James Lenane Email & Phone Number

Madrid, Es

Madrid, Community Of Madrid, Spain

Barcelona Area, Spain

Changing to working outside business hours meant I was accountable for all European customer faults. I managed escalations typically handled by higher management and was required to liaise with and update VPs on high visibility issues.✔ Led multi-cultural and geographically distributed teams responsible for partner engagement, customer contact & resolution on network faults.✔ Delivered process enhancements to increase efficiency and return on investment from business hours teams.✔ Oversaw higher level escalations and allocated resources and action plans to ensure progress of key incidents.

Barcelona Area, Spain

I was promoted to lead a multicultural team of up to 30 fault analysts and network technicians responsible for managing and fixing issues on customer networks. Colt was going through an organisational and procedural transformation at this time which gave me the opportunity to be more involved with project and change management.✔ Led team in achieving KPIs in SLA, customer satisfaction (NPS) and technical resolution.✔ Reviewed working methods regularly to identify ways of improving customer experience.✔ Looked for areas where relationships between the team and our customers were not working well and worked to improve them.✔ Managed conflict resolution promptly, and where appropriate initiated disciplinary action for performance and behavioural incidents, according to HR guidelines.✔ Prepared team for internal and external audits and presented key points to auditors (ISO 9001:2015).✔ Met with customers to identify changing needs and potential challenges, then worked with service managers and process champions to implement improvements.✔ Reviewed operational processes on a regular basis, providing feedback for improvement and facilitated the implementation and roll out of new products and their related processes. ‣ Acted successfully as a key quality and process champion for the transfer of duties to a new technical support team in India in 2016. Provided remote online training and support in Colt customer service and quality standards to the new team. Remained as a general liaison person and knowledge expert for several months during the transition to full functionality. ‣ Contributed significantly to establishing new standardised and simplified processes and work flow during the implementation and transition of the former non-technical service desk to technical customer service in 2013.

Barcelona Area, Spain

I led a team of 12 people responsible for managing the resolution of faults on customer networks. Colt has a wide range of customers in the finance, trading and technology sectors.✔ Created a unified library for the team’s processes which improved efficiency and reduced downtime.✔ Engaged customers that had a negative experience to learn how Colt failed to meet their expectations, ensure they were satisfied the issue was resolved and provided any additional support or follow-up required.✔ Streamlined reporting within the team which gave a simplified yet more detailed view of individual performance .

Barcelona Area, Spain

✔ Managed incidents and escalations for Colt’s “focus care” customers.✔ Designated Incident Manager for Colts largest customer, responsible for their satisfaction regarding their high impact incidents across Europe.✔ Built relationships with customers and took part in customer meetings to discuss service levels.

Barcelona Area, Spain

I led a team of 12 people responsible for managing the resolution of faults on customer networks. Colt has a wide range of customers in the finance, trading and technology sectors.✔ Created a unified library for the team’s processes which improved efficiency and reduced downtime.✔ Engaged customers that had a negative experience to learn how Colt failed to meet their expectations, ensure they were satisfied the issue was resolved and provided any additional support or follow-up required.✔ Streamlined reporting within the team which gave a simplified yet more detailed view of individual performance .

Barcelona Area, Spain

✔ Distributed workload and assigned specific tasks to team members.✔ Acted as knowledge champion for the UK, Ireland & Sweden desks.✔ Performed QCs on work done by the team and ensured actions were being taken in a timely manner.✔ Identified areas that needed improvement and created plans to increase knowledge and compliance amongst the team.

Barcelona Area, Spain

Co. Clare, Ireland

✔ Responsible for arrears on GE’s Northern Ireland automobile portfolio; I negotiated with customers to arrange timely payments.✔ Judged when a vehicle needs to be passed for repossession and assisted with write-offs.✔ Managed time constraints and balanced a large workload to ensure I prioritised the most important duties first.✔ Trained and mentored new staff.✔ I received GE’s highest rating in my year-end review for having the only region that exceeded annual targets for automobile collections.

Lahinch, Ireland

✔ Responsible for smooth day to day running of the hostel.✔ Maintaining company website and engaged in internet advertising to drum up new business.✔ Ensured customer satisfaction and built loyalty to encourage repeat business.✔ Trained and mentored new staff.