Emma Murphy Email & Phone Number

Dublin, IE

Dublin, County Dublin, Ireland

• Plan, direct and co-ordinate activities to manage and implement key strategic projects from design to implementation while leading and overseeing a team of internal and external stakeholders.
• Reporting into CEO, lead project meetings to monitor progress, actively collaborate on solving problems and communicate impacts and updates to key stakeholders.
• Apply an MVP approach to project roadmap, leveraging customer insights and behavior allowing us to learn quickly and improve product offering for maximum scaling.
• Relationship manager for all third party vendors and software development teams including app and website.
• Responsible for co-ordination of Technical and Business Teams through market assurance, and all associated testing, where relevant.
• Responsible for prioritized pipeline of sprint work into the Internal Software Development team by working alongside key business stakeholders and applying a cost benefit analysis of all work items ensuring we are.

Dublin, County Dublin, Ireland

• Ownership and accountability for all onboarding customer targets from lead through to service delivery completion.
• Project managed the migration of our Sales function in-house in May 2015 whilst maintaining all service levels.
• Built internal direct response sales team including agent recruitment, system requirements, design and implementation od all internal processes, performance tracking metrics, scorecards, and training manuals.
• Designed all sales reporting and tracked same to ensure consistent agent performance and service SLAs met.
• Ensure maximized efficiencies gained based on learning and by working with other departments to enhance the customer journey by reducing complexity and improving processes and in turn driving sales and completions.
• Built internal switch team to drive customer win back at point of cancellation.

Dublin, County Dublin, Ireland

• Ownership and accountability for the company service delivery completion rate from sale to meter on wall.
• Vendor manager for two large engineering companies who installed our meters- 50 engineers on the field and our third-party call centre on-boarding team of 15 agents.
• Managed internal service delivery team of 6 agents to drive performance and achieve strategic targets.
• Reviewed all customer, sales and technical processes to ensure optimised and in turn completion rate was maximised.
• Designed and implemented all internal reporting to track installation completion performance by install company, individual installer performance, route performance along with call centre agent performance and using.
• Successfully Project managed transition from two Field Services companies to one and in-turn all reporting and system integration and impacts.