Dylan Cunningham Email & Phone Number

Experienced sales team manager with over 5 years experience in the Payment Card Industry, specifically PCI DSS Compliance. Proven track record of successfully managing a large sales team within Dublin and Warsaw. Involved in the hiring, interviewing and on boarding of new employees and also training new and existing staff in both Dublin and Warsaw. Responsibilities:• Implementing sales targets and creating sales plans to achieve the company’s goals.• Provide guidance, training, and mentorship to the team to help them achieve targets set in place and develop their career paths.• Analyse data to understand the team’s performance and identify where improvements can be made.• Ensure effective 121 reviews, absence management and performance reviews weekly/monthly.• Completing staff probations and appraisals.• Working with HR to recruit new team members.• Handling all aspects of agent performance including hiring, termination, behavioural policies, time keeping, attendance and ensuring to reward those who thrive.• Complete daily/weekly/monthly reports.• Meeting/exceeding set KPI’s on a daily/weekly/monthly basis.• Responsible for representing the company in a professional manner. • Ability to adapt to a fast pace changing environment with positive attitude.• Working with multiple campaigns and client specifics with varying KPI’s• Use of all contact centre systems such as bright pattern, WFM (line changes & set HobbiesPhysical Fitness, Reading ups), Q-Story, Breathe HR, timeclock, client portals (acquirer & helpdesk), proficient use of the Microsoft suite and any other systems as required.• Having an in-depth understanding of PCI DSS Compliance.

I have been working as a sales team manager within sysnet global solutions for 2 years now. I manage a team of up to 14 sales agents please see below my main responsibilities :• Provide guidance, training, and mentorship to the team to help them achieve targets set in place and develop their career paths.• Implementing sales targets and creating sales plans to achieve these.• Analyse data to understand their team’s performance and identify where improvements can be made.• Ensure effective 121 reviews, absence management and performance reviews weekly/ monthly.• Daily/weekly/monthly update reports to reporting manager for review.• Meeting/exceeding set KPI’s on a daily/weekly/monthly basis.• Responsible for representing the company in a professional manner.• Ability to adapt to a fast pace changing environment with positive attitude. • Adapting to working with multiple campaigns and client specifics with varying KPI’s• Working with HR to recruit new team members. • Handling all aspects of agent performance including hiring, termination, behavioural policies, time keeping & attendance and ensuring to reward those who thrive. • Working in tandem with our learning & development department on new starter training but also continuous training. • Use of all contact centre systems such as bright pattern, WFM (line changes & set ups), Q-Story, Breathe HR, timeclock, client portals (acquirer & helpdesk), proficient use of the Microsoft suite and any other systems as required.

Responsibilities:• Handling inbound and outbound calls across multiple campaigns on a daily basis• Achieve weekly/monthly KPI’s set out by the business to support our customer’s needs. Be part of a team striving towards growing our business.• Provide Security and/or Compliance support via multiple customer engagement channels• Identify opportunities to promote and up-sell additional security and compliance products when supporting customers based on their customer profile. • Working as second in command I have been completing daily/weekly/monthly team reports also coaching and monitoring calls and supporting other agents on the team.• Use of contact centre systems such as breathe, scorebuddy, brightpattern, Qstory, timesheets and proficient use of the Microsoft suite and any other systems as required.

Dublin, County Dublin, Ireland

Responsibilities:• Communicate with eBay customers through inbound and outbound calls, emails and chat• Build and sustain an extraordinarily high level of skills centered on sophisticated customer handling and excellent communication• Take ownership for customer issues so that they are resolved and to keep customers updated along the way• Provide a quick and deep understanding of customer priorities & identify key improvement areas. Understand our customer needs & act with the customer in mind.• I had to apply discretion and deliver timely judgments with the primary goal of resolving the client problem and retention of a satisfied customer

Dublin City, County Dublin, Ireland

Business to Business sales/customer service agent :Responsibilities:• Handled inbound calls from existing customers with any billing queries or upgrades needed. • Managed calls from new and potential customer who were looking to obtain an internet or phone line connection. It was our responsibility to upsell the best and most suitable package to that customer. • Maintain a high level of customer service at all times to promote an excellent customer experience. Targeted at 85% for call quality internally to ensure this was met. • Work towards internal KPI’s and keep in constant communication with the management team regarding MPS customer surveys and areas we need to focus on.