Keith Dolan Email & Phone Number

Cork

• Coordinate and ensure successful implementation exclusively of all Redundancy & TUPE Restructure for the UK employee base for Telefonica O2 UK programme activities, ensuring all key deadlines are met within agreed timeframes.• End to end administration and co-ordination from scope lists to payroll close – calculating Business costings, quotes, creating legal documentation settlement / compromise agreements including large scale projects, main point of contact for employee and solicitor queries.• Continually monitor project progress, and engage with UK Business regarding best practice, offering solutions and alternatives where issues arise• Build relationships with, advise and influence stakeholders to follow appropriate policy and steps to ensure legally compliant procedures are implemented • Proactively manage any anticipated or actual escalations.• Continually review and redesign business processes that support and ensure compliance. • Instil a strong customer focused mind set within the team to both ensure adherence to SLA’s and delivery of an exceptional employee experience to our customers. • Design and deliver training and development plans for new starters• Ensure legislative updates are incorporated into process, and update knowledge database and work instructions. • Accountable for delivering both a continuous improvement mind set and tangible high value change.

Dublin

• Continuous Improvement coordinator for the EPSC L&D team • Course/Module/Event set-up in the Learning Management System • Invitation and booking coordination for facilitated programmes• Distribution of feedback questionnaires, pre-work information and reminders• Data collation and report generation in the Learning Management System

Dublin

•Responsible for 2 large TUPE projects and implemented the transfer of approx. 3000 employees•Processing large volumes of solicitor invoices related to employee Compromise Agreements•Confidential employee data collection and reports for TUPE projects•Process VR applications and creation of employee compromise agreements•Processing employee exits •Updating knowledge database and work instructions•Responsible for Employee Redeployment projects•Deliver on a wide range of HR transactional processes ensuring high levels of accuracy•Provide an effective and efficient service to o2 employees via agreed service levels•Update and maintain data on relevant systems, ensuring the highest levels of accuracy.•Daily use of systems such as Chorus, EIC, SAP and extensive work with Microsoft Excel

Dublin

•Provided key administrative processes for HR activities to the UK Lifecycle team•Responsible for supplying employment and financial references for O2 employees•Managed Paternity leave applications and processing•Solely responsible for processing weekly and monthly reports to a large distribution list throughout O2 UK•Shared services of Position Management forms, Sick Leave, absence amendment and Holiday carryover•Ensure efficient and effective process delivery accompanied with great customer service

Cork

•In-game support representative - service specialist supporting Blizzard Entertainment customers via chat and email within the game environment•Provide first contact resolution of customer issues via chat and e-mail.•Provide exceptional customer experience as measured through customer surveys. •Maintain productivity that met or exceeded departmental goals•Deliver timely and accurate responses to customer questions and requests.

Cork

•Processing payments and penalty charges for M50 toll•Handling a large volume of inbound calls in a professional and friendly manner

Cork

•Reviewed and summarised client claims before submission to Claims Analysts•Responsible for supplying documentation to the Credit Unions and Irish Brokers Associations nationwide•Dealing with all queries from the companies clients in a professional and friendly manner•Meeting daily targets for document image allocation for customer policies•Provided strong and efficient customer service on a daily basis •Dealing effectively with large volumes of inbound calls from clients. •Displayed excellent communication skills in all aspects of this customer focused role•Worked extensively on a daily basis with software packages Citrix, Liberty and Microsoft Outlook

Ireland

•Responsible for the efficient day to day activities in the branch including key holder responsibility•Ensured consistent delivery of the highest standards of machine maintenance•Responsible for machine breakdown service•Managed office in manager’s / hire consultant’s absence•Implemented customer care policies and dealt with enquiries and complaints•Oversaw the offsite use of machinery•Prepared breakdown reports and fault analysis reports•Managed and ordered weekly stock and oversaw deliveries•Trained and directed new workshop staff•Carried out fault analysis and repaired machines•Demonstrate flexibility and reliability at all times to ensure effective response to a variety of challenges•Extensive use of Microsoft Word, Excel and Lotus Notes•Required to work as a team to ensure the delivery of the highest quality of service