Paul Geaney Email & Phone Number

Ireland

Cork

Operations team providing support to Partner delivered Professional Services. Support includes Partner onboarding, liaise with the correct team to ensure resolution of Partner issues, reporting of Partner Costs, Partner delivered revenue, and Partner Margin. Also ensure correct Partner reimbursement on a monthly basis. Recognised as Quarterly top performer. Supporting continuous process improvement on the team globally.

Ballincollig, Cork

Monthly and quarterly reporting on behalf of the Inside Sales teams to provide feedback on performance against sales targets. Aligned with the commissions team to ensure correct payment to the sales team based on performance. Escalation of issues facing the sales team to the correct support team. Work with the Inside Sales Ops team on continuous process improvement.

Mahon

Manage work flows within a target driven environment, to ensure SLA are achieved and financial opportunities are maximised. Ensure staffing and scheduling are optimised to minimise cost and ensure efficiency across the business. Accurate forecasting of volume of work received and reporting of results. Urgency to respond to unexpected events and decision making skills to allow correct decisions to be made.

Mahon Industrial Estate, Bessboro Road, Cork

Responsibilities include reporting, interaction on a daily basis with clients and completing Quality checks on processes carried out by the team of up to 19 agents. The role has required me to be a Team Leader across multiple accounts in Abtran, each with different expectations and targets. This has involved working to meet unique Service Level Agreements for each account, including minimum times for a query to be answered, and ensuring an agreed level of customer service and quality of individual replies is met. Other parts of the Team Leader role include:Working with employees to encourage their development and supporting team members move into new roles, and maintaining staff morale through monthly individual and team meetings. Assisting with the recruitment, interviewing, training and induction of new staff. Assuming responsibility on the task of the being a QMS representative. This involves updating and reviewing the Standard Operating Procedures, Risk and Training registers, as well as training and preparing for audits to ensure Abtran retains and improves on its existing ISO and PCI standards. This has involved leading an audit of the team by an external party.Leading meetings and conference calls with existing clients, and being involved in the tendering process with on-site tours and meetings with new and potential clients. Leading and participating in calibrations of agent interactions with fellow Team Leaders and clients to Quality is being met to an agreed standard.

Curraheen Road, Bishopstown, Co. Cork

In September 2010 successful in applying for the role of an Abtran Product Specialist. Duties in the role comprised of daily communication with the client relating to escalated customer queries & changes to processes, maintenance of the staff intranet, resolving customer complaints escalated from the client, the agents on the main floor and from other members of the Product Specialist team and helping to report on a daily, weekly and monthly basis on the team’s activities and the quality scores for staff across the floor. This included call listening to the Product Specialist Inbound and Outbound calls when required to ensure quality is being maintained.

Curraheen Road, Bishopstown, Co. Cork

Worked with La Crème recruitment on behalf of Abtran as a temporary Advisor between June to Aug 2009 in a customer service role. This involved assisting customers on calls, with strict adherence to data protection and credit card security policy. Trained in August 2009 to become a permanent Advisor.

Massachusetts State House

Worked as a legislative aide in the office of State Representative Barbara L’Italien. Tasks included responding to constituent queries, helping to organise the Representative's schedule, and assisting in completing a project relating to insurance cover for autistic individuals. This involved research into the different requirements across individual US states.

Kilbarry Industrial Park, Dublin Hill, Cork

Work involved both day & shift hours. Skills required involved working as part of a team on a production line, meeting production targets & working to deadlines on a daily & weekly basis.