Barry Higgins Email & Phone Number

Ireland

Leading our International Technical Support Specialist team in Greenhouse. This awesome team serves customers across APAC, EMEA and North America. Our goal is to collaborate with you to resolve your challenges, allowing you to focus on hiring the right people for the right roles at the right time.

Leading and mentoring a group of team leads in their day to day operations. Guiding teams towards higher performance, quality expectations, and advocating for a philosophy of continuous improvement. Liaising with senior stakeholders in US, India and Ireland to promote service improvements and manage projects, involving quantitative analysis, innovation and.

I represented my account in a global initiative driven by senior leadership to enhence ideation and drive new innovations across our multiple operational accounts. My proudest contribution was ideating a culture manifesto for my whole Accenture Client account which has over 30,000 people. This project is currently being developed by our strategy.

Managed performance for a team of SMEs who specialised in product knowledge, process excellence and escalation quality. Managed high value customer escalations to ensure positive interactions and outcomes.

Managed a team of 15 CS agents who specialised in Chat, Email and Phone. Oversaw the overall metric performance for our UKI market which had up to 100 agents. Ensure team members are happy, effective, and growing in their career and new work experiences. Analysed customer data to make informed decisions about changes to the team, shift scheduling and.

I was a Subject Matter Expert in Escalation Quality and Product Knowledge across a vast range customer issue reasons. Provided live support to agents to ensure the best possible service was provided. Oversaw the projects escalation quality and reporting directly on the inbound escalation volumes.

I was a high performing UKI CS agent who specialize in handling customer issues via Chat, Email and Phone. Consistently achieved targets through hard work and dedication.

Batchelor Of Business (Honours) In Management, Business Management, Awarded 2.1 Honours Degree

Leaving Certificate

Second level education