Ray Breen Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Defining the learning, development and engagement needs of ESB to promote ESG accross the business; ensuring sustainability is ingrained in our DNA.

County Dublin, Ireland

County Dublin, Ireland

Managing delivery of Smarter Home project for ESB Customer Solutions.

County Dublin, Ireland

Managing development of visual designs for connected home customer interfaces (Apps / Web etc.).Managing a team to deliver of end to end customer journey for connected Home customer pilots as well as developing enduring customer journey for installation and service and in-life product management. Awareness and business development of the latest technology and services on the market to contribute to strategic planning and roadmap for future product/service development.

Dublin

Proposition Management: Increasing the profitability of existing propositions & developing new propositions in Energy Services. Creation of propositions from existing ideas, and development of new ideas based on industry knowledge and research, driving to make those ideas reality. Data Analysis & Insight: Planning and co-ordination of the consumer insights and behavioural project. Engaging with 3rd party suppliers of data analytic / consumer behavioural services to develop an energy efficiency program within Electric Ireland.Product and Web Development: Development of new and innovative internal programs as well as Energy Efficiency web tools and Energy Services web pages . Working with all parts of the business to bring these ideas to market.Project Management: Documentation and management of detailed system specification documentation, project objectives, plans, timelines, resource requirements, test plans and training requirements for all projects under my remit, including: Web Tools and Website Development, Customer Behavioural Project and Heating Control Data Trials.

Dublin, Ireland

Product Development: Through analysis & research of the marketplace and requirement gathering from potential and existing clients, created a number of products that were brought to market. These included the development of Experian’s first transactional website and development of a new report tool for large accountancy practicesProposition / Campaign Management: Defined Customer Value Propositions for various product lines. Designed sales tools and support materials. Led various campaigns via online and offline channels ranging from new product awareness campaigns to direct mailings to potential clients and input into the periodical newslettersData Analysis / Insight: Harnessed extensive data available to Experian and provided insight. Sourced and defined new data to increase depth of Experian’s assets. Developed regular reports on the business landscape in Ireland via press releases and was Experian’s expert spokesperson for media enquiriesProject Management: Project managed new product developments and redesigns. Responsible for delivery of projects on time, within budget and to a high specificationForum / Seminar / Event Management – managed and chaired of Experian's Credit Forums; quarterly face-to-face meetings where Credit and Risk Managers share common experiences on credit related matters. Within industries such as FMCG, Oil and Construction, I developed the forums to be an integral part of a Credit Manager’s network and knowledge base.Marketing & PR: Created white papers and best practice guides for the credit services industry. Responsible for enhancing the public image of Experian by developing said white papers, discussion pieces, articles for business journals & news outlets as well as developing relationships with various business bodiesBusiness Development / Account Management: Sourced new client opportunities as well as cross-selling / up-selling. Served as customer consultant during implementation of new products and services

Account Management: Provided key link between the client and business, delivered agreed targets for both according to the client’s vision and loyalty strategy plans. Facilitated quarterly client meetings presenting business updates, milestones, tracking, targets and new product potential. Data Analysis: Completed regular analysis of booking trends and reported to internal and external clients. Completed financial analysis of accounts and developed new practices to ensure limiting of company’s exposure to currency fluctuationsProduct Development: Developed new business opportunities and ensured execution of campaigns, thus driving revenue and exceeding targets. Through market research and client feedback, created a number of new offers to fit into the existing product suite. Online Developments: Completed multi-lingual web based projects with clients across Europe. Developed the online content for websites and worked closely with Marketing and Designers to ensure delivery of project to planPartner Management: Liaison with 3rd party providers (Contact Centers, Translators etc.) working closely with them to develop business requirements and manage workflows. Created and managed third party vendor requirements documents and RFPsProject Management: Facilitated requirement gathering, developed Project Plans for clients across Europe and ensured the delivered product met the client’s expectations. Managed relationship with the client for a ‘launch period’ before handing over to an account managerCreation and management of Scope Documents incorporating all required documentation for in scope and out of scope work such as Risk, Assessments, Issues and Dependencies logs. Hosted weekly client meetings and managed sign off of external action itemsDeveloped and managed UAT plans, training plans for call centre agents in multiple languages and developed IVRs to track productivity as well as participating in post implementation reviews

www.veoliawater.ieProviders of water services and project management to local councils; Key AchievementsManaged the Galway office, with responsibility for the Sligo and Roscommon offices (aprx 15 staff)Managed and supported team of customer service agents. I was directly responsible for coaching and developing staff. Ensured all operations were carried out within the standard guidelines provided by the company for customer contact, billing, revenue collection and client reporting. I Personally managed high level clients and dealt with escalated issues and complaintsMaintenance of effective Contracted Employer / Veolia relationships. Assisted clients in relation to media, PR and community relations. Produce daily, weekly, monthly, quarterly reports as necessary to monitor internal and external condition of contracts

www.ifatelecom.ieProviders of discounted communication products to rural communities; Key AchievementsDeveloped, implemented and managed Credit Control practices and procedures and introduced automated debt chasing systems.Coordinated launch of Broadband product offering in multiple markets and then managed broadband department and staff including faults and Customer Service; developed administration practices and delegated workloadsDeveloped and hosted trainings on broadband products, created sales rollout program for rural communities and carried out extensive office and ground sales.

Managed high profile, high maintenance general business and Government accounts acting as liaison to customer for all contact with Sprint-NextelImplemented and supported technological products including various wireless solutions and GPS tracking systems. Worked closely with Government administrators in City, Fire, Police and Federal Agencies to manage products in place.Coordinated training and instruction on site for customers as well as creating and holding numerous internal trainings for sales and customer care departments. Coordinated a monthly update on products and services and presented at monthly GSMProduced training videos for products to reduce time spent on site by support staff, this resulted in an estimated saving of 40 man-hours per monthCarried out requirement gathering for new accounts software report requirements, liaised with software providers regarding design and delivery of same and testing new report to ensure they produced required data in the form required, all of which lead to more accurate reportingProvided support on billing issues and designed and implemented personalized bill formats which in turn reduced aging of debtor accounts which increased company cash flow. Also introduced service cancellation report for customers, which helped reduce monthly turnoverProvided on the job training and mentoring for new and existing employees and provided my expertise as a ‘Subject Matter Expert’ on billing systems to the Northwest Region TeamConsistently received 100% in external Customer Satisfaction Surveys

Key AchievementsManaged day-to-day operations of a new 4* hotel with approximately 50 staff.Worked closely with builders and designers in the pre-opening day preparations.Managed and maintained the daily staffing levels.Produced practices & procedure manuals and training guides for all departments.Created and implemented the procedures and processes for the HR department.Introduced and managed payroll system. Reduced overtime by creating a staffing level guide.

Guest Service Supervisor

F&B Operative in Maritim Hotel Stuttgart, Germany.

Msc - Masters, Climate Change, First Class Honours

Bachelor Of Science (Bsc), Management Of Information Systems And It, First Class Honours Degree - First In Class 2019

Education record