James Flynn Email & Phone Number

Ireland

Responsible for leading multiple transformational and strategic initiatives across various departments within Three using Six Sigma practices and supporting toolsets. A results driven and Customer focussed role requiring excellent analysis, communication and influencing skills, plus the ability to interact across all levels of the Business. The role also involves the direction and mentoring of multiple virtual project teams in delivering initiatives to remove process inefficiencies and maximise the productive use of resources.

Programme Manager with responsibility for Customer Service Optimisation, working to increase efficiency, reducing costs and waste within the O2 Contact Centre, while improving the Customer Experience and main Key Performance Indicator's.

Responsible for identifying and delivering key cost reduction projects, plus the transformation of the Interactive Voice Response (IVR) System driving the containment rate higher by 80%.

Supported the delivery of numerous Project & Product deliveries across the main Customer touchpoints of Customer Care, Online, Retail and Interactive Voice Response (IVR).

Shannon, Ireland

One year contract as Project Manager for two major infrastructure implementations to introduce an upgraded AS/400 iSeries 825, as well as an upgraded Telephony System for the Halifax Contact Centre in Shannon.

Limerick, Ireland

As On-Site Engagement Manager, I led a team of 28 Analysts/Programmers to the United States to work for a very prominent Stock Brokering firm. Our remit was to initiate a major application support engagement worth $80 million, which was subsequently based on off-shore service provision from our Limerick facility.

Limerick, Ireland

Responsible for the analysis and development of Insurance software for one of the top 5 insurance companies in the United States.