Sinéad Breen Email & Phone Number

Responsible for building global Customer Support Operations Building the strategy and protocol catalogue for the Service functionAdministrator for Zendesk CRMInternal stakeholder management

Amsterdam Area, Netherlands

As a leading member of the Operations Department, I successfully insourced the Customer Support function within my initial 6 month tenure. This execution required prioritisation of global stakeholder needs balanced with direct and B2B customer service requirements.Additional main focuses were to review procedures and implement efficiencies, while increasing the competencies of direct reports through coaching and improving skill and knowledge bases.I have also taken charge of facility… Show more As a leading member of the Operations Department, I successfully insourced the Customer Support function within my initial 6 month tenure. This execution required prioritisation of global stakeholder needs balanced with direct and B2B customer service requirements.Additional main focuses were to review procedures and implement efficiencies, while increasing the competencies of direct reports through coaching and improving skill and knowledge bases.I have also taken charge of facility management for the European Headquaters.Additional tasks• Business to business account management • International shipment coordination• Direct and Distribution Channel Partners • Regulatory compliance and recall process• Monitoring supply chain and internal replenishment • 3PL Relationship Management (NL)• Quote to cash audit management Show less

Barcelona

I have successfully initiated this department to support local site operation of 400> employees. Through consistent evaluation of local and global customer service goals and KPI results, I have actively contributed to the company wide Quality framework and assessed the training needs of employees within a scalable delivery structure.Through my affinity for an analytical approach, I have instigated innovative recruitment processes and effective onboarding training for these specialized… Show more I have successfully initiated this department to support local site operation of 400> employees. Through consistent evaluation of local and global customer service goals and KPI results, I have actively contributed to the company wide Quality framework and assessed the training needs of employees within a scalable delivery structure.Through my affinity for an analytical approach, I have instigated innovative recruitment processes and effective onboarding training for these specialized roles.Through performance management and transparent communication, I have played a key role in the audit management of successful customer rated experiences across multiple locations.Additional tasks• Global Quality Process Management (4000+ Employees)• Audit Process Management (200+ Team Leads)• International Stakeholder Management • Implementation and Communication Planning • Global Quality Associates On-boarding Program Development • Global Recruitment Process: Quality Associates and Trainers• Performance Coaching: Quality Associates & Trainers • Site Training Management Show less

Amsterdam Area, Netherlands

As a contributing member of the Operations department, I have consistently excelled in performance appraisal reviews for leading and mentoring a team of up to 20 associates.Additional tasks• Coach, motivate and counsel to drive team performance• Implement and execute company policies and procedures and setting priorities• Assure strong quality as well as productivity standards within team• Track and monitor performance levels, and manage underperformance• Conduct… Show more As a contributing member of the Operations department, I have consistently excelled in performance appraisal reviews for leading and mentoring a team of up to 20 associates.Additional tasks• Coach, motivate and counsel to drive team performance• Implement and execute company policies and procedures and setting priorities• Assure strong quality as well as productivity standards within team• Track and monitor performance levels, and manage underperformance• Conduct monthly 1-2-1 meetings with CSEs of your team to maintain focus and motivation on Customer Service standards and targets; Show less

Throughout my tenure for this organization I have focused on motivation methods for team building and individual development for 1st and 2nd line support team. I have successfully integrated functional support within this 3PL environment for additional portfolio clients.I have individually created and implemented projects to benefit the company profile such as Business Continuity and ISO certification.Additional tasks• Coach, train, motivate, support, guide and advise team… Show more Throughout my tenure for this organization I have focused on motivation methods for team building and individual development for 1st and 2nd line support team. I have successfully integrated functional support within this 3PL environment for additional portfolio clients.I have individually created and implemented projects to benefit the company profile such as Business Continuity and ISO certification.Additional tasks• Coach, train, motivate, support, guide and advise team members• Monitor CSR calls on scheduled basis to ensure quality Customer Service and training development of CSR’s• Enforce metrics (phone service level, non call transactions, productivity targets, etc.)• Handle candidate and client related escalations from receipt to resolution• Feed back and escalate system related issues• Motivate team by creating contests, recognition programs and meetings• Create and enforce company strategies to improve candidate support and client relations• To undertake contact center related projects as directed by the Contact Center Manager, examples Business Continuity Plan, ISO certification Show less

• Motivation and development of Helpdesk Level 1 Analysts, • Daily operational activity management• Ensuring operational and service standards were attained• Proactively ensuring policies and procedures reflected business goals• Coordination of Helpdesk activities between Level 1 and Level 2• Ensuring management of communication throughout all Prometric Departments• Team skill development through monitoring, coaching and mentoring• Providing daily and monthly… Show more • Motivation and development of Helpdesk Level 1 Analysts, • Daily operational activity management• Ensuring operational and service standards were attained• Proactively ensuring policies and procedures reflected business goals• Coordination of Helpdesk activities between Level 1 and Level 2• Ensuring management of communication throughout all Prometric Departments• Team skill development through monitoring, coaching and mentoring• Providing daily and monthly reporting on Level 1 activities• Creating and implementing Global policy and procedures Show less

• Supporting the transition from Operational to Helpdesk support• Providing back up duties to EMEA NL Level 1 Team leader• Daily and monthly reporting for Helpdesk activities• Providing an escalation point for Helpdesk Level 1 Analysts• Coaching and monitoring of Level 1 Helpdesk Analysts

• Dedicated country support for UK & Ireland, including technical, accounting, marketing support

• Registering exams as per mail or fax request for bulk booking APTC test centres and private companies.