John Callaghan Email & Phone Number

Dublin, County Dublin, Ireland

Dundalk, County Louth, Ireland

Client relationship management, systems and process overview, business turnaround and improvement.Client internal systems assessment and improvement plans. Creation of business workflow automation plans

Dublin, Ireland

• Responsible for multi-million Managed Services Contract with multinationals across Europe.• I manage a team of Project Executives located across Europe and I am accountable for the end to end Service Delivery of Managed Print Services Programme. • Leading and managing full life cycle, high value complex global services and projects.• Specific responsibilities include promoting the continuous improvement of productivity, service quality and customer satisfaction. • Delivered service that exceeded SLA and ensured renewal of contracts.• Revenue and Gross profit improvements identified and executed.• Transformed and grew the business by adding extra service elements.• Developed strong client relationships.• Increased client satisfaction and ultimately succeeded in renewing and expanding the business.• Extensive experience in working in a multi-cultural environment.• Provide leadership, coaching and mentoring with and between direct report team and project aligned resources.

Xerox is a global document management company, LEO is one of the three main business units in Xerox,offering the widest range of services in the industry, including printing and document managementconsulting and outsourcing.Duties included:- Ensuring that business goals are met, including service levels, utilization and customer satisfaction- Acting as an escalation point for customer, internal help-desk and 3rd parties- Identifying and developing account processes and standards as well as assuring compliance- Working with other departments and colleagues to ensure effective working relationships across the organization- Design the Total Cost of Ownership (TCO) and elaborate the best saving cost solution.- Preparing and delivering Quartley business reviews to the client- Preparing invoice drafts and adhering to billing schedule- Participating in client negotiations i.e.: contract, penalties, forecasting and maintaining professional relationships with the client- Project manage due diligence/site discovery activity across Multiple sites & countries (EME&A)- Identify risks- Pro-actively dealing with all challenges in order to prevent problems/escalations by conducting internal meetings and/or conference calls- Managing MACD requests in timely manner to ensure all targets are met- Ensuring highest service quality is delivered at all times- People & Account management

Resolving invoicing and ad-hoc customer queries and as a result developing my skills by resolving the following query types:Pricing, meter readings, VAT, contract errors (partner & end user issues), general contract queries as well as discounts queries with the aim of enabling Xerox to collect correct revenue and most importantly allow Partners/Customers to avail of Xerox service and consumables without issues by using the SAP systems CRM and ECC as well as the legacy systems.

Iso 9001:2015 Requirements And Effective Process, Certified

Trade And Customs, Certified

Itil, Foundation Certified

Computer Science

Education record

Yellow Belt