Declan Lohan Email & Phone Number

Dublin, County Dublin, Ireland

Ireland

• Develop and implement workforce planning strategies that align with business objectives and goals.• Centralized roster management to the workforce planning team for all 70 of our clinics across the UK, Ireland and US• Continually Conduct workforce analysis to identify gaps and opportunities for improvement• Collaborate with senior management to develop new ways of working across the organization. • Develop and maintain relationships with key stakeholders across the organization to ensure alignment of workforce planning efforts with business objectives.

Ireland

•Led a team of planning professionals & analysts across a multi-site, multi-channel contact center.•Reported on all SLA’s and where necessary explored root cause on any discrepancies to the plan.•Coordinated with all 20 clients to ensure planning and execution of service across all channels.•Was responsible for headcount management across all locations and teams.•Created reports and databases for internal and external stakeholders.•Improved forecasting models to increase forecast accuracy to ± 5% for all inbound volume.•Increased scheduling efficiency.•Created more shift/contract types to allow for more flexible shift patterns.•Improved real time techniques to handle unexpected volume.•Improved call routing strategies to improve efficiencies across all 3 of our sites.•Was responsible for vendor management for all WFM software.

Dublin, Leinster, Ireland

Dublin, Ireland

•Was responsible for the forecasting, scheduling and tracking in a multi-channel contact centre that had associates located in different offices across the globe.•Owned and improved all forecasting through Aspect Workforce Management.•Analysed historical data to create accurate volume forecasts for 24 departments.•Created staffing and service level forecasts on a weekly/monthly basis to ensure optimal staffing levels.•Prepared agent schedules in accordance with the forecast and assigned schedules to employees.•Optimised daily work schedules and maximised agent productivity.•Created annual leave allowance in accordance with forecasted volumes.•Processed annual leave requests and responded appropriately with information and/or approval.•Generated reports for clients and senior management on a regular and ad-hoc basis.•Reviewed forecast accuracy and schedule efficiency to improve the forecasting and scheduling processes.•Was responsible for collaboration with clients and internal stakeholders to ensure efficient exchange of information as regards extraordinary events which could drive increased contact volume.•Delivered training materiel to all levels of staff on the operation of Workforce Management user platforms.•Completed administrative duties including but not limited to: agent account setups/assignments/changes and any other structural setups/changes related to staff groups, employee groups, forecast groups, contact data groups, routing sets, segment codes, exceptions, etc.•Monitored and tracked daily activities to ensure schedule adherence.•Redeployed staff, when necessary, to ensure service level goals were met.•Reviewed daily off-call activities to increase occupancy.•Tracked and recorded lateness/sickness and other absences.

Carrickmines, Co. Dublin, Ireland

•Supervising contact center agents and providing daily coaching, mentoring and technical assistance.•Provide PCI DSS (Payment Card Industry Data Security Standard) support to all agents and customers.•Responsible for working customer escalations to defuse difficult situations and deliver best in class customer service.•Responsible for evaluation of agent calls against defined criteria for quality, efficiency and customer service.•Provide feedback to agents and coaching to address performance gaps.

Carrickmines, Co. Dublin, Ireland

•Handling inbound customer contacts from SME’s and assisting them through the process of Achieving PCI compliance.•Working outbound customer contact campaigns for key business initiatives.•Delivering best in class customer service.•Engaging in active listening techniques to identify customer issues and resolve them as efficiently as possible.

Toronto, Canada Area

•Responsible for all day to day business functions including store opening and keyholder responsibilities.•Responsible for supply chain management for the business.•Responsible for processing invoices and credit notes in a timely manner to ensure good partner relations and maintain supply chain.•Managed customer escalations and complaints.•Successfully implemented new initiatives and store layout that enhanced the customer experience. •Trained new staff in all positions and processes.•Implemented all seasonal changes, including pre-booking deliveries, creating and maintaining merchandising and promotional displays.•Directly responsible for cash control for the business.

Toronto, Canada

•Managed the health and beauty department.•Delegated tasks to members of the team.•Responsible for stock levels and control.•Responsible for driving sales through effective merchandising and promotions.•Closed the store 2-3 evenings a week. This included ensuring all shelves were stocked; the store was cleaned and well presented for the following morning; all checkouts were closed; cash was counted and prepared for cash pick up.

Maynooth, Co. Kildare, Ireland

•Worked in every department in the store.•Assisting customers throughout out the store.•Acquiring excellent customer service skills.•Worked in electrical department, handling, customer complaints, returns and sales of home entertainment equipment.•Received deliveries, insuring all paperwork was completed correctly.•Worked as a team and individually to achieve the goals set down by the management team

Bachelor Of Arts International (B.A.), Music; Geography

Activities and Societies: Maynooth University Orchestra

Bachelor Of Arts (Ba), Music

Activities and Societies: University of Toronto Wind Ensamble