Providing free legal representation for the public.Responsible for the entire conduct of the case: interviewing the client, taking instructions from the client, liaising with the other side, negotiating settlement, drafting witness statements and other submissions, and representing your client at Tribunal.

Trained and coached new members of the Dublin commercial operation teams. Developed and led the new Quality team in Singapore, focusing on the alignment of the ASIA PACIFIC operations (150 people) with the worldwide structure.

Conducted audits of the financial transactions of a major client to ensure compliance with the Sarbanes–Oxley Act 2002 (US Law). Submitted findings to client’s senior management and to the Accenture leadership team, with recommendations aimed at strengthening internal controls. 4 out of 5 recommendations were implemented, leading to an increase in transaction accuracy from 92% to 98% during that period.Conducted audits of the query management team, initiated changes to customer communication methodology. Leading to 20% increase in NSAT survey result (Client’s critical performance indicator for customer satisfaction).Re-engineered business transaction processes for EMEA, using Lean methodology. This led to a 20% increase in billing accuracy.Assisted with the drafting of new business contracts using macros documents to increase data accuracy.Designed and launched new Key Performance Indicators reports using Excel macros.

Managed teams (10 to 30 people) with Senior Team Leader to ensure continuous review of performance indicators based on client-developed metrics.Managed 5 projects that defined operational impact on customer mergers and Microsoft’s acquisition of new businesses.Team won “Team of the month” in September 2007 and March 2008

Applied Six Sigma methodology to document and improve business processes for the department.Managed the implementation of moderately complex projects based on formal business process mapping methodology. This included the training and support of the vendors’ staff.

Handled customers’ commercial queries.Won “rookie of the month” award for January-March 2006 quarter (best performing new hire)