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.• Preparation of daily/weekly/monthly insights & KPI performance reports, which I present to the senior leadership team.

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.• Liaison with Service Delivery Managers to help minimise disruption to customers during service outages.• Responsibility for the coaching and development of new team members in a mentoring role.• Reporting on top call drivers and identifying trends to assist in the analysis of queue impacting issues.• Collaboration with all teams in the Business (onshore & offshore) to manage customer readiness situations & restore acceptable queue times.• Proactively monitoring and managing service levels.

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.• Assisting the Real Time & Resource Analyst teams with tasks.• Delegation of tasks to team.• Identify coaching needs and support team members using adaptive approaches.• Provide support to the entire Consumer inbound team and help resolve technical and customer issues.• Support new agents in the 'coaching bay' environment by acting as a point of contact for queries.• Awareness of own performance metrics and taking appropriate action to ensure KPIs are met.

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 Proctor & Gamble, Genzyme Ireland and Sanofi-Aventis.• 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.