Working in the Strategy and Insights department of Kellogg's European headquarters in Dublin I'm responsible for the planning and delivery of our Marketing Mix Modelling program. I deliver Key Performance Indicators used across the business including Media Return of Investment, positive and negative impacts on volume sales and recommendations to improve performance.

Reporting to the Head of Marketing and latterly to the Customer Lifecycle Senior Manger this role included management of three direct reports. The role included the creation and provision of data for targeted marketing campaigns across the sales and marketing divisions. My team were responsible for the creation of target audiences for Customer communications email newsletters, acquisition direct mails, Cross sell and upsell emails, SMS notification campaigns and outbound call lists. Almost 3 million communications were delivered by Sales and Marketing each year. The data and reporting for all of these campaigns was supplied by my team and I.I was responsible for the build and creation of the Price Change communication campaign. This campaign was time sensitive with a complex build which required direct ownership to ensure all timelines were met and the campaign was delivered without any errors.In my duties managing my team I worked with them to manage their development, ensured all their activity was delivered accurately and on time and set up the division of the workload across the team. I represented our team on the vast majority of cross functional planning meetings to provide input and take actions on how our team could help with other areas.

Reporting to the Head of Marketing I was responsible for the customer contact strategy forboth acquisition and customer communication related activities. My main duties during thisperiod were:Coordinating and planning all acquisition and customer related activities. This includedprice change notifications to our base of customers, Customer and non-customercommunications for the On Demand launch, broadband speed increase notifications andcreating our customer groups for all Below The Line communications.Reporting on all Direct Marketing activity to ensure targets were achieved and lessonswere learned from previous communications activity.Regularly meet with all areas of the Sales and Marketing team to ensure we alignedOutbound, Online and Below The Line marketing where possible.

Reporting to the Marketing director I was responsible for the co-ordination and delivery ofresearch into various aspects of the UPC service and experience. In addition I was involved indeveloping a number of targeted campaigns with partners across the business. Someexamples of the activity I have been involved in are as follows:Maintained the monthly and quarterly Net Promoter Score reports from our externalresearch partners and communicated the results to the business.I coordinated requirements for focus groups with our research partners and internalteams. Communicated the feedback from these groups in a timely manner to theappropriate areas. .Working with the Direct Marketing Manager to create specific, target able, segmentedcustomers for below the line campaigns.

Working within the Consumer Relations team my responsibility is to manage the end to end complaints process for all consumer accounts. Main duties & responsibilities• Allocating all complaints to the relevant departments to respond to the customer where it falls outside of basic customer care resolution.• Monitoring and managing the end to end complaints procedure to ensure all customer complaints are accurately responded to in a timely manner.• Resolving all face to face customer complaints for head office.• Managing and responding to all customer complaints that are received by directors and mangers.• Resolving all escalated complaints and authorising and determining compensation claims for these complaints.

Working within the Consumer Segments team of the marketing department, the core function of the Broadband Retention Executive was to manage churn on consumer mobile broadband by planning and developing Retention programs and lifecycle campaigns; to encourage customer retention. Main duties & responsibilities• Monitoring and reporting on a daily, weekly and monthly basis of performance of mobile broadband against agreed K.P.I's; disconnections, voluntary and involuntary churn, cross sell of voice, upgrades, CSI, value of mobile broadband customers & churners• Contribute to the development of the Retention Strategy in conjunction with the Retention Manager, Broadband product management and contract segment team.• Work with the Customer Relationship Management and Marketing communications teams on the execution of the plan.• Responsible for the interface of the relationship with customer care for the segments team on mobile broadband • Flagging when performance is below expectations and tactical intervention is required. Completion of quarterly trended Mobile Broadband Retention Performance review • Work with Customer Intelligence team and the segment & product teams to ensure that the retention team always has the most current and relevant insight into trends, activity and behaviour of mobile broadband customers

Reporting to the Customer Experience Manager I was responsible for creation and management of all propositions related to Upgrades and Customer retention. This includes identification and segmentation of customers to ensure the most relevant offer is made available to the highest value customers. I defined the company policies on upgrades and retention to improve customer experience and drive down churn across contract and prepay handset customers and mobile broadband customers. This involves offer creation, system development, customer communication and budget management to ensure all offers are within company deliverables.While I was responsible for upgrades throughout all channels I specifically managed a team of 22 in Mumbai, India to achieve weekly, monthly and annual targets. I was responsible for ensuring all staff worked to the highest standards in order to resolve customer issues and provide the most competitive offers. The agents were set daily, weekly and monthly targets which must be met in order to maintain a high level of customer retention. I gathered all agent feedback and created objection handling documentation and specific counter offers to give the agents greater flexibility in handling customer enquiries and cancellation requests.

Reporting to the Retentions Manager my main responsibility was supervising a team of nine agents. This position involved dealing with the day-to-day running of the Retentions department to ensure our customers had a positive experience with the company and creating special offers and initiatives to maintain a high level of customer satisfaction. • Setting Targets for the agents to ensure the company’s targets for reducing Customer churn are met. Our Target for percentage of customer saves was 35% per month and we achieved an operating rate of between 37% and 40%.• Consistently provided my team with the most up to date information regarding our competitors to allow the agents to compare and contrast our products with competitors’ products.• Created reports on a weekly monthly and yearly basis that have allowed the company identify the major areas of concern with regard to cancellation of the services. This has in turn led to various business decisions to reduce overall churn.• Developed processes and procedures for training new agents on how to use various computer systems related to their positions.

Supervising a team of four agents, this position involved dealing with the day-to-day running of the credit management department. The main responsibilities included:• Setting Targets for the agents to ensure the departments’ targets for Debt Provision are met. Our Target for December 2004 was bad debts provision of 1% this was surpassed and the final bad debt provision for 2004 was at 0.7%.• Ensure all accounts that are within range of disconnection receive a phone call from the credit management staff by creating reports and allocating them to the individual agents.• Putting in place and analysing the dunning process which ensures each activity of credit management, such as downgrading premium services, disconnection of Digital services and dispatching disconnection agents to the customers address, generates payments from customers.

As a customer service agent for Axa Direct it was my responsibility to provide quotations for new car insurance policies ensuring that monthly sales targets, both individual and team targets, are met. Additionally I dealt with any queries or complaints in relation to existing car insurance policies to ensure the best quality service is provided.

As an administrator my responsibilities included telesales prospecting, amending and inputting our customer database and scheduling calls for our customers around the country.

As a member of the training team of four, my responsibilities included developing a user friendly training manual, delivering two four week training courses to over 50 members of staff including the agents, management and the future training managers. This was followed by a month managing the resulting call centre.• Identified and analysed all processes of the customer services call centre that were transferable to India.• Developed easy to use training and reference manual to ensure all staff in the new call centre dealt with all queries in the same manner as the former Dublin Call Centre.• Created and maintained ongoing measurement reports that allowed the UK head office to judge the performance of the satellite office.• Identified and removed any defects in the service provided, to ensure the end customer would feel no discernible transitional effects. This included:• Ensuring no time delay on the telephone system• Training of the staff on UK accents and customs to ensure knowledge of the local market before dealing with the customer.

As a project co-ordinator my role was to implement improvements to three Dublin based UK departments while in this position I:• Created dashboards to measure productivity levels of each department.• Trained all new associates in each team on newly implemented products and procedures.• Tested new and upgraded computer systems relevant to our customer services and collections teams.• Arranged and compiled staff surveys on behalf of our Edinburgh head office.

This position involved dealing with the day-to-day running of the customer services call centre. The main responsibilities included:• Dealing with staff issues & Resolving escalated customer complaints by letter and phone call.• Maintaining a roster and attendance book for the team. • Organising incentive schemes for the associates.

As a member of a team of 20 this role consisted of dealing with all customer queries relating to GE Capital Woodchesters Car Finance accounts. These queries would range from interest calculations to monthly payments to information changes.