Peter Donoghue Email and Phone Number

Responsibilities/Achievements • Underwrite Consumer/Sole Trader/Large Partnerships/Small Business And Corporate applications where fraud is found in accordance with current policies and processes• Work within a strict 10 Minute SLA on Consumer Apps and 30 Minutes on Corporate Accounts.• Making recommendations about procedural/policy changes • Constantly achieving targets set for referral volume, processing times, quality assessments and process adherence • Assessing, analysing and interpreting complicated financial information• Improving my quality scores every month and I always stay in the high 90’s• Maintain an acceptable forced churn / Bad debt / offer rate as defined by the Credit Referral targets• keeping company credit exposures within set risk bearing limits

Responsibilities/Achievements • Provide Technical Support to staff that is having difficulties in resolving customer queries. • Using my own judgement and creating new ideas/fixes to resolve complex queries• Liaising with resolving agencies and network teams to identify performance issues with the network • Supporting all 3 brands Orange, T-Mobile and EE by implementing processes and feeding them to the business• Liaising with Samsung and providing trend analysis with a newer device• Identifying issues within the business and reporting these on a real time basis• Producing weekly reports for the business and picking up trends.• Using Microsoft Office on a daily basis through presentations, spreadsheets and documents,• Producing walk through guides and user guides to our front line staff to assist them in their daily duties• Having difficult conversations with Staff. Management, Project Managers and Heads Of Departments in relation to failing processes and how it is increasing PTC • Standing in as a Team Manager when required. • While a Stand In Manager I helped in call monitoring/scheduling/processes

I was selected to be part of an industry first 360 degree feedback programme Responsibilities/Achievements • Contact customers who have responded to a text message survey to resolve their issue and find out why it wasn’t resolved on the first contact• Feedback to the original employee and team manager why it wasn’t resolved and assist in their training/development• Looking at ways that we can better our productivity to achieve our results. Through My role as a lifecycle lead I was • Constantly reviewing of the insight that EE receives • Identifying issues within the business and reporting these on a real time basis• Producing weekly reports for the business and picking up trends.• Coaching and developing my colleagues on the way we produce insight and how we action them• Liaising with our brands via voice conference on a weekly basis and looking at ways we can improve efficiency and reporting.

Responsibilities/Achievements • Responsible for managing a team of Customer Service Representatives in a highly demanding inbound Customer Service Contact Centre. Ensuring my team met all Sales and Customer Service targets. • Performance Coaching and Development of my team members. Setting up Personal development plans and constantly reviewing them• Ensure constructive 1-1 review sessions are conducted.• Monitoring and measuring team member’s performance against company goals and quality targets.• Ensuring employees met company policy, monitoring sickness and absence and employing company procedures where necessary. • Management of Customer complaints. Customer feedback. Knowledge levels of staff• Experience of delivering service reports to Contact Centre Managers and Team Managers and working within Service Level Agreements.• Delivering effective coaching and ‘buzz’ sessions to consistently re-enforce and promote a positive culture and working environment to increase and sustain staff morale and productivity.• Delivery of project and excellence training to existing members of staff in the business. • Delivery of induction training to new employees to the business across a variety of different areas including systems, call quality and compliance areas• Built up fantastic prioritisation skills during my time in training as I often worked to extremely tight deadlines. • Accurately complete all store administration in line with company processes• Ensure clear communication of and compliance with company policies & procedures and legislative standards

Responsibilities/Achievements • Responsible for managing a team of Customer Service Representatives in\ a highly demanding inbound and outbound Sales and Customer Service Contact Centre. Ensuring my team met all • Monitoring and measuring team member’s performance against company goals and quality targets.• Ensuring employees met company policy, monitoring sickness and absence and employing company procedures where necessary. • Process registrations and follow a credit process with high risk customers and businesses.• Experience of delivering service reports to Contact Centre Managers and Team Managers and working within Service Level Agreements.• Delivering effective coaching and ‘buzz’ sessions to consistently re-enforce and promote a positive culture and working environment to increase and sustain staff morale and productivity.