EMEA Program Lead for customer experience in a billion dollar outsourced small business sales program - Responsible for driving revenue, utilising customer insights at scale, outsourced QA framework (global) and vendor management at 4 EMEA vendor sites across 6 programs.

Board Member, Helping Irish HostsHelping Irish Hosts (HIH) is a limited company formed by a group of hosts, working together with displaced and Irish based Ukrainians, to get people into Irish homes – quickly – to give them a soft landing, while avoiding Direct Provision and long term hotel / government accommodation stays. We arose in direct response to the Ukraine crisis, to empower and support individuals and communities in Ireland to host Ukrainians in their homes, safely and sustainably. We’ve done an excellent job so far, with more than 1,800 Ukrainians in more than 800 host homes, a vibrant, trusted support network for hosts and presenting a strong voice in advocacy for hosts at all levels. We are working in close partnership and collaboration with The Irish Refugee Council, Doras, Nasc and The Open Community, organisations who have led the way in refugee resettlement and what's called the "Community Sponsorship" model in Ireland for over 30 years. We are part of the Irish Ukraine NGO & Civil Society Response Group and we are deeply engaged with the Ukrainian community in Ireland. We are funded by The One Foundation, The Sunflower Foundation, The Community Foundation, Choose Love and a service level agreement with the autism Red Cross. We are supported by a wide variety of corporate and state partners. We are registered as a CLG (717469, April 13, 2022).Our hosts are motivated by a desire to help people fleeing Ukraine and this is our focus. Our belief is that this response has the potential to transform Ireland’s ongoing refugee response, to finally move away from Direct Provision towards a system Ireland can be proud of. We are hosts, helping hosts. Together, we are playing our part in this historic, unprecedented, global emergency humanitarian response.If you can support our work, or are ready to host immediately, please get in touch via the website www.helpingirishhosts.iehttps://www.helpingirishhosts.com

Leading a global Trust & Safety training team supporting a complex organization circa 1000+ employees across multiple verticals and workflows. Leveraging core operational metrics and quality data to ensure direct business outcomes. Evolving needs analysis, curriculum & content design and delivery best practices. Responsible for increasing and maintaining engagement with wellness programs that support all employees. Managing priorities of internal and 3rd party stakeholders, coaching providers to provide quality services for all employees.

The Operations Learning Ireland Team’s aim is to delight Accenture’s clients and grow the business by developing and retaining our best talent. The team develops the critical skills that will most impact the wider business now and in the future. This is achieved by being deeply connected to the current needs and ongoing strategy of the business and maximising learning transfer by designing durable learning experiences. Core Responsibilities- Manage and execute the annual planning process, working with global, European and local stakeholders within the business and global learning ecosystem. - Communicate the overall learning strategy to all business stakeholders. - Manage delivery of the agreed new joiner, professional development and leadership programs for circa 3500 people in a diverse portfolio of global clients. - Drive completion of all required Ethics & Compliance training. - Assess and measure the impact of learning outcomes and how they impact specific business goals.

The client's EMEA team provides sales, marketing and customer service support to an SMB client base across EMEA in 50+ languages. The Training & Quality teams provide training & support in the client's internal tools and systems, customer service & sales training (soft skills, phone and email, sales and account management) The quality assurance teams are responsible for sample selection, targeted reviews, analysis & reporting to all stakeholders as they share insights & predict trends that may impact the business. Finally, the team support Team Leads, Managers and Quality Analysts in People Development & Coaching by providing ongoing training and learning opportunities. Responsibilities:Manage a team of trainers, Quality Analysts & SMEs that.... • Conduct ongoing training needs assessment by collecting information & data pertaining to product knowledge, process adherence & soft skills & their relative performance outcomes• Design learning opportunities by identifying and describing needs; defining learning objectives, submitting initial versions for review & revising & editing final copy• Maintain safe and healthy training environments by following organisation and legal standards• Conduct training classes, presenting job & company specific content to new & tenured participants• Evaluate people development initiatives by measuring the effectiveness of training & coaching functions against performance metrics• Maintain technical knowledge by attending educational workshops; reviewing publications• Work with all stakeholders to drive agreed revenue targets, CSAT & other project metricsPeople Development & Engagement• The design & execution of a Team Lead & Management curriculum leveraging a combination of Accenture global leadership best practices & other external content from around the world• The creation of a Career Counselling Toolkit to support Managers & Team Leads• Rewards & Recognition program highlighting non-metric based performance

Planning, delivery & design iteration of certificate courses supporting coach development aligned to Cricket Ireland's performance pathways. Accredited by the Cricket Ireland & the English Cricket Board as part of their player centered coach development pathway.Responsibilities- Presentation of theoretical and practical coaching principles.- Facilitating an immersive & experiential learning opportunity through mentoring, micro tutoring, supported practice & assessment.- Developing the values and philosophy for coaching through self reflection & awareness.

Responsibilities:Contribute to the design, project management & delivery of high quality adult education programs across a number of critical projects & clients. Highlights:- Three.ie: Nationwide staff capability program to support O2 acquisition. (Sales, systems, customer service, compliance & soft skills training for staff and management)- AIB: Customer Service & Sales Fundamentals across UK & Ireland- Facebook: Consultative Selling & Call Structure Workshops- SureSkills: In-house Microsoft Office training delivery. (Excel / Word - Intermediate & Advanced)

Phoenix Cricket Club is the second oldest cricket club in the world and has a rich tradition of both community engagement & fostering international representatives. During a 6 year tenure at the club, player participation increased by 200%. This saw the addition of 2 men's teams, 2 women's teams and for the first time, a girls section at U11, U13 & U15 age groups. In 2014, 4 of the club's 6 senior men's teams won their respective league titles. Phoenix women won their first competition in 20+ years , the club's U13 boys were successful in a highly sought after Leinster League competition in 2015 and finally, Phoenix enjoyed an unprecedented number of boys & girls represented at both provincial & international level.Responsibilities:- Design, deliver & measure the effectiveness of a comprehensive coaching programme catering to 200 youth & 100 adult players across all ages, genders and ability levels.- Provide an experience that encourages children to develop & life long passion for the game- Manage a performance pathway from ignition to international honours- Engage with schools & governing bodies to connect Phoenix CC with the wider cricketing community- Host provincial & international teams, providing facilities, equipment & coaching resources.- Manage a team of 6 coaches & support their individual development through performance review & support.

Indoor Cricket Ireland was a sports league located at multiple venues across Dublin city & ran between 2010 - 2015. The sport has continued to flourish both in the private space & universities.Responsibilities:- Conceived, founded, managed & marketed of Ireland's first Indoor Cricket League.- Project managed events in multiple venues simultaneously- Managed & trained a small staff of officials & scorers- Executed a digital marketing strategy from building awareness within the Irish cricket community & then retargeting participants & supporters through social media & email marketing campaigns- Consulted with the sport's governing body and future proofed Indoor Cricket by sharing knowledge & processes.