David Roche Email & Phone Number

Ireland

Ireland

Dublin City, County Dublin, Ireland

Dublin, Ireland

County Dublin, Ireland

County Dublin, Ireland

• Actively listening to customers & troubleshooting using the correct systems in place in order to prioritise and manage time effectively so Vodafone can provide proactive support services. • Taking ownership of technically complex customer issues by following up with progress reports until the problem is resolved.• Engaging with customers, active probing and exhausting all efforts in order to prevent churn.• Providing the customer with the best possible outcome to insure a win-win situation through active objection handling. This secures trust & loyalty with customers to refrain from cancelling their service. • Following up frequently with customers providing them with knowledge & benefits of Vodafone to assist with their brand loyalty.• Diagnose & understand customer problems while performing root cause analysis and interpret solutions back to customers.• By using non-linear analysis, eliminating case by case until the root cause of the issue is reached, escalating faults as necessary.

County Dublin, Ireland

Through both outbound and inbound calling I provided an exceptional customer experience resolving all queries first time every time to Vodafone customers. Maximising sales and retaining customers while reinforcing the value that Vodafone brings to all of its customers. I became experienced selling the benefits of Vodafone products, propositions and services to the right customers at the right cost to the business, actively promoting/selling value added products in order to pursue a Vodafone at Home environment in every household. I also became efficient at gathering data and insights around customer churn & churn prevention. • Essence of role was to deliver an exceptional customer experience by listening and understanding customers needs, achieve retention and sales targets through matching and promoting Vodafone products and services, providing them with the right solution at the right cost to the business.• Accurately document and record all information obtained using the appropriate computer systems.• Contribute positively to the team and department, working effectively within a strong team orientated environment, participating constructively in team meetings and with fellow colleagues. • Accountability for personal development & skills through ongoing trainings and personal meetings in order for individual and departmental achievement within a competitive market environment. • Exceeding targets and KPI’s in relation to volume, sales conversions, customer satisfaction, and quality performance measures achieved.

County Dublin, Ireland

Key responsibility is to lead the Sales Team ensuring that we deliver excellent customer service, maintain high standards and achieve sales targets. Also, responsible for collation and analysis of financial data to assess Store performance against targets and to implement changes, where necessary, to ensure targets are met.• Responsible for Key Performance Indicators (KPIs) . ➢ Responsible for tracking product sales and adjusting sales capacities. ➢ Where necessary implement changes to ensure that staff and departments achieved their goals.• Mentoring new employees into their customer service roles. ➢ Ensuring that their duties and responsibilities are managed to a high degree. ➢ Guiding employees in the right direction for future growth.• Driving add-on sales to increase revenue and customer satisfaction.• Working with IKEA’s Sales Location Management (SLM) system. ➢ Frequently using this system in order to provide the correct quantity of stock available to the customer at any one time. ➢ Increasing and lowering sales capacities depending on sales targets and customers needs.• Delivering a high standard of customer service on a daily basis in order to increase returning sales.