Geraldine Stone Mcdevitt Email & Phone Number

County Dublin, Ireland

I am a highly motivated and focused individual and I work best in a busy environment. I have worked in the Telecommunications Industry for almost 16 years across a number of different departments and roles.During this time, I have gained many skills including; people management, project management andworking with virtual and off site project teams. I am experienced across numerous different elements oftelecommunications, ranging from customer service to network management.

Solely work for corporate customers managing Incident & Change.Manage helpdesk calls & emails Assigning Incidents to correct resolver teams. Jeopardy management of all tickets closing them within SLA.Organise site access and customer approvals for engineers.Continues improvement

Dealt with priority work / escalations which involve re-scheduling of workloads at short notice,with limited resources and time constraints.Updated all reporting and task management toolsCommunicated regular status updates to Engineers and ManagersWorked closely with project management teams on different projectsManaged part of the cancellation process for circuits and proactively implemented processchanges for removal of all equipmentEscalated any major issues to the works control team manager.

Responsible for part of BT Ireland’s programmes for cost of sale reductions and revenue assuranceManaged several thousand third party inventory items on a monthly basisManaged a team of two cost analysts. Duties included target settings, work allocation andperformance managementDrove process change within the service and account management teamsDefined service management requirements to improve customer experience based on customer complaintsManaged customer complaints and credits resulting from service and billing issuesDuring FY 11/12 as part of a team of three, delivered €18 million of additional profit through various programmes.

I was responsible for managing, motivating and coordinating a team of Client Service Managers, to deliver an excellent customer experience and to meet strict deadlines, while maintaining senior level relationships inside and outside of BT, as part of a defined contact strategy. Coached and monitored team and individual performancesSet and prioritised team and individual targetsEnsure the team maintained high standards of professionalism and were customer focused at all times when dealing with internal and external customersDealt with all team performance issuesAdhered to customer satisfaction guidelines Maintained high standards in negotiation and communication skills when presenting to senior managementDesigned and implemented incentive programmes for my teamAllocated team budget and resources Managed and pushed improvements both from a customer and team perspective

Order entry for all Products and ServicesRun reports from BT Ireland’s main delivery system to generate and monitor daily work loadEnsure workload is progressed within designated SLA’sLiaise with account management and customers to gather missing or incorrect informationLiaise with the order management team to provide order updates to customersResponsible for placing orders for a large number of SME’s in an account management capacity and support larger accounts as part of the overall account team. System expert and super user for all company ordering systems