Forecasting – Prepare and issue monthly fixed forecasts for short, medium and long term to partners and stakeholders while meeting contractual timelines and also ensuring costs/volumes meet required internal budget constraints.Participate in weekly staff planning review meetings with WFM/Scheduling team from partner sites to understand staffing challenges for the coming week and assess the customer experience/business impact. Realtime Management - Real time monitoring of daily operational, staffing, call volumes, system stability across all partner sites and act as SPOC for any issues where required. Incident Management - Customer Operations incident owner for any issue or planned change that directly impacts partner site operations. Managing incident or change management communications across all sites and working with support teams from the wider Vodafone Ireland and Vodafone Group business units until resolution. Process Improvement – Focus on driving improvements to strengthen operations, increase productivity and enhance customer experience across partner sites while aiding cost control/reduction as laid out in targets for the FY. Utilizing new ways of working such as Lean and Agile combined with data insights and best practice knowledge picked up from my involvement in wider group forums and research to back up decisions and rationale for change. Business Modelling- Assist with the budget preparation and scoping of requirements for new and existing lines of business for the upcoming financial year so that all considerations are planned to ensure we can provide the best possible customer experience while also meeting our financial commitments. Act as an escalation point and stand in for Fixed Care Manager when required and travel to partner sites in Ireland an offshore on a regular basis to ensure alignment with Vodafone Ireland KPI’s and targets.

On secondment to Vodafone Ireland Commercial Operations as Project Support Lead. Key Responsibilities include:• Process Improvement - Devise and implement processes, procedures, systems and internal controls to strengthen operations, increase productivity and enhance customer satisfaction across support centers in both Ireland and Egypt while aiding cost control/reduction.• Continuous improvement through workflow, staffing and business process analyses using Six Sigma methodology.• Project Management - Manage projects for Vodafone Ireland, which encompass developing processes and management plans, training, reporting to Senior Management and day to day oversight and validation until completion.• Vendor/Client Management - Identify and implement measures to strengthen performance with sustained operational results while forging long-lasting client and business relationships. Increase efficiencies and reduce costs while maintaining solid rapport with stakeholders.• Data analysis, reporting and creation based on project pre-requisites and stakeholder demand.• Liaising with Operations to ensure staffing and forecasts allow project targets to be met.• Process Mapping - I am involved in documenting processes for different aspects of the business based on client proposals both for operational purposes and quotations for future business.• Documentation of procedures for all processes to keep in line with ISO 9001 (2015) and ISO 15838 (2009).• Act as an escalation point for support centers and senior management when required.• Support SME for next generation technologies being implemented by Vodafone (VUA, VoIP, IPTV, FTTH, etc) along with other service desk transformation initiatives such as cognitive/AI programmes and the development and migration of Vodafone’s CRM, billing and order management capabilities to a fully converged system across mobile and fixed.

• Process Improvement- Currently hold a Lean Six Sigma Yellow Belt qualification.• Project Management -I successfully managed numerous projects for Vodafone which included developing processes and management plans, training, reporting and day to day oversight until completion.• Liaising with Operations to ensure staffing and forecasts allow campaign targets to be maintained.• Process Mapping I am involved in documenting processes for different aspects of the business based on client proposals both for operational purposes and quotations for future business.• Client Relationship Management with Vodafone and Wholesale Providers (OpenEir, BT, SIRO).• Documenting Procedures.• Data analysis, reporting and creation based on project pre-requisites and stakeholder demand.• People Management – Manage performance to ensure that the team offer outstanding service to customers whilst consistently exceeding targets and achieving SLA’s.• Provide reports and presents to senior management/stakeholders on all activities as defined from time to time.• Good knowledge and understanding of ISO 9001 (2015) and ISO 15838 (2009).• Proven ability to design, tailor and deliver effective solutions based on targets/KPI’s.• Management of Second Line technical support for Vodafone with responsibility for escalations, regulatory complaints, network faults and advanced troubleshooting and support for all Vodafone clients, both residential and enterprise while also providing support to frontline agents. • Act as an escalation point between Vodafone and OpenEir and manage regulatory and industry led projects within Vodafone.• Attend industry meetings.• Research and be part of the project teams for the introduction of next gen technologies being implemented by Vodafone.

• Fulfilled a support role as a senior team member while being available to perform agent level duties on an ‘as needed’ basis. • Acted as a role model in contributing to the completion of team responsibilities and achieving team KPI’s.• Deputised for the Team Leader on an ‘as needed’ basis.• Provided 2nd level support to customers, resolving complaints and escalation calls where required.• Improved the knowledge and skill levels of agents through floor-walking, coaching and knowledge sharing.• Performance coached agents to ensure that targets are met and highlighted ongoing training requirements.• Assisted with developing and documenting procedures and process steps.• Ensured the successful introduction or migration of new processes to become ‘Business As Usual’ in Operations.• Engaged in peer to peer communication with the client organisation as defined from time to time.• Identified opportunities for process improvements.• Achieved daily, weekly and monthly performance targets.• Behaved with integrity and in a manner that upheld the company and clients’ values.• Acted as a brand ambassador for Arise and its clients at all times.• Contributed to ad hoc projects that aimed to drive business improvement.

• Resolved each issue as quickly as possible after taking ownership. Keeping the customer updated on progress throughout was key to this position.• Worked as a team player to always maintain progress on live issues being handled within the team.• Contributed to insight programs designed to improve issue resolution times. Identified agent coaching opportunities & passed to Team Leaders.• Escalated to management any issue beyond the scope of 2nd level support.• Made decisions where other departments were required and actioned these without delay.• Ensured all administration/logging was completed swiftly and accurately and customer records were kept up-to-date.• Proactively maintained knowledge of market and product/service updates.• Was a strong role model for other colleagues in achieving team KPI’s. • Identified opportunities for process improvements and made recommendations to management.• Carried out other ad hoc duties to support the smooth running of the call centre.

Working on the following contracts: Vodafone at Home (Technical support, Customer Care, Perfect Start team, Fibre Broadband team), Swann Security.Main Responsibilities include:Ensuring customer support requests are resolved at the first point of contact by telephone and/or email. Diagnose the root cause of customer problems and resolve wherever possible in real-time. Ensure all administration/logging is completed swiftly and accurately and customer records are kept up-to-date. Make speedy decisions where other departments are required and action these without delay Dealing with escalations/callbacks passed from head office, Approving credits on customers accounts, managing email inbox and ensure all queries are dealt with or passed on to the correct person, ensuring stock levels are kept up to date and customers parts are dispatched to them on time.

Door Supervisor in one of Limericks best known sports pubs.Safeguarding the enjoyment of the patrons within the pub and nightclub, acting as medic when required. Crowd Control and Crowd Safety and General Front of House duties.

• Recruitment and management of a team of 30 licensed security staff. • Development and maintaining of strong relationships with state agencies such as An Garda Síochána and Limerick City Council (Fire Officer) along with University of Limerick authorities. • Liaising with numerous venues, transport companies, event service companies, etc. to ensure smooth running of all events. • Devising operational plans, safety statements and risk assessments for events while working closely with the event coordinator and other stakeholders.

Senior Guide in UL during Orientation Week.

Event Security for Oxegen 2010 music festival in Punchestown, Co. Kildare.

Volunteer for Special Olympics Limerick 2010 Games.Main Duties: Logistics and Warehousing.Also helped in preparation for the games by fundraising on the National Collection day.

Door Supervisor in Dublin City Centre Bars and Nightclubs.

Main duties included Forklift operating, maintaining excellent health and safety in the workplace, ensuring food hygiene is maintained, checking and unpacking deliveries, stock control and ordering.