Martin F. Email & Phone Number

Dublin, Ie

Copenhagen, Capital Region, Denmark

Copenhagen, Capital Region, Denmark

Copenhagen, Capital Region, Denmark

Copenhagen

County Dublin, Ireland

As part of the Customer Enablement Team at Dropbox we are a key component in the post-sales lifecycle for our enterprise customers across EMEA. With the help of tailored engagement, we enable customers to get off to a good start with Dropbox and help them drive adoption across the organisation. Feeling stuck at the halfway point through the lifecycle? Not a problem. We'll help you remove those blockers and provide further enablement to allow your organisation to do your best work.

County Dublin, Ireland

With the customer's success in mind we deliver a tailored best in class deployment program to enterprise customers getting started with Dropbox for Business. We strive to continuously provide value to our clients through training, education and awareness of Dropbox functionality to help them be more successful with Dropbox and get the most out of their investment.

Ireland

• Overall responsibility for day-to-day operations of three different teams with very different customers and challenges.• Provide on-going feedback to all the agents.• Liaison with employer (HR) as well as IBM Senior Management.• Chair & attend conference calls with clients, account teams and internal IBM management.• Report on performance/deliverables to SLA Focal, Management & Clients on a daily, weekly & monthly basis.• Identify, plan & execute initiatives for improvement areas incl. Automation, Quality, Efficiency and Processes.• Play a key-role during service transition of an entirely new client for IBM along with the transition of moving one of our clients from one delivery location to a new one.• Interview candidates for teams that I manage. Assist other Leaders and Managers in interviewing for their teams based on the requirements for the specific roles.• Participate in Business Continuity Planning (BCP) exercises and provide feedback on results. Suggest improvements and assist in the implementation of new preparation activities.• Maintain knowledge bases and ensure that all processes are compliant.• Participate in Audits ensuring that IBM is compliant with ISO standard.• Handle incoming client escalations and prepare overall feedback to all stakeholders ensuring satisfactory and timely responses to the client’s complaints.

Ireland

• Responsible for reporting on deliverables, for all clients supported within the centre, to IBM EMEA executives.• Prepare Root cause analysis (RCA) for deliverables that will fail their target for the month-end.• Liaison with Operations Manager & First Line Managers on state of deliverables and plans for recovery.• Chair SLA meeting each morning with all of the Team Leads/Managers discussing the overall state of deliverables as well as providing support where able.

Dublin

• Responsible for carrying out weekly quality checks on the customer service representatives.• Provide feedback to agents based on call handling, email handling and ticket handling.• Report to Team Leads / Managers on any quality concerns and provide input on how to address them

Ireland

• Assist the Team Leader & Management with day-to-day operations• Attend meetings with clients discussing overall service levels, improvement areas and upcoming changes.• Create & provide basic reporting to clients, account teams & internally to IBM stakeholders.• Provide training to new customer service representatives.

Ireland

• Provide technical (1st and 1½ level) B2B support to end-customers via phone, email, web tickets and chat.• Provide support to several customers in Norwegian, Swedish and English. Both SMB (Small & Medium businesses) as well as bigger clients.