Christopher O Reilly Email & Phone Number

• Leading and motivating a team of Tier 3 CSRS / SCSRS through setting clear and achievable objectives in line with global goals and strategies.• Supporting the development and career growth of my team with continuous feedback, monthly 1to1’s, weekly feedback sessions, and MyGamePlan objective reviews.• Promoting the Bioware ethos of a team environment with a strong commitment to our customers. • Providing feedback to my line managers on current policies and procedures which may require streamlining in line with current business needs. • Liaising with relevant departments in relation to escalated cases with a view to resolution.• Troubleshoot and handle the most complicated and sensitive of customer inquiries.

Dublin

• Create an intense performance environment and exhibit a driven leadership style, to ensure key financial, operational and quality metrics are consistently achieved.• Monitor and develop agent performance, Setting measures and reviewing KPI’s• Promote professional and personal development of individual team members by administering timely and appropriate performance evaluation, training and coaching interventions and career opportunities in accordance with internal policies and procedures.• Direct involvement in recruitment and ongoing skills development for all customer service agents• Ensure accurate and timely communication of any client/campaign issues to Operations Manager.• Applying effectively time management skills with the ability to organize and prioritise to deliver key objectives