End to end management of campaign delivery in key markets including US, Latam, EMEA and APAC. Responsible for timely delivery of 4000 leads generated from 400 campaigns daily to clients. Developed and implemented new KPI structure for organization, which has resulted in a 100% increase in productivity across all departments. Responsible for recruitment of multilingual candidates covering several time zones. Support with development of new HR processes to improve efficiency and retention rates. Previously managed 7 in-house teams consisting of 180 team members. Developed and currently managing new remote worker program for organization which has 75 staff across Ireland and is forecasted to grow to 50% of the overall business. Head of US Division which covers 66% of activity carried out in IDG Direct. Developed new employee engagement program to recognize and reward positive agent behavior which has had a positive impact on churn rate of employees. Established new lead generation process which has increased the organizations turnover by 60% in 2019. Supported with creation of new Sales Development Team which offers an extension to existing companies’ sales teams to increase their own sales figures

Management of 25 customer care agents in high paced call centre environment. Responsible for case escalations and customer complaints in department. Developed new complaint screening process which reduced customers SLA by 50%, also reducing the overall volume of complaints received. First point of contact for any complaint sent directly to the CEO. Subject matter expert for fibre product and main point of contact for various other departments in the organization throughout offices in Dublin, Cork and Limerick. Developed tier 2 escalations team to help improve companies first call resolution rate and CSAT scores. Established close the loop process to reduce volume of repeat callers. CSAT and sales ambassador for department