Conor Flannery Email and Phone Number

• Built and developed a team of data analysts responsible for a crucial reporting and insights function, measuring key activities across the business's commercial divisions. This includes reporting on all customer segments—Business, Consumer, and the 3Plus loyalty program—while also analyzing the performance and impact of our Engage customer BTL campaign platform.• Led, coached, and inspired my team to deliver top-tier reporting and insights, cultivating a culture centered on empowerment, ownership, and accountability.• Collaborated cross-functionally with peers in Finance, Propositions, Marketing, Digital, Sales, and Customer Care to create a unified approach to performance measurement, demonstrating how Three's initiatives influence our key KPIs: Churn, Sales, and Margin.• As the key reporting team within the Commercial department, I oversee the generation of insights and data that drive critical strategic decisions at the director and head-of-function levels. However, the Impact Measurement team goes beyond reporting—we play an integral role in shaping the CVM & Commercial strategy of Three.• With numerous internal stakeholders relying on us daily to meet their objectives, it is crucial that we provide regular analysis, forecasting, and trend insights to empower them in implementing revenue-generating or cost-saving initiatives.• I have nurtured and strengthened relationships with teams such as Digital, Assisted and Unassisted Care, contributing to the development of a roadmap for the Consumer Retention Experience strategy by seeking collaboration and input from all stakeholders.• Additionally, I am actively engaged in the development of the Engage BTL Campaign Platform, offering expertise in data analysis, journey design, process improvement, and platform knowledge. I also work closely with external partners to ensure best practices and enhance our comprehensive reporting suite.

• I was accountable for the end-to-end management of all Opex expenditures within Three Ireland's Customer Service Centers. This included forecasting, performance reporting, recommending viable budget adjustments to management, and closely monitoring all Opex spend.• I collaborated with Transformation, Resource Planning, and Operations teams to execute the Opex Challenge, ensuring timely delivery of savings and alignment with budget targets.• I acted as the primary liaison with Finance to ensure accurate tracking and management of the directorate's budget and contributed to the development of reporting on alternative funding methods.• Additionally, I served as the point of contact for all Opex requests within the directorate, conducting cost/benefit evaluations to ensure optimal resource allocation.

Program Manager of Customer Experience Program, involving project managing simplification & optimisation initiatives across Customer journeysProviding Analysis, Reporting & Support to various Business units to develop opportunities and managing risks of integrating new processes & procedures.Customer Care representative on the projects introducing new Product/Service, ensuring customer needs are met by suggesting, creating & directing the Project teams to create solutions with the customer at the forefront.Project Manager on various revenue generating & cost reduction projects, such as Customer invoice adjustment reduction project which lower invoice adjustments by €1.6m annually

• Identified projects to deliver to our Call Reduction targets, analyzing each to determine the root cause, before proposing and managing the implementation of those solutions. Successfully delivering a 15% call reduction year on year.• Developed solutions on a Call opportunity v investment basis. Using the Six Sigma methodology of Define, Analyse, Measure, Improve and Control for each project to ensure the measurement and delivery of the best results.• Worked cross functionally to develop opportunities and managing risks of integrating new processes & procedures.• Managed relationships with Vendors implementing new Customer Service solutions such as Text & Mobile Chat.• Customer Care representative on the projects introducing new Product/Service, ensuring customer needs are met by suggesting, creating & directing the Project teams to create solutions with the customer at the forefront. • Designed & deployed service solutions for the Call Centre to handle customer queries on the new product/service

• Effectively lead and proactively coach and develop team.• Drive and motivate team to deliver an excellent customer experience.• Set, measure and review the key performance indicators for team members through formal and informal feedback mechanisms• Proactively develop and grow value added customer care in team • Takes responsibility for customer issues in terms of pressing for prompt closure, escalation and efficient problem resolution• Identifies issues and service improvements and advise relevant area • Drives commercial offerings and develop commercial awareness within team• Continuously assess own and agents training needs and take responsibility for training/coaching activities to meet these needs.• Proactively support my manager and colleagues• Assist in recruitment drives for customer care and my department.• Proactively keep up to date on all new procedures, products and information.• Act as a point of reference and technical assistance for team members • Support other areas in accordance with Business needs