Bryan Hogan Email & Phone Number

Ireland

● Management of a remote team of highly skilled Client Support Specialists ● Management of staff across a wide range of sectors from client onboarding to compliance ● Ensuring regulatory compliance through KYC, AML, OFAC and sanctions watchlists checks● An integral part of industry best, globally renowned client support department ● Drive individual and organisational targets, standards and processes to ensure the continued success of Krakens products and mission● Analysis of team performance to senior management. ● Record team and individual performance standards with a focus on performance and knowledge improvements ● Responsible for the recruitment of new team of client engagement experts to coach and mentor under performing specialists. ● Process & change management

Dublin, Leinster, Ireland

● Management of a remote team consisting of 30 staff based throughout Ireland and the EU ● Management of staff across a wide range of campaigns to generate HQL opportunities for IT companies including many Fortune 1000 clients ● Drive individual and organisational targets, standards and processes to ensure the continued success of IDG Direct’s product and services ● Analyse and report On-demand and lead generation campaigns to the sales and marketing stakeholders ● Analysis of team and revenue performance to senior management. ● Devise incentives to boost team morale and achieve campaign targets. ● Evaluate and analyse campaign performance and report to campaign managers ● Record team and individual performance standards with a focus on performance improvements ● Responsible for the recruitment of new agents through both internal and outsourced channels and agencies

County Dublin, Ireland

● Perform quality checks on leads generated by the contact centre team ensuring that information is completed, data meets the requirements of the campaign, correct lead templates are used, and lead reports are supplied in a timely fashion ● Liaise with contact centre team members and proactively make suggestions to improve workflow ● Provide regular 1:1s and group quality assurance sessions to contact centre agents. ● Call monitoring to ensure quality standards are adhered to ● Single QA point of contact for any escalations from campaign managers ● Issue resolution activities as a result of potential escalations from campaign managers. ● Identifying and implementing new training initiatives to address and improve lead quality ● Coordinate Training and Development modules ● Focus on the up skilling of over 40 multi-lingual IT Telemarketing Agents ● Specialist in BANT-Sonar Campaigns and objection-handling ● Conducting group sessions and one-to-one coaching

County Dublin, Ireland

● Business-to-business (B2B) professional calls to the International and US markets ● Generating business contacts for strategic clients such as IBM, Cisco, Citrix, Fujitsu, HPE, VMWare, Dell, Microsoft, etc ● Representing and branding IDG services be engaging with to prospective clients in a business development role ● Achieving/exceeding individual daily, weekly and monthly targets and meeting KPIs. ● Researching and building customer interest in the services and solutions available ● Gathering and recording accurate client information and updating CRM. ● Mentored new hires as part of my professional development initiative

Dip, Project Management

Education record