Photographer & Film-maker - Fine Art landscape photography, minimalist photography, landscape films.

OpenText is the world's largest independent provider of Enterprise Content Management (ECM) software. The Company's solutions manage information for all types of business, compliance and industry requirements in the world's largest companies, government agencies and professional service firms. OpenText supports approximately 46,000 customers and millions of users in 114 countries and 12 languages. OpenText acquired EasyLink Services in July 2012.I have responsibility for the Clonakilty Technology Park based customer support center. My team provides technical support and professional services for our EMEA and APAC based customers that use our "information exchange" suite of products.The Customer Support Center responds to more than 5,000 customer inquiries each month with a 91% first touch resolution rate.

My main objectives in this role were in 2 main areas:1, Leadership and transformative re-engineering of the major accounts support organisation2, The development of innovative ideas to develop revenue streams within customer service Responsibility for service delivery for PGi's most valued and strategic customers and partners. *Leading a team of 12 account service managers and major account representatives across EMEA*Proactive service management and remedial actions during and post service incidents. *Frequent high level interaction with customers via phone, email or in person meetings.*Re-engineering within this group: -Consolidated teams from separate parts of PGi's product portfolio into one team -Gaining efficiencies as well as service consistency.*Designed and implemented PGi's Platinum Services Program, a branded and exclusive program, delivering high value benefits for the top most valued customers.

Responsibility for a team of 12 Team Managers with over 150 multilingual in- and outbound sales and service representatives*Demonstrated ability to achieve and exceed daily, weekly and monthly service and sales related goals defined through both multichannel call center metrics as well as budgetary and sales objectives.*Strengthened my ability to develop and maintain relationships with internal partners such as Training, Recruiting, Marketing, Workforce Management and Reporting.*Gained knowledge of call tracking systems, IVR's, outbound dialer systems etc. *Regular opportunity to present to and interact on strategic projects with Senior Leadership Team. *Additionally, I implemented the "CIM" (Continuous Improvements Meetings) methodology of continuous development in sales and service.

Managing a team of 15 inside sales and service representatives*Met and exceeded daily, weekly and monthly revenue objectives*Creating and implementing incentive and motivational programs

Transitioning of the American Airline's Swiss (Swiss German, French and Italian) speaking customer service and ticket sales call center from Zurich to Dublin*Supervisory responsibility for the Swiss (Swiss German, French and Italian) customer service and ticket sales part of American Airline's Pan-European call center*Recruitment and training responsibilities