Rose Barron Email & Phone Number

Dublin

Carne is the premier global provider of Fund Management Solutions to the asset management industry. Carne’s comprehensive solutions include European Management Companies, Fund Platforms, Independent Fund Directorships and other Fiduciary services

Dublin, County Dublin, Ireland

I work with five agents who are based offsite in eircom’s Biaconi offices in City West whose core role is to offer a high standard of account management and customer service to our key Corporate and Government customers.My aim for the department is to:-Ensure all agents are meeting the KPI’s as set by the client.Liaise daily with the Onsite manager (client) to build strong relationships.Offer day to day support to the agents, such as HR queries, training requirements and onsite issues.Work closely with Finance to ensure the client is billed correctly and all absences/expenses have been processed correctly.Ensuring there is ongoing communication between myself, the client and the team. To potentially grow the business for HCL within the corporate area.

Manage 4 agents across 3 core duties:-Processing landline and broadband orders for CSS and TSS.Resolving order escalations/exceptions same day.Managing the raising of all promotions and credits to active customer’s accounts prior to their first bill being issued. My aim for the department is to:-Ensure the customer has a positive customer journey without issue, by ensuring all orders flow through to completion without error. Reduce breakage and minimise churn. Resolve any customer/order issues to a satisfactory resolution for all parties. Define and roll out new processes for the department as new work is taken on board.Engage closely with Marketing and the Quality team to ensure all customers and departmental feedback is addressed.

My team of 5 agents are responsible for all bill pay online orders for Meteor Mobile customers. My duties include:Ensuring the hotline is maintaining service levels and all agents are fully trained and up to speed with all new plans and handset models so that they can provide quality customer service.Monitor the overall conversion of the team both as a whole and on an individual basis to ensure we are achieving our conversion targets. Focus on identifying fraudulent orders and documentation that flows through the channel.Resolving order escalations/exceptions same day.Focus on improving the customer journey online.

I was acting Interim Operations Manager for Back Office whilst my manager supported the Business area. My main focus was to ensure that the overall department was running smoothly and achieving our various SLA's, Productivity, Order Quality and overall Customer and Client Satisfaction. I had an open line of communication with all agents within the department to support and assist when needed. I attended and represented the department at various meetings with both the client and senior management.

Managed and led a team of 7 to assist and support the Business Markets Mobile sales channel for both eMobile and Meteor, incorporating in excess of 10,000 customers. These included the Business Field sales teams, Business Account Managers and Telesales department.Project managed the transition from Meteor Business to eMobile Business. Prior to eMobile launching as a network, I was solely asked to train and document how eMobile would independently run without Meteor’s back office support team. I spent several weeks in Meteor’s office in Kingswood learning and documenting the multiple internal processes and systems so that I could set up a team who would become the first eMobile back office in Ireland.

Managed a team of 12 Customer Care agents (in addition to my Business Sales Support Team) whilst Meteor interviewed for a new Team Leader. My primary objective was to ensure that my team maintained a 24hr Service Level Agreement (SLA) across all activities, as well as reaching their 3G SL to avoid financial penalties. Trained and developed the new Team Leader to ensure they were fully competent and confident to manage such a demanding team.

I had sole responsibility for the operation of the Insurance Department for the Club. Maintaining, managing and administering the membership of all retired and serving members of the Club – over 6000 members. Responding to all member’s queries and advising them on their cover. I was the primary point of contact with the Insurance Company and the members on all aspects including customer complaints, claim declines, insurance extensions, medical declarations, insurance confirmation. I also provided administrative support to the Financial Controller such as running reports, bank reconciliation’s and data entry. I carried out a number of administrative duties in this role such as receipting all monies paid, paying all suppliers, ordering office supplies, recording the minutes of meetings etc.

Supervised 15 staff.Dealt with customer complaints both oral and written.Company Representative - I would often have to liaise with Tour Operators discussing new products, sales products, targets, bonus commissions and any outstanding issues we may have with them.Update the Board of Directors on the day to day affairs of the company.

Education record

Education record

Professional Certificate In International Investment Fund Services