Estelle Murphy Email & Phone Number

Cork, Ie

County Cork, Ireland

Responsible for EMEA Service Delivery for Global sites

Cork

Cork

Cork,

Ireland

Seller Support Team Lead at Amazon Offices in Cork. Performance managing and coaching Amazon Associates

Waterford

Managed a team of Customer Loyalty agents towards departmental deliverables based on retentions and re-contracting of existing customers.• Team Leader of the month May 2011 & August 2011.• Increased team average save rate from 55% to 62% average within 8-week period.• Improved team 90 day retention rates from 63% to 70%.• Performance managed team productivity from 83% to 95% target within one month.• Top performing resign team for each month of May – July 2011.• Top team across all sites for performance based competitions May – July 2011.• Assessed and requested updates for existing in house knowledge base & became Customer Loyalty knowledge base point of contact.• Orchestrated the interview and selection process for a new team of retention agents.• Working knowledge of data protection policies

Managed the high profile cross-branded queue dealing with TalkTalk Group customers who have been charged following their cancellation. Grew from an initial 22 to 65 agents and from 2 to 5 Team Managers.• Implemented, executed and streamlined the BAC process to ensure minimal future impact to affected customers which reduced Ofcom fine from £23 million to £3 million due to queue performance.• Built credibility, established rapport, and maintained communication with stakeholders at multiple levels, including those external to the organization.• Presented weekly Operational analysis reports to CEO & director level.• Maintained continuous alignment of queue scope with strategic business objectives.• Made recommendations to modify the call structure & CRM tools to enhance effectiveness toward the business result or strategic intent.• Maintained excellent working environment through effective communication of updates and queue affecting issues.• 100% project completion on time while meeting strict timelines.

Successfully launched the pilot team of 16 agents on the TalkTalk Customer Services queue at the Waterford site, which grew to 68 agents handling calls within 5 months.• Team Leader of the Month August 2009, October, 2009, February 2010, May 2010.• Bright Spark award April 2010 – Top Team Leader across all TalkTalk Group contact centres.• Secured knowledge resources at other TalkTalk group sites. • Supported Outsource partners by being a point of contact for TalkTalk CS&B queries in January 2010. This includes action of admin tasks for the new Manila site & regular contact through various forums.• Collaborated with Real-time analysts & Quality analysts to aid development of both internal and global tools to streamline processes and increase reporting visibility.• Coordinated a temp worker initiative to manage 24 TalkTalk temps for a 8-week period in February 2010. This included continuous performance assessment and time sheet management & constant communication with external recruitment companies.• Collaborated with the training department to review training pieces being delivered in forthcoming training classes.

Moved to Customer Services for further development opportunities in a Team Leader capacity. Managed a team of agents on the AOL UK Sales & Billing queue towards departmental deliverables.• Nominated MPF champion for CS&B due to knowledge levels. Role involved handling all MPF related escalations and working closely with project manager on outstanding issues.• Developed an MPF collections process with the Outbound Department to include MPF as part of the outbound dialler system to help prevent bad debt disconnection issues for MPF customers. Disconnections reduced by 80% in the 6 weeks following introduction.• Organised a query schedule for the team leader group to increase productivity within the department.• Established and implemented a call quality initiative, which involved conducting performance evaluations weekly & calibrating the team leader group to driving the development of high performance and delivery of superior customer service • Collaborated with various stakeholders on updates and testing for new releases of the companies’ new broadband provisioning tool.• Responsible for regular knowledge base audits & required to submit all department content updates. Role required regular cooperation with the knowledge team.• Collaborated with contracted project manager on a knowledge base redesign project.• Initiated a project to improve an internal trouble ticket portal to increase agent visibility of customer affecting issues & also by introduced a survey section, which facilitated and expedited the escalation of customer service issues.• Collaborated with the Training department to build the MPF training piece for delivery to the Sales department.

Managed a team of Technical Support agents towards departmental deliverables.•Successfully managed a team of 28 for a 5-month period.•Became Department Transition Champion for AOL UKs network migration.• Piloted several network migration trials within team.• Seconded from team manager role to train, direct and lead a new class of 20 trainees on the technical support floor. • Planned and implemented a training analysis project within Technical Support by collaborating with the training department to proactively assess knowledge gaps.

Waterford City, Ireland

Worked as an inbound sales agent for the Sales department within AOL Call centre•Awarded 'Agent of the month' in my second month in the sales department.•Consistently exceeded key performance indicators.•Awarded Most Annual Inbound sales at All Hands ceremony 2004.•Seconded to Retentions department for six-month period to handle cancellation calls.•Performed tools testing for the launch of new tools within the sales department.•Handled customer escalations during and following the beta launch of new tools and worked closely with the project management & provisioning teams.

Post Graduate, Personal And Management Coaching, Distinction

This programme will equip graduates to implement coaching in diverse settings such as Business, Human Resource, Leadership Development.

Education record