Darragh Mcmahon Email & Phone Number

Ireland

Director for multimillion $ client portfolio. Strategically planning and execution on initiatives to enhance profitability, productivity and efficiency throughout contact centre operations.Responsible for Business Development and Sales into some of the world's top brands in technology & Consumer Electronics. Governance of Account Management and Operational Service Delivery teams as well as cross functional work groups including Business Process Improvement.Key focus on continuous improvement.

Brussels Area, Belgium

Senior Manger in driving account management through defined KPI management Communication with key stakeholders ranging from the outsourced delivery partner to a wide range of SONY stakeholders in sales, marketing, after sales and engineering field.Headed up both a virtual and local team of managers.Defining the SONY Quality Management strategy Budget responsibility for multimillion euro department.

• Responsible for over 300 agents across the Audio Visual & IT sector within the EMEA region• Lead a team of 6 Regional Resources • Strategic Consulting with Senior Management, including business plan & strategy for future development and growth• Key role in setting up a new contact centre in Cairo, Egypt

•Motivated and lead a multi-lingual team of agents to ensure that service levels are maintained through use of internal call data system and bi-weekly one to one meeting•Defined work objectives and conducted performance appraisals for team•Recruiting new employees to the company including filtering CV’s, telephone interviews & onsite interviews.• French team won two awards (Tech City) in 2006 & 2007 for the client we represented. •During my time at Sykes I have completed internal courses as part of my development. These include -:•Disciplinary -This course set out a structure on how to deal with disciplinary matters. It qualified you on how to judge the seriousness of the incident and the correct procedure to follow.•Appraisals -The objective of this course was to improve overall performance of an employee & the company by means of specific feedback and goal setting to employees•Time Management -This is designed to ensure that the maximum amounts of tasks are completed in the minimum of time. This course also helps to prioritize what tasks need to completed and when•Situational Leadership -This course gave a structure on how to adapt a management style for different situations & personnel

• Ensured adherence to the Quality, Account and Company Operating Instructions and Procedures as part of a multilingual team• Worked with client teams in documenting policies and procedures as appropriate and developing improvement in services delivered• Provided training to individuals or Groups, when required and updated training records• Performed audits (ISO) on various company activities, and ensure actions are implemented

Graduate Diploma, Software Localisation

Activities and Societies: Football,Areas covered: •Software Quality & Localisation •Language Engineering •Programming Global Applications.

Diploma, Management

Areas covered - Management Principles - Marketing & Sales Management - Human Resource Management - Communication Studies - Interpreting.

Degree, Economics & French

Activities and Societies: Football•Majored in Economics & French •Also studied History, Law & Sociology •Final Year Project Title was “.