Michelle Concannon Email & Phone Number

Athlone, Ireland

o Carrying out data analysis on compliance across the DPD network (predict, scanning,service and other related areas), ensuring that the information provided is accurateand relevant to the company’s needs.o Providing operational compliance support to the Company’s operations.o Development of reports to represent the key compliance and service elements ofDPD’s operation ensuring that these reports are accurate, informative and presented ina fashion that can be comprehended by various audiences.o Project lead of Performance Challenge (KPI service tracking for DPD Ireland Network)o Engage with technology teams to resolve issues.

Galway, Ireland

o Analysing data to optimise route efficiency and revenue received. Working with drivers/helpers to change behaviours to achieve desired results. o Ensuring all system links are operating as expected for billing and record purposes.o Ensuring all bin stock is correctly assigned to customer accounts.o Reviewing and analysing raw data from RCV on-board systems.o Troubleshooting any system based issues that may arise during the collection of waste material by reading and weighing RCV’s. o Point of contact for collection agents in Galway/Mayo/Roscommon regions.o Tracking vehicle activity via G.P.S.o Analysing routes to improve route efficiency and ensuring customers are linked to correct route.o Responding to queries from Domestic & Commercial customer service teams in relation to bin stock investigation eg Transferring bin between accounts, removing bins, assigning bins. o Logging IT support tickets for Transport related issues and document their outcome to facilitate resolutions to problems that may arise.o Liaising with IT to resolve escalated Transport support requests when necessary.o Responsible for maintaining and updating Transport related reports.o Assisting in system administration for C-Track, ensuring all vehicle details are correct and up-to-date, creation of POI’s (points of interest) and providing new user support including training where required.o Project managed upgrading of all driver’s phones, including pushing software updates and troubleshooting issues with phones.o Analysing and reviewing mobile phone bills to ensure correct costings. o Ad hoc programming with IT department when required eg. Black list log, script for removing dummy bins from accounts, identifying commercial/domestic accounts with same account number.o Assisting with re-chipping project, reviewing commercial docket data and flagging records for action. Compiling worksheets, labels and chips for accounts needing action for rep to carry out.

Carrowbrowne, Headford Road, Galway

o Provided administrative support to the Transport Manager, taxing the fleet, ensuring analysis of tachographs and signing of infringements, handling accident paperwork for insurance, maintaining truck inventory costings & service sheet.o Point of contact for Missed Collections for the Transport Department, both domestic and commercial.

Galway, Ireland

o Provided front-line assistance for critical systems, applications and infrastructure to over 300,000 employees across all HP locations.o Collected and analysed business impact to determine the required solution for each case.o Identified, gathered and monitored the resources and teams needed to address system/customer issues via Microsoft Lync and Virtual Rooms.o Ensured that SLAs were maintained in the key areas of service quality and availability.

Hp Galway

IT Fast-Track Training Programme, undertaking instruction in;• Linux• Python/Pandas/Postgres SQL• Data Analytics• Cloud Computing• Team-Building, Effective Communication and Presentations• ITILv3 Foundation

Galway, Ireland

Customer Service Agent – Tier 1 BATo Identified, carried out troubleshooting and resolved issues raised by customers by assisting them via phone and email to address their Billing, Account & Technical queries.o Provided first contact resolution of issues.o Carried out troubleshooting and handled complicated and sensitive inquiries, such as problems with credit card transactions.o Took personal ownership of customer requests and provided excellent support.o Escalated appropriate cases to relevant department for resolution.o Created and improved articles in the knowledge base.

Galway, Ireland

o Managed the company’s website and created new content. Stock control, in the form of ordering the virtual items needed to fulfil orders, company administration including calls, emails, letters, faxes and customer service.

Galway, Ireland

o Cataloging new and used books that are then uploaded onto the company's website. Ensuring accuracy in the entering of the information is essential so as not to mislead any potential customers. Picking and packing books to be shipped to customers.

Galway, Ireland

Supervisor, which involved managing the stock levels and staff rotas, cash reconciliation, key holder, customer service, food prep and general cleaning.

Athlone, Ireland

Weekend supervisor, which involved managing junior staff members, key holder, cash reconciliation, customer service, food prep and general cleaning.

Bachelor Of Science - Bs, Information Technology For Business, 2:1

Quantitative Methods, Enterprise Project, Applications Oriented Software Engineering, I.T. Resource Management, Enterprise Development.

Bsc In Business Computing, Information Technology, Merit 1

Computer Related Technology, Database Management Systems, Multimedia Usage & Development, IT Training, Object Oriented Computing, Computer.

Higher Certificate, Computing In Business Applications, Merit 1

Computer Technology, Approaches to Problem Solving, Mathematics / Statistics, Software Usage & Development, Business Administration.