Calligrapher & Designer & Founder of Arcadia Script.A bespoke modern calligraphy & design studio based in Wexford, Ireland with the intention of creating thoughtful & aesthetic pieces.

• Co-Managed 108 multi lingual team members, for Microsoft EMEA Enterprise Agreements Volume Licensing. The team consists of validators and processors, responsible for reviewing, SOX checking and billing clients for Microsoft product licenses.• Ensured service level agreements were met & all revenue processed within each fiscal month.• Handling escalations and priority requests in a promptly manner.• Co-ordinated & resolved compliance reports for… Show more • Co-Managed 108 multi lingual team members, for Microsoft EMEA Enterprise Agreements Volume Licensing. The team consists of validators and processors, responsible for reviewing, SOX checking and billing clients for Microsoft product licenses.• Ensured service level agreements were met & all revenue processed within each fiscal month.• Handling escalations and priority requests in a promptly manner.• Co-ordinated & resolved compliance reports for Volume Licensing. .• BCP co-ordinator for Volume Licensing as a whole.• Volume Licensing point of contact for cross regional processing assistance• Interviewing new hires and senior positions within the team. Show less

• Managed nine multi-lingual financial specialists, for the investment and variable annuity product lines. The team consisted of a quality control team & transaction processing team, responsible for offshore Investments in force transactions and broker dealer functions. Provided support to the customer service team handling incoming calls and emails.• Created monthly productivity & quality reporting on team and individual… Show more • Managed nine multi-lingual financial specialists, for the investment and variable annuity product lines. The team consisted of a quality control team & transaction processing team, responsible for offshore Investments in force transactions and broker dealer functions. Provided support to the customer service team handling incoming calls and emails.• Created monthly productivity & quality reporting on team and individual level.• Analysed reports, identifying key trends, root cause & implemented initiatives to reduce errors• Collaborated with the team to reduce the volume of transaction errors.• Established quality control checklists/procedures to ensure procedures are followed correctly.• Created and streamlined new and existing processes and procedures.• Participated in meetings identifying, requesting system improvements & eliminating bugs.• Participated in redesigning multiple customer forms, to reduce errors & increase efficiency.• Reviewed business requirements for projects and marketing material for accuracy.• Provided mentor-ship and feedback, ensured all team members continually developed.• Involved in interview and selection process of new hires.• Reviewed daily & weekly financial variance reports, ensuring transactions reconciled correctly.• Liaised on a daily basis with internal & external stakeholders and handled escalated issues.• Managed team schedule and pro-actively ensuring all responsibilities covered on multiple shifts. Show less

• Managed eleven team members for the variable annuity product lines.• Ensured department benchmarks were met while maintaining service standards.• Conducted monthly Team meetings and one on ones with all team members.• Identified and reviewed business requirements for product implementations.• Managed team schedule.• Identified and pro actively implemented process improvements.• Created and administered a reward and recognition program.• Provided mentor-ship and… Show more • Managed eleven team members for the variable annuity product lines.• Ensured department benchmarks were met while maintaining service standards.• Conducted monthly Team meetings and one on ones with all team members.• Identified and reviewed business requirements for product implementations.• Managed team schedule.• Identified and pro actively implemented process improvements.• Created and administered a reward and recognition program.• Provided mentor-ship and feedback.• Completed daily & monthly reports on quality, productivity and resources required• Worked closely with the training department for support of new hires.• Involved in interview and selection process of new hires.• Completed and presented direct reports goals and mid-year reviews. Show less

• Ensured department benchmarks were met while maintaining service standards.• Conducted monthly Team meetings and one on ones with all team members.• Identified and reviewed business requirements for product implementations.• Managed team schedule.• Identified and pro actively implemented process improvements.• Created and administered a reward and recognition program.• Provided mentor ship and feedback.• Completed daily and monthly reports.• Worked closely with… Show more • Ensured department benchmarks were met while maintaining service standards.• Conducted monthly Team meetings and one on ones with all team members.• Identified and reviewed business requirements for product implementations.• Managed team schedule.• Identified and pro actively implemented process improvements.• Created and administered a reward and recognition program.• Provided mentor ship and feedback.• Completed daily and monthly reports.• Worked closely with the training department for support of new hires. Show less

• Processed customer transactions in a timely and accurate manner.• Established new accounts for clients per instructions received.• Ensured accurate processing of all initial and additional payments.• Reconciled cash received to investment instructions.• Maintained and updated customer files.• Provided subject matter expert support to new hires for a site move on multiple occasions.• Participated in a nine month rotation to the Canadian office.• Received a Sun Award… Show more • Processed customer transactions in a timely and accurate manner.• Established new accounts for clients per instructions received.• Ensured accurate processing of all initial and additional payments.• Reconciled cash received to investment instructions.• Maintained and updated customer files.• Provided subject matter expert support to new hires for a site move on multiple occasions.• Participated in a nine month rotation to the Canadian office.• Received a Sun Award for supporting the development of a new team and consistently exceeding quality & productivity goals. Show less