Katelyn Divilly Email & Phone Number

Ireland

Consult with clients on organisational and learning needs: Collaborate with clients to understand their specific challenges and requirements, ensuring development programmes and interventions align with their strategic goals.Design and deliver bespoke leadership development programmes: Create and facilitate tailored programmes for leaders at all levels, using evidence-based approaches and principles of adult learning to ensure practicality and effectiveness.Provide coaching, mentoring, and other interventions: Offer one-on-one coaching, mentoring, and additional interventions to support leader development.Create persuasive proposals: Develop compelling proposals that align with and support clients' strategic objectives.Contribute to company initiatives: Actively participate in initiatives that drive company objectives forward, leveraging expertise in leadership development and drawing on previous operational experience to provide practical insights and solutions.

Galway, County Galway, Ireland

Effectively leading a diverse team of managers, and indirectly managing two sales teams and one customer service team. Previously managed the Program Management & Business Insights and Analytics teams.Using neuroscience based coaching techniques and accountability measures to ensure team output is consistently accurate, timely and goes above and beyond expectations. Working cross-functionally with partners to ensure commitment to meet our customers demand is met. From recruiting the right employees, evaluating the effectiveness of training and ensuring our financial policies are aligned to our customers needs. Implementing standards to support the expansion plans of the department; coaching & performance management frameworks, defining QA framework and running contact calibrations for the department, KPI market research, creation of compensation plans, launch of new teams and customer offerings, review and documentation of standard operating procedures, facilitation of MBRs / QBRs.Creating and nurturing a culture of inclusion and empowerment, listening to and observing employee needs and investing time and resources to foster engagement.

Galway, Ireland

Led a team of eight team managers, and indirectly 150+ customer service representatives.Facilitated achievement of KPIs, compliance to processes and eNPS targets.Daily operations management; liaising with stakeholders (WFM, QA, Training), change management, ownership of end to end process improvements, data analysis, strategic planning.

Galway, Connacht, Ireland

Received ‘We Bring Top Talent to the Table’ global annual award in 2019 for outstanding achievements in people development (16 internal promotions to tier 2 / management).Travelled to Bangor, Maine, NA in 2019 to train and manage a team of 18 customer service consultants.Travelled to Berlin, DE in 2018 to train an Operations Manager in Wayfair policies, processes and people management.

Galway, Ireland

My responsibilities in this role include:- Leading a team of Sales & Service consultants by providing 1:1 coaching and help to achieve their metrics.- Working with Excel & Pivot Tables to accurately report on team metrics and other weekly company reports.- Providing regular guidance and direction to not only my own team but all of the Sales and Service Teams.- Handling customer escalations.- Working with many other departments to calibrate the companies different branches; Supplier Operations, Freight Team, Finance, QA, Training and others as they arise.

Lyrr 2, Ida Business Park, Mervue, Galway

Extensively trained in customer service, sales inquiries, able to describe the features and benefits of products, thorough knowledge of a complex computer system, product knowledge, time management with regards follow up work, resolution of customer issues/problems and queries, trained on Kana Email System, deescalation technique, Team Captain during weekend shifts, and have supervised new staff just out of training.

Galway

Galway

Master Of Science - Ms, Work And Organisational Behaviour, First Class Honours

Dissertation title: Exploring the Relationship Between Perceived Work Ability and Presenteeism: Work Scheduling Autonomy as a Moderator.

Advanced Practitioner Diploma In Coaching With Neuroscience, Executive And Life Coaching

Bachelor Of Arts (B.A.), Psychological Studies & English, 2:1

Activities and Societies: Member of Enactus NUIG 2012-2013 Member of NUIG Welfare Group 2012-2013

Leaving Certificate.