Jordan Mcfall Email & Phone Number

United Kingdom

- Accountable for the design and implementation of a new Service Quality framework, ensuring comprehensive understanding and consistent alignment across the entire organization.- Took ownership of end-to-end quality performance and related metrics, employing key indicators such as NPS, CSAT, ASAT, escalation insights, AHT, and Quality insights to provide a holistic view of agent performance. This approach supports targeted performance coaching initiatives.- Designed and implemented an effective performance coaching model that synergizes seamlessly with Quality insights, fostering a coaching culture throughout the company.- Collaborated closely with cross-functional teams including training, marketing, operations, and HR to deliver insights for continuous improvement, accountability, and advocacy for the perspectives of both agents and customers.- Led initiatives for continuous improvement, identifying opportunities through the Service Quality framework.- Designed and executed additional supporting processes such as Service Accountability (ensuring the fundamentals of customer service), Make It Right (root cause analysis and resolution of significant customer experiences), and Recognition (structured positive reinforcement of behaviors positively impacting service quality).

Dublin, Leinster, Ireland

- Conceived and executed a new behavior-based Quality program, intricately aligned with performance coaching objectives.- Accountable for the global Hertz Quality program, overseeing internal and external partners, with a dual focus on safeguarding and enhancing the customer experience while nurturing agent development.- Pioneered and implemented a global "Agent Satisfaction" metric to elevate motivation and engagement among agents.- Instituted a comprehensive global "Make It Right" process, leveraging voice of customer surveys to address detractors and enhance overall customer satisfaction.- Engineered and implemented a proactive "Service Accountability" model that monitors and addresses agent behavior to ensure consistent service standards.- Steering cross-functional teams comprising multinational Quality & Insight Specialists across North America, Europe, the Middle East, and Asia-Pacific.- Sustained consistently high team engagement scores through effective leadership and management strategies.

Dublin, Leinster, Ireland

- Spearheaded initiatives to enhance and safeguard the quality of the customer experience throughout the EMEA region.- Formulated and implemented a comprehensive Performance Coaching program for Airbnb's global customer support centers.- Delivered strategic insights supporting the understanding and enhancement of KPIs in a dynamic, results-oriented organizational environment.- Drove improvements in both quality and operational KPIs within a fast-paced, culturally diverse, and global setting.- Demonstrated proficiency in cultivating robust, trust-based relationships with colleagues and stakeholders.- Contributed actively as a key member of a global team, fostering collaboration with leads across EMEA, NA, and APAC regions.- Overseeing and guiding a team of multinational Quality and Insights Analysts, providing support for both internal and vendor operations.- Sustained consistently high team engagement scores through effective leadership and management practices.

Dublin, Leinster, Ireland

Leading a team of Coach/Quality Analysts based across Europe and North America.Supporting the business with targeted data that will drive behavioural change and performance improvement both in-house and at partners.Led out on the creation and implementation of Service Accountability – Improving quality standards and significantly reducing egregious customer experiences globally.Collaborating with our Integrated Analytics team to prove benefit of the global Coaching Org and measure ROI.

Dublin, Ireland

Rolled out the pilot for the “Coaching/Quality Partner Integration project” for UK partners based in the Philippines – providing on-site support. Managed the relationship between ebay and partner Agent/Team leads during their transmission into the new coaching/quality model.Led regular observations onsite and over VC and provided feedback.Supported the transition to business as usual by facilitating weekly, monthly and quarterly business reviews with the partners and management.Lead the deployment of Interaction Analytics for the UK market.Facilitated best practice sharing and Quality calibration sessions between in house Coaches/Team leads and Partner Team leads.

Dublin, Ireland

Responsible for mentoring up to 30 Coaches covering UK and European lines of businessConducting regular observations and 121’s with Coaches, providing constructive feedback and coaching.Facilitating best practice sessions with Coaching team to ensure consistency and improve Coaching skills.Facilitating Quality calibration sessions with Coaches, TLs and managers across all lines of business.

Dublin

Part of the first team of ebay coaches created in November 2012.Experience coaching teams across numerous lines of business and markets.Part of NICE (call monitoring system) Pilot group – POC for the pilot and supporting numerous lines of business during the roll out.Responsible for 18 agents. Quality Champion – arranging and facilitating quality calibrations.

Dublin

Dublin Airport

Dublin, Leinster, Ireland

Dublin

Responsible for day to day management of one of Ireland's most successfulWedding and corporate entertainment bands.

Bachelor Of Science (Bsc), Multimedia

Diploma In Coaching For Performance, Distinction

Education record