Robert Kavanagh Email & Phone Number

Vancouver, British Columbia, Canada

Citywest

• Monitored and evaluated all orders and sales processes, preparing detailed order reports.
• Ensured daily compliance with SLA's and targets, taking ownership of customer escalations forprompt resolution.
• Collaborated with Project, Product, and Account Managers to optimize services and solutions.
• Developed and maintained strong relationships with contractors, ensuring effective projectrollouts meeting high standards.
• Managed Level 2 Escalations to ensure escalations that require an in-depth investigation werehandled to best ability.
• Acted as a primary point of contact for customers, addressing inquiries, troubleshootingproblems, and ensuring timely and effective solutions

Dublin, County Dublin, Ireland

• Managed two distinct teams in an SLA-based environment, ensuring daily compliance with SLAs,KPIs, and company targets.
• Provided effective team management, fostering communication for productivity andperformance standards.
• Delivered daily reports for key stakeholders and oversaw the eir Mobile 5G project and Ethernetorders.
• Managed Level 1 Escalations, acting as the first point of contact for urgent queries and out-of-SLA orders/faults.

Dublin, County Dublin, Ireland

• Provided first-level support for corporate/business customers, managing order provisioning andfault recovery.
• Collaborated closely with cross-functional teams to streamline issue resolution processes andenhance overall customer satisfaction.
• Worked within a team to deliver excellent customer service to Open Eir’s Wholesale customers.
• Supported over 40 national and international Telecommunications companies, handlingorder/fault processing for all business products and services.
• Identified and promoted opportunities for service improvements and supported productmanagement teams in resolution.
• Engaged proactively with customers daily to provide comprehensive support and resolution for awide range of issues.

Dublin, County Dublin, Ireland