competitor offerings through presentations, incentive programmes and additional training.Acted as an escalation point for the Business Partners, solving day to day problems around pricing, discounts, orders, deliveries, certifications and the provision of AVAYA resources.

Chester, United Kingdom And Dublin, Ireland

Bank of Scotland Group, Chester and Dublin (1994 to 2000)Assistant Manager, Operations (1999 to 2000)Formalised management information output, reporting on individual and team activity and performance, as well as exception reports, channel activity and FTE analysis.Assessed the effectiveness of Marketing campaigns, combining telephony data with paid-out business results.Supervised the Direct Financial Services Customer Services Team, having responsibility for Customer escalations and compliance. Secondment to Dublin for Call Centre Start-up (1996 to 1999)Accepted an offer of a six-month secondment, to supervise a new Direct Sales Team.Assisted in the development of the Call Centre infrastructure by establishing user requirements, testing and implementation of telephony, database applications and new banking software.Grew Direct Sales Team from 4 to 10 Agents over a three year period and managed business growth from c£250k to £1,100k.Outbound Telesales and Sales Training, Chester (1994 to 1996)Sold personal loans and credit insurance to new and existing Customers; after 12 months I was chosen for a Fast Track Management Programme.Transferred to the Training and Development Unit, working with teams of new Agents.Managed a team of 8 Agents in the Birmingham Midshires Building Society Unit with responsibility for daily, weekly and monthly targets, sales coaching and appraisals.

Bbs, Marketing & French, 2.1

Activities and Societies: Equestrian Society

Education record