Donal Devine Email & Phone Number

Ireland

Led a variety of teams Fintech; EMEA Sales, Onboarding Sales, Fraud Underwriting (AML/KYC), Data Privacy (GDPR), Premium Customer Support. Managed up to 35 team members at any one time.Created and delivered weekly & monthly business review scorecards to the client and internal stakeholders.Continuously driving individual and team performance in line with a variety of Key Performance Indicators - 121s, side by side coaching, Smart Goal plans, & Performance improvement plansCarried out HR processes; recruitment process, documented conversations, early probation reviews, & corrective action hearingsWorked with WFM, RTAs and schedulers to ensure that schedules were built in line with client requests, approved and adhered to correctlyExtensive daily usage of Google suite services, Tableau dashboards, Salesforce & Zendesk. Usage of Docusign.Developed and published multiple Tableau dashboards to support colleagues to enable process improvement strategies, deliver a standardised virtual pitboard to drive their team's performance.Continuous improvement, Lean Six Sigma A3 projects executed monthly/quarterly - Call% Improvement A3, directly improved Premium Email customer satisfaction by 22%. White Belt & Yellow Belt certificates achieved.Led the team during the change of CRM to Salesforce - Q4 2022 - Q2 2023.Founded a brand new department (Data Privacy) - Led a global change of GDPR process across the client's vendor network, helped client streamline process. Reduced client workload by +2000 weekly requests from customers.Founded a brand new Underwriting line of business (AML/KYC) - simplified complex client issued SOP in clear, concise and understandable steps. Reduced AHT, raised accuracy and quality score. Team was below the client's required targets within 5 weeks.Organised monthly & quarterly engagement initiativesNominated for team member of the month Feb 2019 and received the Above&Beyond award Q1 2019, Q4 2020, Q2 2021, Q4 2022.

Cork, County Cork, Ireland

Was instrumental in launching a PII authentication process across the client's global vendor network. Identified a developmental opportunity in the process, tested and troubleshooted the tool live with the client. Collaborated with the client to create SOP, provided guidance on training to successfully allow the client to roll out the workflow. This led to a global reduction in call AHT due to the streamlined authentication process.Money Movement SME, coached new hires on how to interact with userWorked closely with clients on projects, including 4 months on-site as a contractor at client's European headquarters, testing new system features. Launched time management program to help improve entire team's AHTWas chosen as an exemplary member of staff to have the CFO of the company to shadow my work during their site visit

County Cork, Ireland

In this role users request a call and we would have to adhere to a 3 minute SLA response time within a live channel support. Within this role became proficient in using a new ticketing system (Zendesk), on all live channels with phone, chat and email.Once on the call I would walk users of how to use our product. This would include how to update their account and more importantly troubleshoot technical issues with the users. This would include advising of errors and navigating how to fix them.

Model Farm Road, Cork

Acting as first point of contact for customers by phone, processing a large volume of calls on a daily basis for existing and new customers both inbound and outbound to a consistently high standardMaintaining a high level of attention to detail and focus on accuracy when capturing and processing information in our CRM 7 system; achieving and exceeding performance targetsEnsuring full compliance with Data Protection guidelines and rules at all timesTaking ownership of returned queries and errors and completing all necessary follow up within the appropriate time frame in order to continuously deliver a positive customer experience and achieve First Call Resolution (FCR)Having extensive knowledge of Residential Service for both gas and electricity processes and business rules as per the Standard Operating Procedures (SOPs).Additional responsibilities; Floor walking to assist both new hires and the entire floor, one on one call coaching, briefings of processes to staff, all with the focus to foster good brand knowledge, reduce errors

Cork

Challenging role, obtained a highly respectable of craft beer knowledgeI have worked in this busy city centre gastro bar for 29 months.My key responsibilities included serving in the bar and waiting tablesI was responsible for opening and closing the bar, selecting, maintaining, and controlling stock (over 100 bottles and 6 rotational taps), updating menus monthly both craft beer and cocktail, and also handling cash. I had to quickly up-sell products from our extensive range while maintaining a high level of service at all times. This bar also served food, dealing with customers in a friendly and efficient manner.

Tír Na Nóg, Cape Clear Island, Co.Cork

First and foremost, my main duty was to ensure that all the students under my supervision were safe at all times.To speak Irish at all times to the students and to help them improve their spoken Irish by answering any questions they might have to the best of my ability, also correcting mistakes, and passing on as much of my knowledge of the irish language as possible to them.Deal with any cases of misconduct, bad behaviour, and bullying immediately in the correct fashion. Organise activities such as sport, swimming, music sessions, the disco to name a fewTo make sure that all students were on time all through the day for meals, school, and sport.But the most important duty I had was to make sure the students had fun!

Cork

Worked in a busy city centre bar/restaurant for 23 months. My key responsibilities included serving in the bar, I was responsible for opening and closing the bar, maintaining stock controls, handling cash, and counting the tills at the end of the night. This bar also has a very busy lunch trade in which I was responsible for waiting tables, preparing the food, and dealing with the customers in a friendly and efficient manner.

Cork, County Cork, Ireland

The Bailey Late Bar, 1-2 Courthouse Street, Cork, Co.Cork

As the student rep for the Bailey I deal with all student bodies such as the Students Union, Clubs, Societies and Class Reps in efforts to encourage them to host their events in the bar. My brief is to keep the bar as busy as possible. Recruit, train, and manage my own team of between 4 and 8 part time promotional staffManage all the different social networking sites and all advertising aimed at students.Handle all sponsorship agreements between the bar and student bodiesHelp and advise student bodies with organising and planning of events.I had to tend the bar each weekend, and furthered my cocktail knowledge, and served the customers in a polite and friendly manner at all times.

As an Events Organiser for Sticks Entertainment my main duty was marketing our events mainly to the Cork Student body, also to people aged (18-30) of the greater Cork area.I had to recruit, train, and manage a team of 20+ sales reps for each event.Manage all the different social networking sites and all advertising aimed at students.I had to liaise with all student bodies such as the Students Union, Clubs, Societies and Class Reps in efforts to encourage them to attend our events.Manage the door of each event, organising the guest list as well as looking after VIPs.

As the student rep for Bob Fox's I deal with all student bodies such as the Students Union, Clubs, Societies and Class Reps in efforts to encourage them to host their events in the bar. My brief is to keep the bar as busy as possible. Recruit, train, and manage my own team of between 4 and 8 part time promotional staffManage all the different social networking sites and all advertising aimed at students.Handle all sponsorship agreements between the bar and student bodiesHelp and advise student bodies with organising and planning of events.

Paul Geaney'S Bar, Main Street, Dingle, Co.Kerry

During my five years working in Paul Geaneys I had many roles, Bartender, Waiter, Door and Floor Security, Kitchen staff.I learned many skills from, pulling pints, change kegs, make cocktails, correctly stock a bar, take food orders, carry three plates at a time, correct mistakes made, and dealing with the public in a friendly and polite manner at all times, making desserts, cleaning and stacking plates, to checking IDs at the door.

Certificate In Leadership Development (Level 8, 15 Ects), Business Administration, Management And Operations

Bachelor Of Arts, Irish And Geography

Education record