Medtronic is a global healthcare solutions company committed to improving the lives of people through medical technologies, services, and solutions. Medtronic successfully completed the acquisition of Covidien in January 2015. Medtronic has 85,000 employees and operates in over 160 countries worldwide.My role was Customer Service Director of Medtronic's European Shared Service Centre. Supporting and leading a team of 140 employees serving the EMEA region through order management processes. • Engaged daily with company leaders, partnering with cross functional teams to problem solve across diverse European markets.• Provided daily leadership, business judgement, and analytical insight to support customer centric initiatives.• Supported a lean culture by engaging with team on a daily/weekly basis through lean daily management and Kaizen led activities. • Partnered with the executive leadership to create best practices and metrics for the shared service centre in order to improve quality of service to Covidien customers. • Actively led the team through change management process following re-organisational structure. • Promoted continuous self improvement and learning with management team through regular coaching and development.

• Regional Customer Service manager for the emerging markets business.• Remotely managed the South African, Russian and Turkey customer service markets whilst equally managing a local team responsible for over 64 distributor markets in the Middle East and Africa. • Successfully migrated the following customer service markets into the Dublin Shared Service centre: ECE markets (Czech rep, Slovakia and Hungary) and Turkey.• Implemented new metrics and performance criteria in the emerging markets teams to continuously improve productivity and quality by introducing Lean methodology. • Responsibility for Level 2 x-matrix (business strategic tool) FY13 for the emerging market region.

• Directly managed the transition of the French Customer Service market into the Dublin SSC.• Helped design the training materials for new employees and assisted the coaching and training of over 50 new team members. • Daily management of 3 team leaders with a total head count of 45.• Project lead for external customer satisfaction survey to include big 5 markets: France, Spain, Italy, UK and Ireland. • Proactively advised senior management on contact centre KPI performance. • Influencing multiple internal customers (sales directors, customer operations, logistics, accounts receivable etc.) by identifying key process changes that will positively impact our Customer experiences.

Responsible for leading and inspiring 3 team leaders to hit quality and productivity targets in a challenging export division. Responsibilities included:- Managed a team of 3 team leaders across different export divisions. - Maintained focus to deliver results in a fast-paced and diverse environment.- Ensured successful delivery of key initiatives to drive process improvement:- Collaborated with all internal resources at all levels to achieve shared goals and exceed expectations - Managed and influenced the relationship with internal and external customers. - Point of escalation for all distributors in the Middle East and Central European teams

Responsible for a team of 8 customer service representatives in a busy Middle East export division. Responsibilities included:- Individual performance management in order to maintain and improve individual quality and “right first time”.- Distributed and monitored the team’s daily workload.- Supervised and ensured the effective management of letters of credit. - Daily promotion of employee personal development. - Held regular team meetings to improve internal communication. - Facilitated an effective flow of information between European planning group and distribution centres. - Held self and others to the highest personal and professional Tyco healthcare standard. ( Covidien previously known as Tyco Healthcare)

Opening team member of the new export office in IFSC, Dublin. - Countries of responsibilities included: Saudi Arabia, Turkey, Israel and Egypt. - Daily order management of monthly orders in the value of 2.5 million dollars. - Point of contact for all customer complaints and queries.

Various roles of responsibilities including:- Retail management of 6 busy Disney shops with a headcount of 100 employees with an increase up to 200 to include seasonal headcount.- Team Leader roles in 3 different themed restaurants, managing employees dealing with 40,000 to 60,000 guests on a daily basis. - Event planner – worked with senior managers to organize events for local press, corporate events in one of the themed restaurants.- 1st year opening crew for one of the Disney Village outlets.