Derek Mcgowan Email & Phone Number

Newbridge, County Kildare, Ie

Dublin City, County Dublin, Ireland

Newbridge, County Kildare, Ireland

Newbridge, Kildare

Naas, Leinster, Ireland

County Dublin, Ireland

• Responsibilities also include effective management of staffproductivity to meet the KPI’s that drive financial outcomes.• Work collaboratively with call center and business unit leadership toimplement new programs and processes that positively impactperformance.• Leverage technology to increase efficiencies and maximizeconnectivity.• Manage and trouble shoot dialer related issues that impactproductivity.• Provide comprehensive reporting and data analysis to monitorcampaign penetration and connectivity, track trends and forecastresults.• Work with higher management and share best practices and worktowards scalable solutions across the enterprise.• Effectively manage resources utilizing workforce managementskills/tools to meet business needs.• Assist with coaching and mentoring of professional and nonprofessionalstaff for performance development.• Work with Operations to educate on dialer technology,methodologies, strategies and operational processes.• Identify and research new technology opportunities.

County Dublin, Ireland

• Leading the overall customer loyalty and retention strategy, including the development and implementation of retention programs for various products and services• Identifying opportunities & implement tactics to maximize revenue and minimize churn among existing customer base• Work with the Base Management Team and cross-functional teams to create and launch campaigns/programs, driving loyalty and revenue• Analyze and report monthly usage patterns, churn, customer base trends and customer retention projects and initiatives• Understand brand and product proposition through all communications channels• Monitor changes and keep updated on the organization’s products and services• Track customer complaints and develop customer service polices and standards• Launch all required retention and loyalty activities as per roadmap

County Dublin, Ireland

• Contacting both existing and new customers - Inbound and Outbound Sales• Providing the best possible customer experience with every phone call• Selling a range of telephone, broadband & mobile products/services suited to the individual needs of the customer, achieved through a sound knowledge of the products on offer and strong communication skills• Identifying opportunities to upsell/cross sell these products where necessary• Ability to handle and ultimately overcome any customer objections or queries• Securely and accurately entering information into our in house CRM & Billing System

County Dublin, Ireland

• Recognizing and logging faults reported by customers by phone and in person • Running daily reports on the in house system to count current issues opened • Calling customers on a daily basis with updates.• Answering fault query emails that other members of staff may have• Keep direct contact with Eir Group and arranging appointments for Engineers to call to customers• Ensuring that all faults are resolved and customer has service before closing off any faults reported

Higher National Diploma, Project Management, Distinction

Microsoft Expert Excel 2016, In Progress

Fetac Customer Service Level 5, Customer Service Management, Distinction

Business Administration Certificate, Business Administration And Management, General, Distinction

Leaving Certificate, General Studies

Higher National Diploma, Data Analysis, Tbd

The course covers the following areas: Storing Data Working with SQL to store and retrieve data Preparing Data Power BI Modelling Data.