Michael O'Flaherty Email & Phone Number

Ireland

Dublin, Ireland

EMEA Service Transformation TeamClient Operations DepartmentTreasury & Trade Solutions• Lead Analyst for EMEA Voice of the Client (VoC): o Providing monthly VoC decks to cluster heads and senior mgmt. o Support cluster heads and senior mgmt. with VoC related requests. o Proactively reviewing areas of focus to potentially improve VoC satisfaction. o Engagement with Ben Palaisa’s Global VoC team to improve the analysis… Show more EMEA Service Transformation TeamClient Operations DepartmentTreasury & Trade Solutions• Lead Analyst for EMEA Voice of the Client (VoC): o Providing monthly VoC decks to cluster heads and senior mgmt. o Support cluster heads and senior mgmt. with VoC related requests. o Proactively reviewing areas of focus to potentially improve VoC satisfaction. o Engagement with Ben Palaisa’s Global VoC team to improve the analysis tool and ICGA VoC Dashboard. o Identifying and highlighting concerning trends and proposing solutions. o Identifying and highlighting positive trends. o Keeping EMEA focused on ensuring action plans are put in place.• SME for Excel, Business Objects and SharePoint.• Support EMEA cluster heads with their STaRS MIS related requests. • Provide management reports and decks including; O&T Requirements, Manco Submission, Bulletins. Show less

Dublin, Ireland

Treasury & Trade SolutionsClient Operations DepartmentEMEA Service Transformation Team• Supported Western Europe Service Teams with focus on Stars MIS reporting via successful development and rollout of 30+ MIS reports & tools including: Aging Case Tracker; Stars Usage report; 1-2-1 report; Team Capacity tool; Client Trend Analysis tool; Capacity report; Weekly & Monthly KPI reports; Quality Reviews; Phone MIS reports etc…• Identified and highlighted concerning trends and… Show more Treasury & Trade SolutionsClient Operations DepartmentEMEA Service Transformation Team• Supported Western Europe Service Teams with focus on Stars MIS reporting via successful development and rollout of 30+ MIS reports & tools including: Aging Case Tracker; Stars Usage report; 1-2-1 report; Team Capacity tool; Client Trend Analysis tool; Capacity report; Weekly & Monthly KPI reports; Quality Reviews; Phone MIS reports etc…• Identified and highlighted concerning trends and proposed solutions.• Identified and highlighted positive trends.• SME for Excel, Business Objects and SharePoint.• Provided technical assistance for issues relating to Excel, Business Objects at a TTS Ops Dublin site level.• Acted as Manager for an Intern on work experience.• Led a series of Excel workshop training sessions held at a TTS Ops Dublin site level during 2017 & 2018. Show less

Dublin, Ireland

Head Office• Managed a portfolio of online retail customers.• Worked in conjunction with the Director of Sales to set up and manage client demo accounts.• Provided customer support for any account/service related queries.• Continuously liaised with Project Manager/Engineering teams.

Dublin, Ireland

Global Language ServicesFIXED TERM CONTRACT• Partnered with designated internal customers to understand, manage and plan localization/translation projects according to their Marketing requirements.• Daily engagement with all regions - NAM, EMEA, APAC, JP and LAM. • Set project schedules and managed project resources in conjunction with the vendor management team.• Managed customer budgets, raised Purchase Orders and provided regular cost/account status… Show more Global Language ServicesFIXED TERM CONTRACT• Partnered with designated internal customers to understand, manage and plan localization/translation projects according to their Marketing requirements.• Daily engagement with all regions - NAM, EMEA, APAC, JP and LAM. • Set project schedules and managed project resources in conjunction with the vendor management team.• Managed customer budgets, raised Purchase Orders and provided regular cost/account status reports.• Educated and trained internal customers on the localisation process.• Implemented process improvements and efficiencies. Show less

District Brno-City, Czech Republic

Software Asset Management• Pro-actively assisted account relationship management through daily interaction with designated corporate clients.• Identified possible asset discrepancies and managed discrepancy resolution process to closure.• Prepared and provided regular asset management reconciliation reports to clients.• Lead regular status conference calls with clients.• Provided status updates to the Team Leader in relation to progress on compliance… Show more Software Asset Management• Pro-actively assisted account relationship management through daily interaction with designated corporate clients.• Identified possible asset discrepancies and managed discrepancy resolution process to closure.• Prepared and provided regular asset management reconciliation reports to clients.• Lead regular status conference calls with clients.• Provided status updates to the Team Leader in relation to progress on compliance issues.• Responsible to ensure asset data was inputted timely and accurately into the asset tracking databases. Show less

Dublin, Ireland.

Client DeliveryFIXED TERM CONTRACT• Provided financing products and leasing for IT Equipment. • Communicated with international suppliers, internal sales departments & solution managers.• Timely and accurate inputting into the sales tracking spreadsheets.• Invoice processing and ensuring monthly end figures and tight deadlines are met.• Took ownership of daily issues & problems that arose.

Czech Republic

• Provided one to one English lessons to Czech students and professionals.• Assisted Czech students and professionals prepare for English job interviews based in the UK.

Dublin, Ireland

Client Services• Acted as the main interface between a designated set of corporate securities clients and the various Custody Operational units of Citigroup.• Regularly prepared and analyzed MIS data.• Pro-actively investigated client issues in both securities and cash related transactions up to and including settlement, income, corporate action events and stock lending.• Pro-actively assisted account relationship management through daily interaction with clients which… Show more Client Services• Acted as the main interface between a designated set of corporate securities clients and the various Custody Operational units of Citigroup.• Regularly prepared and analyzed MIS data.• Pro-actively investigated client issues in both securities and cash related transactions up to and including settlement, income, corporate action events and stock lending.• Pro-actively assisted account relationship management through daily interaction with clients which included contacting CEOs, managing directors and other senior business personnel. Show less

Dublin, Ireland

Administration & Legal Team• In daily contact with sales agents, customers, brokers and solicitors.• Supported the countrywide sales team providing home equity release financial products.• Monitored the performance of 140 valuation companies on the company’s panel.

Dublin, Ireland.

• Worked on two banking projects; High Court Order project and the Customer Loyalty Review project.• Investigated and reported on customer financial accounts/records according to project guidelines.• Updated banking databases and maintained project hard date deadlines.

Bachelor Of Arts Degree, Design For Multimedia, Honours

Bachelor Of Technology Diploma, Multimedia

Secondary School Leaving Certificate