Louise Dooley Email & Phone Number

Limerick, County Limerick, Ireland

Responsibilities:• Supporting the Quality Manager on developing and implementing the Company Integrated Management System including quality, environmental, health & safety. • Supporting the IMS needs of the company, including the specific requirements of individual Business functions.• Assisting in the implementation of the HSQE integrated management systems process across all functions in the business.• Preparation and updating of the Companies Quality Manual and control all procedure amendments and version control• Clearly and effectively communicate changes to existing processes or introduction of new processes to business functions.• Work closely with the HSE Teams in determining the effectiveness of HSQE policies and procedures and identify areas for improvement.• Verification that company procedures and process are being implemented in accordance with the Project Quality Program and the Company Integrated Management Systems (IMS)• Continually carry out surveillance inspections on the project recording and documenting any and all deviations from the Project Quality Program and the Company Integrated Management System (IMS).• Coordinate and Drive QA/QC procedures with site managers and train Site Managers on QA/QC where necessary.• Manage the various IMS projects effectively and ensure that there is accurate reporting on project timelines and milestones.• Completing Internal Audits as outlined in the Internal audit Schedule • Support the External Audit programs of ISO 9001:2015, ISO 14001:2015, ISO 19650:2018 and ISO 45001:2018, Achilles Verify B2 Cat, Supply Line, UNCE, NERS, City & Guilds and GWO etc.• Supporting and ensuring that non-conformances are raised for all quality issues and ensure an effective investigation/ root-cause analysis process and close out is in place.• Assist and support the preparation of Prequals for tenders.• Drafting, preparation, proofreading and administration of quality procedures

- Responsible for the management of customer support Quality Assurance for Coinbase’s Retail Customers- Lead and develop a team of global quality analysts ensuring that all tasks and responsibilities are met to a high quality standard whilst fostering a team culture of belonging and inclusion- Lead and coordinate all process improvement and implementation of innovative projects in accordance to COPC and other BPO industry standards as to ensure continuous business excellence - Coordinate internal and external resources for the flawless implementation, execution, and improvement of Training and Quality processes- Ensure that all projects of the department are delivered on-time, within scope and within budget- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility- Ensure resource availability and allocation- Develop detailed project plans to track progress, do proper follow-up, and provide visibility to stakeholders- Measure projects performance using appropriate systems, tools and techniques; both pre and post implementation- Report and escalate risks to stakeholders as needed- Perform risk management to minimize project risks- Establish and maintain synergetic relationships with all departments within the company, including but not limited to Operations, Training, Knowledge Management, Legal, Human Resources, Recruitment, IT, Procurement, Facilities, and Payroll- Create and maintain comprehensive documentation of all projects as to ensure replicability of success

Galway, Ireland

- Completed COPC Certificate in Contact Center Management- Quality Program Manager- Experienced in creating, measuring and delivering quality metrics and KPIs - Project Management & Process Excellence- identifying areas of improvement and automation - Stakeholder Management- Supporting and communicating regularly with leadership, auditors, and globally distributed external service partners. - Root Cause Analysis and Reporting - Quality Calibrations- Aligning global auditors to the program- Process Reviews- Performed quality checks and proofread internal advisor resources to improve overall efficiency and customer experience

Limerick, Ireland

Led a team of 7 Quality Specialists who supported the IRT team- Consistently achieved weekly & monthly targets- Weekly insight reports to senior stakeholders with actionable conclusions for improvement- Undertook several data analysis projects to identify trending errors & developed action plans- Process Workflow mapping- Long term workforce planning- Completed the Lean Six Sigma- Yellow Belt Course- People Management & Development- Supported COVID-19 workflows across EMEA

Limerick, Ireland

Leading a team of 13 Restaurant Partnership representatives - Experience with Salesforce & reporting- Conducting successful sales campaigns across the UK and Ireland [Inside Sales & F2F)- Business Development: forged positive relationships with SMB, Enterprise & Mid-Market accounts- Created and oversaw the Sales Territory Mapping on several campaigns- Adaptable to change in business needs- oversaw the movement of Inside Sales department to another new office, shared best practices with new hires & management, assisted with training and redeployment of resources- Training & motivating a highly skilled team

Limerick, Ireland

- Chosen for pilot of new Inside Sales team for UK & Ireland based on success of previous role- Created an automated email workflow, integrated with Groove and Salesforce, which sales representatives used throughout the sales and onboarding process to increase efficiency - Successfully achieving personal weekly & monthly targets- setting sales records- Sharing best practices with immediate & wider teams, driving a culture of collaboration & friendly competition- With team lead, introducing an effective notation system to track important information- Promoting positive Customer Experience through timely & efficient handling of customer queries(via email, chat & phone)- Training & mentoring of subsequent team members

Limerick, Ireland

- Worked on the ground floor of a new product: Uber Eats- Adept at handling customer queries in a timely & pleasant manner (via email, chat & phone)- Gave feedback into key customer policies to ensure the longterm success of the product- Developed monthly restaurant feedback overviews for top & bottom performing restaurant partners for key senior stakeholders which was later developed into a global automated feature

Roscrea, Tipperary

Dealt directly with the customers in a friendly and patient manner.Was responsible for the efficient stocking of shelves,Ensuring proper stock rotation Training new staffCarrying out delivery ordersEnsuring my float balanced each dayBuilt up a good relationship with customers The high level of customer service culminated in Supervalu winning the title of 'Supervalu Store of the Year 2015'.

Limerick City

Overseeing the daily running of the radio stationTraining new volunteers in all aspects of the station; using the desk; planning shows and an introduction to libel laws.Planning and recording innovative programmes of varying genres; finding contributors and guests. Producing my own documentary which can be found below.Gathering news bulletins and conducting interviews, usually live. Developing an excellent rapport with volunteers from a diverse range of backgrounds. Attending training conferencesOrganising several social events to promote station awareness in Limerick City; co-ordinating a social media campaign and designing of promotional artwork.I was responsible for over 120 volunteers in total at Wired Fm.

Postgraduate Diploma, Quality Management And Validation

Qqi Level 6- Business Management, Business Management, Distinction

Bachelor Of Arts (B.A.), English And History

Activities and Societies: Production/ PR/Stage Crew for MIDAS- Mary Immaculate Dramatic Arts Society, in many of their shows. Their 2013.

Leaving Certificate