Dee Roberts Email and Phone Number
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Dee Roberts personal email
An experienced innovative and pragmatic leader with a results focused and decisive style. Experienced across pharmaceuticals, travel and tourism, management consulting and financial services. Effective in delivering change through projects within complex matrix environments, on time, and to budget / requirements through effective collaboration and stakeholder management. A strong track record at improving customer experience and satisfaction through continuous improvement and providing strategic change, specialising in customer focused digital transformation.
Meta
View- Website:
- metadownhole.com
- Employees:
- 5
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Vendor ManagerMeta Sep 2023 - PresentDublin, County Dublin, IrelandAs a Vendor Manager for the Tier 2 Program at Meta, I was responsible for overseeing the management and optimization of relationships with Tier 2 vendors across 4 locations. My role was pivotal in achieving our strategic goals, with a primary focus on driving operational efficiencies, with impact far beyond our tier, reducing customer effort and resolution time.
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Vendor Operations Program ManagerMeta May 2022 - Oct 2023Dublin, County Dublin, IrelandResponsible for effectively onboarding and overseeing multiple vendors across diverse geographies, ensuring seamless operations and successful outcomes.Demonstrated exceptional performance management skills, transforming underperforming areas from red to green through in-depth analysis of key performance indicators (KPIs). Introduced additional performance metrics and collaborated closely with vendor leaders to drive enhanced operational efficiency.Played a pivotal role in optimizing our footprint and headcount by partnering with the workforce management team, resulting in significant cost savings and streamlined operations.Led a successful global program aimed at reducing volume by conducting thorough root cause analyses and establishing strong partnerships with knowledge, training, operations, and other support teams. This initiative resulted in improved efficiencies and enhanced customer satisfaction.
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Sr Project ManagerEsw Nov 2021 - May 2022Dublin, County Dublin, IrelandProject to support enterprise wide finance transformation. Key work included- partnering with BA to process map key finance processes - identify manual efforts and opportunities using current tooling to automate - creation of error reporting in partnership with Data, Logistics, Finance and Sales -
Transformation ConsultantSelf Employed Oct 2021 - May 2022IrelandOffering consultancy services to clients in a range of industries including financial services, internet, travel and tourism. Specialising in optimising the customers experience to deliver revenue, reduce costs and improve retention. Specialising in the areas of customer service, contact centres, back office and sales. -
Director, Contact Centre TransformationThe Aa (Ireland) Jan 2020 - May 2021Leading a cross functional team to reduce waste, enhance the customer experience and increase revenue in the insurance space.Delivered +20 points in NPS over 12 monthsImplemented a channel shift strategy delivering efficiency to customers and the companySupporting customer self service through a 12m digital strategyManaging and controlling change for key stakeholdersShift from classroom to e-learning for new hires -
Pmo Director Global Customer CareHertz Jan 2019 - Jan 2020Dublin, Leinster, IrelandLeading a global team of project managers and process improvement leads we drive change to the customers experience and deliver bottom line results in revenue, efficiency and customer satisfaction. -
Director, Customer Experience Project TeamHertz Jan 2019 - Jan 2020Ireland
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Customer Experience & Business TransformationHertz Jun 2014 - Dec 2019IrelandResponsible for identifying and driving collaborative global improvements to the customer, before, during and after their rental experience using data from multiple customer touch points. Created the Voice of the Customer Programme for Global Customer Care - driving change in our customer's experience based on data, facts and analysis. Presenting this to functional leaders from Operations, Marketing, eCommerce etc to drive continuous improvements to our systems, business processes and procedures. Passionate about driving innovation where we work:Finalist in the 2018 American Chamber of Commerce Future Leaders Hackathon for Hertz as a Participant; Co-founded and participated in the Hertz Innovation Competition as a "Sponsor" of the winning cross-functional team.
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Project Manager - Operational ExcellenceAmgen Nov 2012 - Jun 2014DublinA cross-functional project manager focused on continuous improvement and operational excellence in a bio-pharma manufacturing environment. With no engineering, or science degree - I worked side by side some of the smartest people I've ever had the opportunity to work with, to prove that a well trained project manager does not need to be a subject matter expert, but needs to be organised, skilled at influencing others, and excellent at working with people in order to get the job done! -
Project Manager And Business Development ExecutiveIdi Jan 2007 - Dec 2012Managing and developing projects in emerging economies. Specifically dealing with private sector development, enterprise, trade, tourism and health care. Working largely in the Middle East, Eastern and Central Europe.Responsibilities include project scoping, liaising with stakeholders, report writing, working to deadlines and business development, -
Educational CoordinatorCitywest Convention Centre & Hotel 2009 - 2010A challenging role to develop and mentor a team of tour guides to guide and educate primary and secondary school students as part of the Titanic Experience. This short-term project role tested me in every way possible - as I learnt first hand about the difficulties in event management, people management and working with third parties. However, I exceeded all targets by managing a very effective timetable and by mentoring other staff members to step in when needed. -
Customer Care SupervisorCarphone Warehouse Aug 2004 - Jan 2007Santry, Dublin 9Recruited, trained and managed a team of 6 customer care and insurance agents supporting the retail stores of Carpohne Warehouse. Team regularly exceeded established targets.Responsibilities included: Design and development of training plan for new recruits, including regular evaluation, and key understanding at Agent level of the metrics and their benefitRoll out of new CRM system for loggigng and tracking inbound /outbound calls. Reporting on metrics for the call centre to senior management on a weekly and monthly basis. Held 1 to 1s regularly with team members based on month end metrics, individual performance and changes to systems / procedures. 1:1 focused on coacing team members in difficult situations, resolution techniques, how and when to escalate. Developed pilot programme to include 1 day in store for cal centre staff, and 1 day in call centre for store management.
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Assistant Language TeacherJet Programme Jul 2003 - Jul 2004Nagasaki, JapanDesign, delivery and assessment of English language and culture sessions from primary and secondary school students in rural Japan. Supporting/driving other extracirricular activities that foster grass roots relations between Japan and other countries.
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Team LeaderPhonenet 2001 - 2003Sandyford, DublinDeveloped scripts and sales scenarios for various sales phone campaigns. Led a team of three in meeting and exceeding sales targets for multiple campaigns (O2, Pitney Bowes and World Vision).
Dee Roberts Skills
Dee Roberts Education Details
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International Relations And Affairs -
Shaw AcaademyMerit -
Project Management -
History And Geography -
Sutton Park
Frequently Asked Questions about Dee Roberts
What company does Dee Roberts work for?
Dee Roberts works for Meta
What is Dee Roberts's role at the current company?
Dee Roberts's current role is Delivering value to your business through process optimisation.
What is Dee Roberts's email address?
Dee Roberts's email address is ro****@****heaa.ie
What schools did Dee Roberts attend?
Dee Roberts attended Dublin City University, Shaw Acaademy, University Of Limerick, University College Dublin, Sutton Park.
What are some of Dee Roberts's interests?
Dee Roberts has interest in Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief, Arts And Culture, Health.
What skills is Dee Roberts known for?
Dee Roberts has skills like Leadership, Customer Experience, Team Building, Collaborative Problem Solving, Customer Relations, Recruitment, Data Analysis, Business Development, Communication, Negotiation, Team Leadership, Process Improvement.
Who are Dee Roberts's colleagues?
Dee Roberts's colleagues are Adafin Kayode, Naghme Bsh, Hongda Ma, Yang Chen, Renat Sergazinov, David Alward, Jp Pip.
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Dee Roberts
Halliburton Summit Hps Business Development/Account Manager & Hpump Sps SpecialistPurcell, Ok4bakerhughes.com, knind.com, knind.com, summitesp.com8 +140533XXXXX
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