Duties have included : • Contacting our current customer base for Fibre To The Home, mobile phone and Eir TV upgrades • Support the retention team if required, to help prevent churn rates • Support incoming lines during any price increase changes in the business • Assist in migration programs to move customers from legacy billing systems (TIS) to current and future systems • Support the New Customer Sales (TSS) team to acquire new business across Fibre Broadband, Mobile & TV services • Support the Back Office department for fixes required on accounts that have been affected by billing and service bundling issues • Admin support in Back Office for migration of customers from old PSTN line services, across to Fibre To The Home (VOBB) and arranging Open Eir engineer appointments • Front-end and Back Office migration of customers from legacy TV services (Eir Vision) to upgraded services (Eir/Apple TV)

Customer Retention Advisor

(Ended because of Covid-19 Pandemic)• Ensuring highest quality service provided for Irish Day Tours & City Sightseeing Dublin guests. Large number of international tourists visit Ireland annually - and we are proud to provide the best day tours for our guests. Cliffs Of Moher, Blarney, Cork, Titanic, Giant's Causeway, Ancient East etc on a daily basis, 364 days a year. There is also the wonderful option of our superb Private Hire. We also run the world-famous City Sightseeing hop-on hop-off bus service for Dublin City.• Respond to phone calls, emails, social media, live chat queries from home, office or our tourist offices in Dublin City• Look after rebate or customer issues for our services and ensure all are responded to in a timely fashion• Weekly figures analysis for all tours • Updating information for our website - marketing / sales / itineraries• Working with OTA's nationwide & abroad to ensure pricing/itineraries in sync across the board• Monitoring our fleets, both for Dublin City hop-on hop-off & nationwide day tours• Management of online reviews & responding on daily basis (TripAdvisor, Get Your Guide etc)• Monitoring & reporting daily ticket sales for all services• Daily interaction with Marketing department for updates and implementation on all available platform

(Irish operations ceased)• Proactively seeking out new opportunities with a pre-approved sourcing brief.• Acquire and manage new Smartbox Partners • Manage a sales pipeline using outbound calls, qualifying potential partners, creating quotes & closing contracts.• Negotiate the best deal to facilitate a lasting relationship between Smartbox and the Partners.• Identify cross-selling opportunities to maximize the value a partner can attain from working with Smartbox.• Gather & input accurate data into the CRM database (Salesforce).• Actively listen to the Partners clear personal development goals and help them to achieve them.

• Gathering customer website feedback on a weekly basis, and distributing to area managers nationwide.• Communicating with our customers on our Live Chat facility, email, letter, phone, face-to-face.• Compiling information and constructing databases for campaign use, for CSRs nationwide.• Assisting with training in other Top Oil depots across Ireland.• Handling all customer emails for Top Oil, and assigning to depots/managers nationwide.• Assisting our Sales reps in gathering leads and potential new business through multiple sources.

Continuing in my role in the Vodafone Fixed Response Team. Ownership of complaints/queries regarding Vodafone At Home/Office services. Respond by letter, phone and e-mail - aim for first time resolution, applying rebates when applicable. Complaints : Vodafone Ireland CEO, Director & ComReg (Communications Regulator) level.In constant communication with internal management, customers and Regulator to resolve all issues.

Processing new/existing customer orders for Vodafone At Home / Vodafone Office customers.Upgrades for standard & fibre broadband products, with relevant Wholesale contacts (Eir, BT Ireland).Organise appointments for new phone line installations, with customers. Sending email/sms to customers with updates on faults/delays/rescheduling appointments.Liasing with Vodafone Retail, nationwide - should a customer query orders with store staff.

A member of the Vodafone Fixed Response Team, ownership of complaints/queries received by letter, regarding Vodafone At Home/Office services. I responded by letter, phone and e-mail - and aimed for first time resolution, whilst applying rebates when applicable. High level complaints, that reach the company Directors, our CEO and other Senior management. The majority are received through Comreg (Communications Regulator) and require immediate action.On occasion, a customer will arrive to HQ and ask to meet face-to-face to discuss their complaint.An extremely busy, yet rewarding role.

Working on multiple campaigns through a dialler/Excel system, calling customers in an effort to re-contract our customer baseThis included : welcome calls, first bills, health checking, re-contracting with discounts or additional minutes, package upgrading, and general Customer Care queries.KPI's included, calls made, log in time, not ready time, talk time.

Following Vodafone's acquisition of Perlico, these customer's had their accounts ported over to the Vodafone platform, and given new account numbers.I assisted the IT department due to my systems and product knowledge, with multiple testing modules to ensure these customers would be able to transfer successfully, and upgrades, payments, billing and general system requests would complete.Over the course of 4-5 weeks this proved very successful, and all customers ported to the Vodafone At Home platform.

Offering Vodafone mobile customers deals to keep them on the Vodafone platform, before they ported to another provider. Including handset upgrades, and optimising tariffs while including extra texts/call bundles to entice customer's to stay. Daily KPI's included save rate, call handling time, call quality, upgrades.

Making outbound sales calls on a dialler system, upgrading Vodafone mobile customers.KPI's included 10-15 mobile upgrades on a daily basis while also ensuring a high level of Customer Care.

Following the acquisition of Perlico by Vodafone, i moved in to their Vodafone At Home Customer Care department, in an administrative role. Assisting Care team for 4 weeks with placing credits/ requesting cheques to Vodafone At Home/Office accounts due to admin backlogs.Previous experience of using internal systems allowed me to reach targets and help significantly reduce outstanding admin work for Vodafone At Home team.

Inbound and Outbound Customer Care calls, escalations/resolutions for Perlico before takeover by Vodafone Ireland.Busy role, where our team would resolve all customer queries in a friendly, timely manner.Main role was incoming phone calls from customers regarding, billing, faults, complaints.To add, every attempt was made to sign new customers when achievable on a day-to-day basis. There were also outgoing calls to take ownership of any escalations, and see through to close.Team goal was to achieve maximum service level, high customer satisfaction, and first time resolution.