Christopher O Reilly Email & Phone Number

County Dublin, Ireland

Currently studying year 1 of the ATI Accounting Technicians Ireland in Tallaght training center.

County Dublin, Ireland

I am working for Convergys as a Team Leader leading a team of 20+ agents for the largest British telecommunications service provider. Ensuring Customer commitments are met on time. Ramp-up contract experience with HR responsibilities involved. As a leader supporting the team though various stages of team formation with and without previous call centre experience. Ensuring the compliance of telecommunication regulator, client and customer service is delivered at the highest level. Working closely with operational and quality metrics and with strong focus on quality and effort of customer service and NPS (Net Promoters Scores).Responsibilities,Team Leader:• Timekeeping and attendance• Team huddles, presentations, activities• Coaching and recognizing behaviors as a drivers of metrics• Formation of a new team (20 – 25 agents) – motivation, recognition, support• Product expert – technical support of team, product and system knowledge• Quality support – quality of customer service, coaching based on customer feedback, call listening and evaluation, delivering constructive feedback• Performance support plants – recognizing the areas of improvement• Dealing directly with customer escalations, high level escalationsHR:• Interview process, role-plays, interviewing candidates • Induction, new hire classes• Probation reviews• Probation review\Disciplinary meetings• Implementing and following up with HR policies and proceduresOperational:• KPI’s (Voice of Customer (CSAT), Customer effort, Issue Resolution)• Monitoring various telephony metrics (Average Talk Time, Average Handling Time, Hold tome, Inbound/Outbound talk time, etc.)• Interval adherence (Start time, Breaks, Lunches, AUX code usage in AVAYA or SNOM phone systems)• Working Closely with RTA’s and RTA command center

Galway

• Coordinating the quality review process for the Customer Support department, including outsourcing partners.• Defining quality standards and reviewing procedures to ensure efficiency and effectivenessReviewing and analysing data incident surveys to gain a big picture view of all issues and how they affect support and customers• Holding weekly quality control meetings with all teams and working with team heads to support and mentor team managers in support policies, procedures, and quality as needed• Grad bay training and quality reviews for new product releases and process reviews.• Liaising with Process and Analytics to identify and drive changes to improve quality across all sites based on customer impact reports• Working with the training and development team to identify performance issue and ensure new training is rolled out accordingly

Galway Ireland

- Leading and motivating a team of up to 16 CSRs to achieve KPI targets through effective objective setting, monitoring of performance and provision of regular coaching and development.- Manage team performance in customer satisfaction, workload and efficiency to meet or exceed departmental goals.- Completion of regular 121’s, Provide regular employee feedback, both formally and informally, direct seniors in providing coaching within the team, performance review and absence management meetings.- Promotion of a team focused environment with a strong emphasis on the delivery of top class Customer Service.- Take ownership to provide clear documentation on the method & outcome of all coaching efforts & disciplinary actions for each member.- Participation in relevant HR matters including staff recruitment.- Development and management of relationships with key business stakeholders- Identify employee training needs and supports development of training programs.- Identify new or emerging customer needs based on player and employee feedback.- Assisting with suicide threats, terrorist alerts and real life threats.

• Created an intense performance environment and exhibit a driven leadership style, that ensured key financial, operational and quality metrics were consistently achieved.• Monitored and developed agent performance, Setting measures and reviewing KPI’s• Promoted 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• Ensured accurate and timely communication of any client/campaign issues to Operations Manager.• Applyed effective time management skills with the ability to organize and prioritise to deliver key objectives.

Education record

Education record