Con Kearns Email & Phone Number

County Cork, Ireland

• Management of Service Delivery Managers
• Implementation and achievement compliance and audit requirements
• Coordinate change management process and change requests
• Design, document and implement service delivery processes
• Regular and accurate management and operational reporting
• New business development and proposal creation

• Leadership & management of 3 diverse multisite, multinational & multilingual operations in EMEA. Led operation through overnight transitions to a remote workforce, the DELL VMware spin off, transition a public company.
• Global recruiting top talent, across 8 countries, hiring & developing, managers & engineers, building strong on-site & remote high performing teams.
• Delivered best global CSAT & Service escalations scores, shared best practices across GS & fed into a global quality initiative increasing global CSAT scores by 5%.
• Restructuring, retaining talent, keeping attrition levels below 6% and achieving Operational OKR’s and KPI’s through multiple transitions & changes.
• Coach & mentor team members & managers to empower high performance teams.
• Establish & exceed organizational KPIs & OKRs, through multiple change cycles.

County Cork, Ireland

• Restructured EMEA weekend activities across Cork, Cairo & remote across all business units, by standardizing processes, scheduling, reporting & escalations handling. Standards & methodologies set in EMEA, set the.
• Increased cross functionality to reduce staffing levels required on weekends by 9%, reduce customer delays by increasing responsiveness.
• Leverage the talent of the teams to consistently increase performance, development & productivity.
• Collaborate with support teams, engineering, operations & customer success to exceed SLA’s.
• Ownership VMware Infrastructure Support Operations throughout the EMEA region.
• Enterprise & commercial customer collaboration at all levels in escalated situations.

County Cork, Ireland

• Establish, develop & grow relationship with my dedicated global Technical, Financial, Commercial, Telecoms & Partner accounts as well as internal and external stakeholders to ensure account renewal, development &.
• Communicate continuously, resolve quickly, overseeing & optimizing support with a 1 VMware approach.
• Collaborated with global teams to ensuring & drive best-in-class Customer Experience & resolutions.
• Provided business critical technical support leadership, across multiple customers & sectors.
• Trusted advisor, supporting & driving resolutions for internally & external stakeholders.
• Demonstrated strong leadership, communication, planning, & organizational skills.

County Cork, Ireland

• Managed ramp up & ramp down of Irish Waters National program for Domestic & Non-Domestic billing.
• Grow client relationships across multiple business areas, delivering customer milestones & targets.
• Designed processes for National programs, to provide customers, client & staff proactive support.
• Drove quality & service levels to reduce & resolve all issues for customers & client.
• Led management & customer engagement, escalations, MBR’s, QBR’s annual reviews.

Cork

• Set up & launched the National program of Domestic & Non-Domestic Billing Services for Irish Water.
• Ownership of client relationship including invoicing, budget, setting & delivering on targets.
• Recruited & developed Operations, Management & 463 advisors & temporary staff.
• Responsible for Customer Service, Mailroom, Billing, Payments & Escalations.

Cork

• Managed multiple operations, BT, Consular Services, Aviva and Sky Ireland.
• Managed 10 sales, retention & outbound teams, setting record of 74% for highest retention rate globally.
• Re-structured Sky Ireland operation, to launch Sky Broad-Band, exceeding all sales launch goals.
• Transitioned Aviva through start up, over 200% growth as BUPA withdrew from Ireland to multi-BU account, which included spinning up an offshore claims operation.

Cork, County Cork, Ireland

• Led the BT sales team, which diversified into a multi-functional team supporting 8 accounts.
• Following the Tsunami in 2004, scaled the Red Cross Operation from 3 to 80 FTE.
• Managed 3 consular teams for British Foreign Office for North America & EMEA.

Diploma, Private Medical Insurance, Honours

Master'S Degree, Tefl

Activities and Societies: Ran the International society in UL for two years. Organised monthly trips & excursions for up to 107 students.

Arts, History, Anthropology, Medieval Irish Studies., 2:1

Activities and Societies: Celtic society, Kayaking club and Outdoor club

Leadership And Development, Coaching, Fetac Level 6, Ongoing