Noreta Doherty Email & Phone Number

Limerick, County Limerick, Ireland

Limerick, County Limerick, Ireland

● Project Management: Oversee the entire lifecycle of lift installation projects, starting from thehandover from sales to the final commissioning and migration to Aftersales. This involvescoordinating timelines, resources, and tasks to ensure projects are completed successfully.● Financial Management: Review and manage project budgets, ensuring that financial resources areallocated effectively throughout the project duration. This includes ongoing monitoring of projectexpenditures and cost control measures.● Logistics Coordination: Organise shipments from mainland Europe/UK, managing the delivery andoffloading of equipment and materials needed.● Site Assessment and Coordination: Assess site surveys and identify any necessary builders' snags orspecific site needs with regards delivery and site access. This involves coordinating resources such aslabour, materials, and equipment to address these requirements.● Team Management: Oversee engineering teams involved in the installation projects, ensuring theyhave the necessary support and resources to carry out their tasks efficiently and are adhering toprocedures..● Client and Contractor Relations: Manage relationships with clients and contractors throughout theproject lifecycle. This involves regular communication, addressing concerns, and ensuring clientsatisfaction.● Vendor Interaction: Interact with multiple vendors to source equipment, materials, and servicesrequired for the projects.● Warranty Management: Processing and execution of warranty issues related to the installed lifts,ensuring that any post-installation concerns or defects are addressed promptly.

Limerick, County Limerick, Ireland

This role involves a combination of project coordination, customer service, team management, processoptimization, and technical expertise in the lift industry. My development of new processes anddocumentation demonstrate a proactive approach to improving efficiency and quality of service delivery.5 Glenview Terrace, Farranshone V94 W86H085 2133 741 noreta@gmail.com● Service Engineer Coordination: Responsible for coordinating service engineers for various taskssuch as scheduled services, callouts, and repairs. This involves efficiently allocating resources andmanaging workloads to meet client demands.● Quotation Management: Reviewing engineers' reports to generate quotes for works and materialsneeded for repairs. This requires a thorough understanding of project scope and cost estimation.● Client Communication: Providing timely, clear and effective updates to clients on issues and queriesmaintaining good customer relations and helping to manage client expectations and satisfaction.● Engineer Management and Training: Liaise with engineers regularly to ensure they understand andmeet client requirements. Continual training and support are provided to engineers to enhance theirskills and performance.● Process Development and Improvement: Took lead in the development and improvement of newprocesses. This included designing and implementing new worksheets aimed at increasing revenueand ensuring compliance. Developed new maintenance agreement documents and contracts tostreamline operations.● CRM Management: Reviewing and updating the Customer Relationship Management (CRM) system,essential for streamlining processes and making them more efficient. Optimising workflows andmaking information clearer for better decision-making.● Parts Sourcing and Quoting: Responsible for sourcing parts and providing accurate quotes forrepairs. This requires strong supplier relations and a good understanding of the market for liftcomponents.

Limerick

● Contract Management and Adherence: Responsible for overseeing contract requirements and KeyPerformance Indicators (KPIs) for 12 Key clients. This involved ensuring that all departments within theorganisation adhered to contract parameters. Implemented new procedures as needed to meetcontract obligations and promptly address any non-compliance issues from management orengineers.● Client Communication and Updates: Timely updates to clients regarding any issues or queries,essential for maintaining strong relationships. Clear and effective communication helps manageclient expectations and satisfaction.● Database Management: Updating client databases with relevant information and paperwork ensuresaccurate records and streamlined processes for client interactions and reporting.● Financial Management: Finalising and collating end-of-month accounts and documents to preparefor invoicing, requiring attention to detail and financial acumen.● Engineer Liaison and Training: Regular communication with 38 countrywide engineers, necessary toensure they meet client requirements. Providing continual training and support to engineers helpsalign their performance with new client processes and expectations.● Quote Review and Correction: Review quotes generated by the repair department for accuracy andadvise on any corrections required before issuing them to clients.● Issue Resolution and Follow-Up: Submitting client issues to relevant departments for repairquotations or reactive callouts and following up with engineers on the road to ensure compliancewith client needs.● Continuous Improvement: Driving change to continually improve performance in line with clientexpectations, a proactive approach to enhancing service delivery and client satisfaction.

Limerick, County Limerick, Ireland

Comprehensive coordination and administrative tasks within the maintenance operations of Orona. The rolerequired strong organisational skills, attention to detail, and effective communication abilities to coordinatemultiple tasks and stakeholders efficiently.● Processing Work Orders and Time Sheets: Handle the processing of work orders, ensuring that tasksare scheduled, assigned to engineers, and completed within specified timeframes. This also involvesmanaging engineers' time sheets to accurately track their working hours.● Customer Communication and Query Handling: Answer customer queries via email and phone,providing timely and accurate information to address their concerns or requests.● Service Engineer Coordination: Coordinating 17 service engineers for scheduled services andcallouts required efficient scheduling and resource allocation to meet service demands.● Billing Key Performance Indicators (KPIs): Adhering to weekly billing KPIs involves ensuring thatservice charges and materials costs are accurately recorded and processed for timely invoicing.● Charge Generation for Works and Materials: Responsible for generating charges for servicesrendered and materials used during maintenance and repair tasks.● Purchase Order (PO) Generation: Generating purchase orders for engineers where required ensuresthat necessary materials and resources are procured promptly to support maintenance activities.● Documentation Management: Issuing safety statements, risk assessments, method statements(RAMS), and quality documentation upon request is essential for compliance and ensuring safetystandards are met during service operations.

Limerick, County Limerick, Ireland

● Multi-Channel Communication: Communicate with members through various channels includingphone, chat, Zendesk, Twitter, Facebook, and other social platforms, demonstrating adaptability andresponsiveness to diverse customer preferences.● Exceeding SLA and Performance Targets: Consistently surpassing agreed Service Level Agreement(SLA) and performance metrics, with high-quality and satisfaction ratings, highlighting my dedicationto meeting and exceeding customer expectations.● Product Listing Accuracy: Reporting and escalating inaccurate product listings, ensuring accurateand reliable information for customers.● Complaint Resolution: Addressing and resolving customer product complaints promptly andeffectively demonstrating my commitment to customer satisfaction.● Escalation Management: Managing and diffusing escalated member issues, and ensuring resolution,showcasing my ability to handle challenging situations and maintain positive customer relationships.● Point of Contact for Agents: Serving as the point of contact for agent queries, queue control, andescalated calls demonstrates leadership and expertise in managing operational aspects of customerservice.● Team Training and Mentoring: Auditing quality and training teams of new hires, mentoring them toachieve expected quality levels and ensuring they understand correct procedures, highlighting myrole in developing and nurturing talent within the team.● Knowledge Management: Editing knowledge databases to improve information accessibility andaccuracy helps streamline support processes and enhances customer service efficiency.● Account Management: Managing accounts, including high-value members with significant annualspend which requires strategic relationship-building and proactive customer engagement tomaintain loyalty and satisfaction.● Monitoring and SLA Adherence: Monitoring floor agents to ensure adherence to SLAs reinforcingrole in maintaining service standards and operational efficiency.