Conor Farrell Email & Phone Number

County Dublin, Ireland

Dublin

Wholesale IT Support (Broadband) – Third Level Support: September 2015 - PresentDuties include dealing with Broadband issues for Wholesale Customers on the following: • eFibre, Bitstream & LLU Broadband Support and Fault Logging• Port Swaps• LLU BB Orders, Resolving faults within agreed SLA• Daily/Weekly SLA Fault Reports to Senior Managers & ShareholdersWCC Wholesale Customer Care - Second Level: April 2014 to September 2015:• Providing second level support for all BT Ireland Wholesale Customer contacts • Log, diagnose and resolve incidents within target times• Challenge end to end process failures

Dublin

British Telecom: PDST Service Desk. August 2006 – Present: PDST (Professional Development Service for Teachers) is a Government service contracted to BT to provide technical support to schools nationwide.Main Duties:Providing First and Second Level customer support to schools for broadband and related issuesTroubleshooting first line Modem, Cisco Router, LAN, WAN, DHCP, Port Forwarding and Web Hosting Liaising with End User, Service Providers, Network Managers and Onsite Engineers

Dublin

Office Depot: Contact Centre Team Manager - Dec 2003-Aug 2006:Office Depot is a leading global provider of office supplies and services.Main duties:Interviewing, Recruiting, Inducting and Training StaffMonitoring, Reviewing, Coaching and Motivating StaffOrganizing Shift Cover, Duties, Breaks, Holidays and Pay DetailsTaking Escalated Managers Calls, Complaints and QueriesChairing Team Meetings, Attending Management meetings and conference callsEnsuring Monthly Individual, Team and Department Targets are metWriting Reports and StatisticsAs Team Manager I was directly responsible for a team of 14. Under my supervision my team consistently exceeded targets for Office Depot’s upsell business as well as consistently exceeding the teams personal KPI’s. I also was involved in the implementation of a new Talent Programme introduced for the development of staff. This involved coaching and training candidates through various managerial tasks. As a direct result of this programme one of my team members was promoted to Team Manager. Our site location was used as the trial location for a new Warehouse Management System (WMS). I was part of the project management team implementing this new system. This was subsequently rolled out to many other major sites around the world

Dublin

Contact Centre Team Leader - Feb 1996-Dec 2003: As Team Leader my duties included all of the aforementioned Office Depot duties and also the following:Reviewing Content, Marketing Strategies and Devising New Products.Additional Achievements:I was appointed Team Leader of a pilot Sales team. Similar teams were set up in other Buy & Sell branches as a direct result of my team’s success. I was subsequently appointed Sales Trainer for all Buy & Sell offices ( Dublin , Cork and Belfast ).