Ian R. Email & Phone Number

Limerick, Ie

Ireland

Ireland

Limerick, County Limerick, Ireland

Limerick, Munster, Ireland

• Leading a technical team to deliver a differentiated & world-class support experience.• Working multi-functionally with all departments within WP Engine to meet our Service Level Agreements (SLAs) and customer satisfaction goals.• Working intra-departmentally with other Support Leaders to capacity plan, maintain appropriate staffing levels and handle escalated customer concerns.• Managed and developed teams to achieve their maximum potential by developing and nurturing an inclusive and open environment and culture while also creating development plans tailored to the employee’s strengths and interests and still ensuring company KPI requirements were exceeded.• Identifying the need for and creating or improving operational models that are key in the success of the company meeting its strategic priorities.• Ensuring that the team’s day to day decision making from an operational and customer standpoint are in line with the company’s values.• Managing the day to day operation so that customer queries are dealt with in a timely and efficient manner.

Ireland

Team Lead over Vodafone Ireland's Fixed Line Consumer Technical Support team and also Zagg Ireland's European Customer Support team.Previously over Vodafone Ireland's Retentions team, IPTV and LightSpeed teams, Second Level Technical Support team and Enterprise's Technical Support and Perfect Start teams. All of these roles were for Vodafone's fixed line services.

Ireland

• Resolved customer technical queries, service requests and complaints via the phone and email.• Solved customer issues and champion the best interests of the customer to other relevant departments and individuals.• Logged important customer information and actions to the relevant database/system.• Dealt with customer escalations on behalf of my Team Leader.• Trained and supported new employees with any queries.• Achieved daily/weekly/monthly performance metric.• Supported the Team Leader in coaching duties.

Higher Diploma, Data Analytics, Second Class Honours

Ba (Hons), Business Studies, First Class Honours

The purpose of the BA (Hons) in Business Studies programme is to give students the business skills that are in demand by companies, large.

Graduate Diploma, Icm - Management Studies, Distinction

The following modules were taught through this course. • Customer Service • Marketing Management • Human Resource Management • Strategic.

Qqi Level 6, Employment Law, Distinction

Employment law principles and provisions of the Irish legal system and the influence of European law on Irish employment law. Individual.

Qqi Level 6, Supervisory Management, Distinction

Examine the duties and responsibilities of the Supervisor/Manager. Current industry standards, guidelines and practices that affect.

Bachelor Of Science - Bs, Computer Systems And Network Management