John Mccormack Email & Phone Number

Limerick, LK, IE

• Responsible for the performance & development of a team of 15 Analysts within the Three Ireland operations support team.
• Working closely with our outsource partner over the last 5 years to visit, establish & integrate a team of analysts into the business, who work as one team with their colleagues in Limerick.
• Involved in the management of key vendor relationships, holding weekly meetings & monthly business reviews to ensure issues are discussed & resolved, along with targets are being met.
• Overseeing the daily operational performance of all service teams within Three Ireland.
• Responsible for Queue, Incident & Escalation Management within Voice, Messaging & Retail channels.
• Created issue escalation systems via MS Power Suite, which has significantly reduced the MTTR of incidents across the business, particularly in Retail.

Limerick, Munster, Ireland

• Real time management of all agents queue/skill related queries within Three Ireland Service Centres.
• Production & presentation of daily reports to the Senior Management Team.
• Daily monitoring of agent adherence and updating of schedules through WFM systems on a near-time basis (Verint - Impact 360).
• Use of Brio/Teradata system reporting to analyse customer propensity to call during campaigns.
• Responsibility for producing content, conducting presentations & sharing insights about Real Time operations to corporate customers & visitors.
• Providing regular feedback to Team Leads in order to assist with real time queue and crisis management.

Limerick, Munster, Ireland

• Responsible for the training & development of team (19 agents) to exceed agreed metrics during my Team Leaders extended absence.
• Liaising with senior management team.
• Incentive champion – developing and driving high performance on incentives by adopting a sales through service approach.
• Crisis handling and real time reporting.
• Conflict resolution / customer escalations.
• Effective communication and troubleshooting with Business Change teams surrounding new product launches.

Limerick, Munster, Ireland

• Responsible for handling customer queries, both by telephone and by email.
• Managing and resolving customer complaints.
• Entering new customer information into company systems, processing orders and forms.
• Routing calls to appropriate departments.
• Following up on customer calls where necessary.
• Upselling and cross-selling of company products to customers.

• Field based role with the primary responsibility of visiting customers on-site but also providing phone and email support. Key accounts included Dawn Meats Group, symbol stores and several blue-chip companies such as.
• Ensuring that a high level of customer service was maintained for all customers in line with service level agreements.
• Administration and customer order processing.
• Cross-selling new products and services to the existing customer base.
• Liaising with logistics department to arrange representative appointments for new clients.

Limerick, Munster, Ireland

• Responsibility for intake of daily deliveries to store each morning.
• Ensuring that all customer online orders are dispatched to the relevant store departments each day.
• Working with stockroom colleagues to ensure that productivity targets are met each day, allowing new stock to reach the shop floor when required.
• Liaising with warehouse in order to replenish stock.

Limerick, County Limerick, Ireland

• On-site role during summer months, with responsibility for distribution & collection of cleanroom garments for customers including Analog Devices & Stryker.