Manages Technical Product roadmaps of components supporting Mobile Platform which includes but is not limited to the following list:• 3GPP Mobile Core nodes such as MME/AMF, SPGW/SMF/UPF, SDM, PCRF/PCF and associated protocols • Mobile 4G/ 5G network and other software related portfolio like IMS, Vowifi, VoNR, NEF • Network and Application security • API communication • IP switching and routing protocols • NFV/SDN, Network function Virtualisation, container deployment and technology • Ensures maximum value of technical components is delivered from VMIE business drivers, and at the same time drives continuous improvements and innovation initiatives on the same components. • Owns Tier-4 support of technical components, serving as escalation point when required. • Supports Solution Management, and Technology Architecture in solution requirement analysis (HLA, CRs) • Participates in epic / feature refinements led by POBAs that impact technical products / components • Manages PI resource allocations, as per Technology Delivery business-demand • Engages in Technology Delivery planning and execution meetings (e.g. PI feature presentation, SoS) • Assists Technology Delivery in component releases go-live planning and operational readiness • Ensures that 3rd party teams (development, support) have all they require (e.g. applications knowledge) and plays an active role in partners KPI management • Support the different integration models. Example: Roaming integration for Data, SMS and VoLTE with partners

• Manages Technical Product roadmaps of components supporting service assurance which includes but is not limited to the following list: • Responsible for Legacy CRM service assurance stack, FCAPS & Incident Management systems• Ensures maximum value of technical components is delivered from company business drivers, and at the same time drives continuous improvements and innovation initiatives on the same components. • Owns Tier-4 support of technical components, serving as escalation point when required. • Supports Solution Management, and Technology Architecture in solution requirement analysis (HLA, CRs) • Participates in epic / feature refinements led by POBAs that impact technical products / components • Feeds into management of PI resource allocations, as per Technology Delivery business-demand • Engages in Technology Delivery planning and execution meetings (e.g. PI feature presentation, SoS) • Assists Technology Delivery in component releases go-live planning and operational readiness • Ensures that 3rd party teams (development, support) have all they require (e.g. applications knowledge) and plays an active role in partners KPI management

•Lead SAFe Release Train Engineers on a significant Virgin Media IT programme. Oversee the delivery through all product workstreams and squads through close collaboration with all delivery leads, scrum masters and RTE’s.•3rd Party Partner management, governance and monitoring. Manage and guide deliveries from multiple 3rd Party Partners through Fixed Price and Time and Materials contracts.•Dependency tracking and management. Ensure there is appropriate visibility and progress on all programme dependencies and risks.•Guide Technical Project Managers, System Integrators, and QA Analysts on day-to-day priorities ensuring all deliveries are on time, in budget and meeting Virgin Media’s high QA standards•Manage and run SAFe and Agile ceremonies including PI Planning for multiple value/product streams involving multiple feature and component teams.•Ensure Quality Assurance governance is in place, working with QA 3rd party partner on test resources planning to ensure availability QA resources throughout work streams lifecycles•Engage with Release Management team as Demand Management focal point, to ensure releases deployment processes are followed rigorously and in a timely fashion.•Work with Operations and Infrastructure teams to ensure all physical resources and environments are available as and when needed•Guide and deliver integrated solutions on time and within budget by applying proven delivery methodologies including SAFe, Agile, Hybrid and Waterfall.•Work with PMO, Business, Architecture, and Development units to review initiatives requirements, designs, and target deployment schedules to plan these into Delivery and Quality Assurance demand and pipeline.•Define, monitor and report on technical scope, goals, delivery milestones and deliverables that support business goals in collaboration with 3rd party partners, technical teams, business owners and stakeholders.

• Own the end to end readiness and delivery of the mobile proposition for Care, Customer Value Management and Sales• Participate in and represent Care, Sales and Customer Value Management in all PMO led projects, change request releases & product launches • Management of all Pan-European CRM software upgrades in to the local business. Ensuring departmental readiness• Represent the business in test case review for all UAT phases. This involves dealing with external 3rd party testing teams across Europe, reviewing all test cases prepared and providing feedback and sign off for same• Incident management for Mobile related tickets & support on all ticketing for all other departments when needed. This involves dealing & managing stakeholders in country and our Vendors across Europe through video link and conference call mediums• SME involved with in house development teams to integrate Mobile product in to our in house Sales Capture tools• Support the CRM system version releases, manage user acceptance testing and user experience testing, customer trials and be part of launch support team in Customer Care• As part of the programme, agree and sign off process development, CRM system deployment, manage user acceptance testing, customer trials and launch support team for Customer Care• Use data analysis & business process analysis skills to build successful and robust business processes in the mobile area, including close the loop reviews after implementation• Identify business improvement opportunities through monitoring and analysis of business activities• Map draft process maps in MS Visio and upload to Sharepoint for integration in to the business. Nimbus mapping tool also used• Creation of Work Instruction documentation & video extracts for use on our in house Knowledge database to allow front line agents reference same when dealing with customers

• Ownership of CRM systems and processes, leading change through the Marketing and Sales department• Documenting business requirements for project and product implementations• Define and develop test plans for user acceptance testing, managing the test life cycle to completion• To maintain inbound order-entry suite applications in line with business and campaign rules to reflect marketing propositions• Take ownership of offer recommendation engine and related database tables and algorithms• Maintenance and creation of business rules in line with product and pricing strategy • To liaise with IT and PMO functions around implementation changes• Represent Marketing and sales on cross functional project teams• Work with the configuration and training teams to communicate changes effectively• Ad-Hoc analytical support of other project based requirements

• UAT (User Acceptance Testing) resource for the Sales & Marketing department leading up to the launch of Mobile in Virgin Media. This involved preparing test plans and completing all relevant testing for all MVNO CRM systems• Documentation of all Sales related Work instructions and roll out of same in liaison with the Learning & Development department• Set up of all users within the Operational Field Trial (OFT) Launch for mobile within the company, including all calls & account setup• Part of several committees during the several launch stages to work though issues identified and fix accordingly. Identify business improvement opportunities through monitoring and analysis of business activities. • Point of contact for all other departments in relation to any system & process gaps that were encountered during the OFT, Controlled & Commercial launches• Sole on-site support for our 3rd party in Manila, Philippines for the week of Commercial launch for mobile in Virgin Media. This included on-site training, floor walking, call listening & full feedback sessions with Learning & Development department at the end of the week

• Project Inspire, in conjunction with Jump Marketing, Role: Segmentation Champion Aim: I was one of 8 staff members within the business invited to take part in segment research to try and get a better understanding of customer base & feedback learning to the company through workshops and debriefings.• I was working as a Super User on Clarify (CRM System) throughout the Horizon OFT Trial period. This involved loading Horizon orders for all trial participants, both Employee’s & Consumers. This also involved taking part in Failure Mode and Effect Analysis meetings with Mphasis (3rd Party Vendor) and the Project Team in the run up to launch dates. • Due to my work in the Early Life Cycle campaign I was invited to become a member of 2 separate NPS (Net Promoter Score) Committees within UPC, The ‘Change Journey’ committee took an in depth look at processes within the different departments that needed review based on feedback from customer feedback surveys. The ‘Get Invoiced’ committee analyzed the feedback we were receiving from customers in regards to monthly invoice appearance. The committee then suggested ongoing changes to improve this aspect of the business.

Aim: To review & analyse all disconnections that have occurred within the first 4 months of a customer’s Life Cycle with UPC. The objective is to analyse data & present recommendations for process change within the business to cut down Churn within the business. Breakdown of Duties: (Systems & Software Used: Hyperion, MS PowerPoint & MS Excel)• Personally responsible for weekly reporting. This involved using a system called Hyperion to retrieve all data on RGU loss for the previous week & also all relevant data in regards to a weeks’ worth of installations for customers in a high risk category setup. • We identified a reporting error within the churn report that was driving a churn level on the ‘Other’ disconnection report monthly. When customers removed the phone package from their account but left the phone RGU on basic, this was incorrectly showing as RGU loss. When removed, this reduced churn dramatically. • Part of a team of three that conduct a ‘Happy Check’ call to customers on a weekly basis around their bill due date to aid effective on-boarding with the company and maximise possibility of bill payment. In this case we targeted on-boarding customers who were not set up to pay by Direct Debit payment method who had not paid UPC’s first invoice by day 14 after installation. We uncovered that a lot of customers were not receiving any correspondence from UPC in regards to billing as they had not signed up to UPC’s online self-serve accounts through the website. This pointed out a lack of information given to customers at Point of Sale. • Present recommendations to management in regards to training gaps within the business for different departments such as data capture errors, how to recognise & protect the business from bad debt through unpaid service cost & cost for loss of equipment upon non return. • Review Goods Refused file daily. Recommendation put forward to review the order cancellation process to improve Customer Experience.

• Responsible for ensuring KPI goals are met and/or exceeded on a daily, weekly, monthly, quarterly and yearly basis as set up by Manager• Identifying appropriate products and services to meet the full range of customer needs• Handling live call transfers from other departments with customers requesting disconnection or moving house.• To respond professionally through verbal correspondence to customers’ requests in a timely, informed and courteous manner.• Strive towards first time resolution and take ownership of all customer requests that come through to the CLM team• Written correspondence with customers through a medium of an Oracle based system called Right Now. This allowed UPC to document & track all written correspondence from customers, re-route the specific request / query between the Irish based offices to the 3rd party vendors & visa-versa. All incidents had a SLA of 5 working days.

Inbound Telesales Agent for UPC Ireland* Selling, cross-selling and up-selling full range of products to customers calling UPC.* Handling objections effectively and professionally both internally and externally * A team player, able to lead and participate, to work co-operatively and in collaboration with other areas of the organisation * Creating correct logging on CRM of customer contact and customer order details * Identifying opportunities to improve sales process/formulate own learning needs and review with other agents and team leaders via workshops and performance reviews

Main Duties and ResponsibilitiesSales Activities• New business generation - Make canvass calls and carry out mail shot activities • Meet sales/gross profit targets in line with dashboard• Deal with speculative calls, aftercare and service calls• Client visits – new and service – identify and follow up business leads• Write proposal documents and tenders, negotiate fees and rates in line with Co policy and comply with approvals and discounts allowed and Issue Terms of Business• Write and place advertisements in newspapers and on website and Keep in contact with job centres and colleges Client Management• Serve clients, identify their needs and provide feedback on success of filling jobs• Qualify job specification / salary information and record accurate and comprehensive job description – check info / client requirements in line with key processes and legislation• Gather info on client – decision maker and no of employees• Network internally and externally with clients• Benchmark for clients – salary, availability, candidate pool, industry activity • Write and Place advertisements in newspapers and on websiteCandidate Management• Candidate control – keep in regular contact to review progress and performance• Pre-screen candidates before their interview for suitability and conduct interviews • Coach candidates on interview skills / Skills testing• Manage Temp availability to meet client needs• Spec CVs / Market candidates, Search / Shortlist CVs in line with job order request, Ensure CVs are of a specific standard and reflective of client requests• Provide information to candidates on clients and job specifications for permanent jobs

Based in their Ennis branch as a Retail Sales Consultant from September 2009 until September 2010. I then got transferred to Galway with a registered agent, Western Cellular. At that time I was living in Galway.My daily duties in Vodafone were: • General customer care, sales & dealt with customer complaints. • Opened & closed the store daily. • Conducting daily stock-takes on all handset & accessory stock. • Prepared all repairs & faulty handsets to be returned via courier to our suppliers. Rang customers in connection with all chargeable repairs. • Stock checks & imput of deliveries in to in house CRM. • Preparation & handling of all G4 money collections. • Monitored all my personal targets to ensure all targets are hit monthly. Over the last 5 month period in Ennis I placed top of the Western Region for Accessory Sales averaging €3,000 sales each month. My Duties in Western Cellular were:• In the Athenry store I was the only staff member, meaning I managed and controlled the store daily. Western Cellular has 5 stores in Galway and I worked in all of these for holiday / illness cover. • General customer care, sales & dealing with customer complaints. • Opened & closed the store daily. • Monitored all my personal targets to ensure all targets were hit monthly.• Conducted daily stock-takes on all handset & accessory stock. • Prepared all repairs & faulty handsets to be returned via courier to our suppliers. contacted customers in connection with all chargeable repairs. • Store security & theft prevention. • All stock ordering and intake.• Store cleaning. • Lodged all daily takings in the bank.

Al Hayes Motors is one of 43 Volkswagen car dealers in the country. It is also a licensed Mitsubishi dealer. My main duties as Warranty administrator was to claim all outstanding money owed to us by Volkswagen and Mitsubishi for all repair work completed on vehicles covered under the standard two year warranty. This involved:• Clocking all job cards• Getting updates and reports from mechanics• Taking all warranty parts from mechanics.• Completing all administration work across four different Volkswagen / Mitsubishi & in-house software systems• Printing & filing all claims after they have been submitted to Volkswagen / Mitsubishi• Labeling & storing all warranty parts in our Warranty holding area. All parts have to be held for 3 – 6 months, depending on the part as per Volkswagen policy• Due to my Customer Service background I also cover the company's service reception area when the service manager is not in. This involves dealing with all customers who are looking to book their vehicles in for repair / service, getting constant updates from mechanics to keep the customers informed & helping the customers avail of a courtesy car if the repairs take longer than two hours

Sales Activities• New business generation - Make canvass calls and carry out mail shot activities • Meet sales/gross profit targets in line with dashboard• Deal with speculative calls, aftercare and service calls• Client visits – new and service – identify and follow up business leads• Write proposal documents and tenders, negotiate fees and rates in line with Co policy and comply with approvals and discounts allowed and Issue Terms of Business• Write and place advertisements in newspapers and on website and Keep in contact with job centres and colleges Client Management• Serve clients, identify their needs and provide feedback on success of filling jobs• Qualify job specification / salary information and record accurate and comprehensive job description – check info / client requirements in line with key processes and legislation• Gather info on client – decision maker and no of employees• Network internally and externally with clients• Benchmark for clients – salary, availability, candidate pool, industry activity • Write and Place advertisements in newspapers and on websiteCandidate Management• Candidate control – keep in regular contact to review progress and performance• Pre-screen candidates before their interview for suitability and conduct interviews • Coach candidates on interview skills / Skills testing• Manage Temp availability to meet client needs• Spec CVs / Market candidates, Search / Shortlist CVs in line with job order request, Ensure CVs are of a specific standard and reflective of client requests• Provide information to candidates on clients and job specifications for permanent jobs

In Alienware I was the company’s head of sales. The company specializes in computer hardware and is in the top 5 computer manufacturers in the world. It is an American based company originally but the European base in Athlone is the distributor for all Alienware computers outside the USA. My duties in the sales division were as follows:• Inbound & on the phone sales daily, targets are monthly and the sales team hit at least 90% of the target every month bar two in the time I was there. • Dispatching all online orders to Sales Team daily. • Payment issues and part shortages arose daily. Which meant that all sales staff had to contact customers for financial details or offer alternatives. • I monitored all monthly sales to keep sales staff updated as to what position we were in for the month.• Issuing monthly cancellation reports and daily shipping reports for Sales team & management. I also prepared weekly meeting agendas.• Reporting Website issues to our marketing team, as the sales team deal with the Alienware website daily we are in the best position to report any discrepancies. • I was also the Call centre’s point of contact for all Finance orders and deal with V12 Finance regularly.• Also in my time in the Call Centre I took part in ‘Special Projects’. The projects I was involved in were the ‘Frequently Asked Questions’ & ‘Checkout Screen’ on the website.

In my time at Lifestyle Sports, I was Temporary Store Manager, Assistant Manager, Trainee Manager & Sales Assistant. I had two separate 3 month temporary Store Manager Contracts in the 14 months I was with the company. My duties as Assistant Manager/ Manager were as follows.• Daily opening & closing of store, intake of all deliveries, daily cash, preparation of floats & opening of tills. Merchandising the stock to make sure the stores presentation is up to company standard.• Weekly cash sheets and safe checks, dealing with Securicor for money transfers on a weekly basis.• Stock room control, stock takes four times a year in each period.• Training of all staff to company standards, fair delegation of all duties.• Working with security very closely to cut down stock loss & being present at all disciplinary meetings & arrests if necessary.• During my time with the company I attended several courses to assist with store management, they included: Customer Service, Security awareness, Employee & Customer relations, Cash office, In house administration training (Time Management System/ T.M.S) & Merchandising