• Spearheaded the development of a groundbreaking B2B platform connecting entrepreneurs to essential resources for business growth• Secured government seed funding and €850k in additional investments to fuel business expansion• Led a diverse team of 13 members • Sold €2 million in SAAS revenue across Ireland, USA and UK

Provide strategic advice on customer success and product-market fit, helping Seed Golf improve customer acquisition, retention and grow its customer base. Guide the company in aligning its product offerings with customer needs, enhancing customer satisfaction and engagement of the Seed Golf customer community.

Lead consultant with partner Idiro Analytics, driving impactful customer experience projects for major telecoms, energy, and financial services companies. Focused on turning data into actionable insights to enhance customer journeys and deliver meaningful business results.

Worked with a global management consultancy to deliver omni-channel CRM transformation for a Tier 1 mobile operator, improving customer experience and retention. Helped startups in London and Dublin with go-to-market strategies to support their growth.

Created and led the customer service strategy for UK Broadband’s Relish product, embedding customer success principles into the organization. Focused on delivering a superior customer experience, increasing satisfaction by 20% and reducing churn. Designed customer operations to support the product launch, ensuring long-term customer engagement and retention.

Led customer operations for 3 Ireland’s Mumbai contact center, focusing on delivering superior customer service and improving operational efficiency. Successfully designed and implemented programs that reduced customer service costs (OPEX) by 8% year-on-year. Developed initiatives that enhanced employee engagement, reducing staff attrition by 20%, and improved customer satisfaction by 6% through NPS-driven strategies. Led cross-functional efforts to align operations with commercial goals… Show more Led customer operations for 3 Ireland’s Mumbai contact center, focusing on delivering superior customer service and improving operational efficiency. Successfully designed and implemented programs that reduced customer service costs (OPEX) by 8% year-on-year. Developed initiatives that enhanced employee engagement, reducing staff attrition by 20%, and improved customer satisfaction by 6% through NPS-driven strategies. Led cross-functional efforts to align operations with commercial goals, ensuring consistent performance across key KPIs. Show less

Developed and executed the customer service strategy for Ireland’s largest telecommunications deployment, the National Broadband Scheme (NBS). Spearheaded the service delivery strategy that supported a customer base growing from 0 to 40,000, ensuring compliance with Irish telecom regulator requirements. Led the implementation of customer service operations across social media channels, enhancing accessibility and customer engagement. Focused on creating a scalable, customer-centric service… Show more Developed and executed the customer service strategy for Ireland’s largest telecommunications deployment, the National Broadband Scheme (NBS). Spearheaded the service delivery strategy that supported a customer base growing from 0 to 40,000, ensuring compliance with Irish telecom regulator requirements. Led the implementation of customer service operations across social media channels, enhancing accessibility and customer engagement. Focused on creating a scalable, customer-centric service model to support rapid growth.As part of this role I also lead the implementation of customer service delivery across social media channels. Show less

Led the development of Customer World, a system integrating network and customer data to deliver insights that improved customer retention and satisfaction for telecom operators. Developed product features that empowered mobile operators to proactively serve and retain customers. Managed an Agile development process to align product innovation with customer experience needs.

Aligned marketing and customer experience strategies across Vodafone Group, improving revenue and retention by integrating customer usage, feedback into product development and upsell. Worked with global teams to implement omni-channel solutions that enhanced customer value and product effectiveness.

Led large-scale digital transformation initiatives for Vodafone Ireland’s marketing and customer services units. Spearheaded the shift from traditional voice channels to digital solutions, including web self-service, web chat, co-browsing, email, and SMS. Developed customer-centric designs that enhanced user experience, resulting in improved customer engagement and retention. Played a key role in transforming service campaign execution by integrating innovative customer interaction techniques.

Designed and implemented an omni-channel knowledge management system that centralized Vodafone Ireland's customer support policies, processes, and procedures across contact centers, retail, and web channels. Developed an architecture that tailored content to customers of varying knowledge levels, ensuring a seamless and engaging experience. Leveraged early deployment techniques in information architecture, user experience design, and customer interaction design to optimize service delivery.

Led go-to-market readiness efforts for new product launches, designing and delivering all customer experience elements required to support new offerings. This included policy definition, process design, business analysis, and training material creation. Worked with cross-functional teams to ensure that customer experience was at the core of all product launches, contributing to successful market entry and product adoption.

Provided front-line customer support, learning first-hand the challenges of delivering excellent customer service. Gained invaluable insights into customer needs and pain points, which later informed my approach to designing customer experience strategies. Maintained a customer-first mindset, even as I advanced into leadership roles, ensuring that customer proximity remained a priority throughout my career.