Ciara Mchugh Email & Phone Number

Cork, County Cork, Ireland

Cork

Propose and implement standardisation for customer service processesSupport Business Improvement Projects / initiativesRespond flexibly and empathetically to customer needs, managing their expectations effectively. Generating reports and tracking KPI’s on a regular basis and communicating performance trends to senior managementWork collaboratively with Supply Chain, Engineering, Manufacturing, Sales and Finance to help maximize sales effectiveness. Customer focused - meet demanding customer delivery requirements in terms of responsiveness, lead-time and informationCo-ordinate weekly business calls with Key Customers to discuss their requirements and ensure optimal customer service levels are achievedOrder Management – manage, track and resolve disputes

Cork

Worked on the Online Billing team where there were over 100,000 Online Billing customersDealt with customer queries on a daily basis by email and by phoneTrained members of the team on the use of the Online Billing application and the background knowledge of Online BillingCarried out weekly coaching sessions with team members.Responsible for the daily, weekly and monthly reporting for this online serviceCompleted back office administration work on a daily basisPoint of contact for other departments within the company regarding any Online Billing issues or queries they may have hadDealt with any and all complaints from customers by phone and by emailResponsible for the testing of any changes that arose within the Online Billing application. This involved the gathering and imputing of data within the back office SAP system and back office online billing system. Ensured targets were met for our customers and within the business.In 2011, I was asked by my manager to move to Head Office, Electric Ireland in Dublin for approximately three weeks to launch the Gas Pilot Project for Electric Ireland. This involved the switching of approximately 100 Gas customers to Electric Ireland. Reports were completed and testing was carried out to ensure that there were no system/technical errors.Managed the Gas Email mailbox and responded to any complaints/queries that customers may have had on a daily basis.At the end of the three week period I was asked to join the Web Team where I worked for 4 months re-designing the website for Electric Ireland and rebranding the site from ESB Customer Supply to Electric Ireland.