Bridget Heffernan Email & Phone Number

Waterford, Ie

- Lead and mentor the IT team for a high-performing contact center.- Set clear objectives aligned with overall business goals, adjusting as needed.- Foster a collaborative culture, encourage continuous learning among IT staff.- Conduct evaluations, identify training needs for team enhancement.- Manage IT infrastructure for smooth system functioning.- Ensure optimal contact center system performance and efficiency.- Lead IT projects aligned with business needs… Show more - Lead and mentor the IT team for a high-performing contact center.- Set clear objectives aligned with overall business goals, adjusting as needed.- Foster a collaborative culture, encourage continuous learning among IT staff.- Conduct evaluations, identify training needs for team enhancement.- Manage IT infrastructure for smooth system functioning.- Ensure optimal contact center system performance and efficiency.- Lead IT projects aligned with business needs, collaborating across departments.- Enforce security measures, ensure compliance to protect customer data.- Proactively monitor system performance, resolve issues for optimal response times.- Plan strategies for uninterrupted operations during emergencies.- Collaborate with vendors for cost-effective solutions.- Stay updated with latest tech to enhance customer service.- Establish IT policies, educate employees on best practices.- Provide technical support and training for optimal performance.- Work across departments to understand and support IT needs.- Analyze metrics, improve customer service delivery.- Design strategies for new technologies like AI and automation.- Assist in budgeting, propose needs for new systems/technologies.- Align IT solutions with short and long-term business goals.- Ensure compliance with call recording and monitoring regulations.- Oversee CRM integration for optimized workflows.- Manage telephony systems for efficient call handling.- Implement tools for tracking KPIs and generating reports.- Develop scalable IT infrastructure for contact center growth.- Tailor technology solutions to support client goals. Show less

Waterford, County Waterford, Ireland

Work with Clients to;o Be an advocate for the systems & technology o Identify, define and document use caseso Drive adoption of best practice by the clientso Work with Clients to define and document business logico Build out appropriate Bot & automation solutionso Identify used system integration optionso Drive adoption and onboardingo Report on quality, ROI, effectiveness etcWork with Engineering teams to;o Align roadmaps for supporting feature &… Show more Work with Clients to;o Be an advocate for the systems & technology o Identify, define and document use caseso Drive adoption of best practice by the clientso Work with Clients to define and document business logico Build out appropriate Bot & automation solutionso Identify used system integration optionso Drive adoption and onboardingo Report on quality, ROI, effectiveness etcWork with Engineering teams to;o Align roadmaps for supporting feature & functionality development for both attended (agent driven) and unattended (automated) customer service systemso Oversee support teams when required to resolve any issues with internal systems as part of the integrationso Plan & schedule any required custom development or configurationo Engage additional development and automation consulting as neededWork with vendors to;o Manage vendor relationshipo Review and validate billing etco Engage support as required to resolve any bot related issues Show less

County Waterford, Ireland

County Waterford, Ireland

• Resolve and Respond to IT Tickets and Access Requests while maintaining SLA's and KPI's.• Maintain Asset Register on Spiceworks.• On site telecom support of Avaya Platform.• Remote desktop and laptop support to American clients for Citrix.• Editing and maintaining Active Directory.• Troubleshooting and repairing systems, including; servers, PC's, phones and printers.• Management and deployment of Group Policies.• Expanding IT Infrastructure by adding PC's, phones… Show more • Resolve and Respond to IT Tickets and Access Requests while maintaining SLA's and KPI's.• Maintain Asset Register on Spiceworks.• On site telecom support of Avaya Platform.• Remote desktop and laptop support to American clients for Citrix.• Editing and maintaining Active Directory.• Troubleshooting and repairing systems, including; servers, PC's, phones and printers.• Management and deployment of Group Policies.• Expanding IT Infrastructure by adding PC's, phones and printers.• Management of Symantec Endpoint Encryption 12 Antivirus, Symantec Backup.• Helped obtain and upkeep the ISO 27001:2013 & ISO9001 as member of the ISMS team.• IT team member for on boarding and set up of many new campaigns and projects.• Involved in the roll out of the upgrade and full desktop virtual end solution of the call centre.• Maintenance of a Hyper V cluster.• Maintenance of Webmarshal Proxy Server, setting up and editing access rules and groups.• Microsoft Server 2008, 2012.• TeamViewer.• Obtained Pitman Training Certificate for the Network+ N10-006.• Obtained Lean yellow belt.• Obtained Manual Handling Certificate.• Currently studying for CCNA via Pitman Training. Show less

County Waterford, Ireland

• HTML5.• CSS.• Javascript.• Bootstrap.• JQuery.• MySQL.• AWS.• Node.js / Package Manager.• Git.• PHP.• Bonfire.• Adobe Illustrator.• Adobe Photoshop.• Prototyping.• Mobile App Design.

County Waterford, Ireland

Within this role, I provided technical support for a client of the company, who were a large mobile telecommunication and internet provider with almost 2 million customers. I worked for the business customer section.Roles• Process and deal with information pertaining to Full Mobile Number Portability.• Process Sim Card Swaps for Lost/Damaged sim cards.• Diagnose and resolve technical hardware and software issues including, but not limited to, the following; •… Show more Within this role, I provided technical support for a client of the company, who were a large mobile telecommunication and internet provider with almost 2 million customers. I worked for the business customer section.Roles• Process and deal with information pertaining to Full Mobile Number Portability.• Process Sim Card Swaps for Lost/Damaged sim cards.• Diagnose and resolve technical hardware and software issues including, but not limited to, the following; • Internet connectivity. • Email. • SMS. • MMS. • Coverage. • Call Quality. • Sim Swaps. • Incomplete/Failed Ports. • Network Locked Phones. • Puk Unblock. • Black Listed Devices.• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;• Gather customer’s information and determine the issue by evaluating and analysing the symptoms.• Research required information using available resources.• Follow standard processes and procedures.• Identify and escalate priority issues per Client specifications.• Redirect problems to appropriate resource.• Accurately process and record call interactions using a designated software ticketing system.• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.• Organise resolutions and communicate concisely to listeners.• Follow up and make scheduled call backs to customers where necessary.• Stay current with system information, changes and updates.• Stay current with all consumers leading rated devices and technologies. Show less