Siobhan Devaney Email & Phone Number

County Dublin, Ireland

Melbourne, Australia

Three years’ experience working in Product with REA Group, a global leader in property websites. I have specialised in delivering on revenue-generating customer initiatives, leading customer-centric service teams and currently manage a residential Product portfolio.The role involves:• Market research & developing the core positioning and messaging for products• Product managing a high value digital portfolio • Increasing product performance and return on investment• High… Show more Three years’ experience working in Product with REA Group, a global leader in property websites. I have specialised in delivering on revenue-generating customer initiatives, leading customer-centric service teams and currently manage a residential Product portfolio.The role involves:• Market research & developing the core positioning and messaging for products• Product managing a high value digital portfolio • Increasing product performance and return on investment• High stakeholder management through daily involvement with sales, marketing and customers• Researching, reviewing & reporting on competitor initiatives & rival products• Subject matter expert, providing feedback and recommendations for online advertising options • Developing content for product and company collateral• Pricing of new product releases to meet revenue & profitability goals• Re-imagined a declining product to a successful turn around Show less

Melbourne, Australia

I led and coached the Contact Centre through its agile transformation, introducing agile principles and methodologies and improving the team’s performance and reputation. In 2015 we were asked by the business to take on further responsibilities by introducing a retentions and renewals outbound team.Additionally, the role involved:• Managing the daily operations (phone, email and webchat queries across a team of 30 staff)• Developing, translating and implementing business and… Show more I led and coached the Contact Centre through its agile transformation, introducing agile principles and methodologies and improving the team’s performance and reputation. In 2015 we were asked by the business to take on further responsibilities by introducing a retentions and renewals outbound team.Additionally, the role involved:• Managing the daily operations (phone, email and webchat queries across a team of 30 staff)• Developing, translating and implementing business and team strategies• Identifying customer value & failure demand to successfully reduce call/email/webchat volumes• Managing the team resourcing / workforce management• Recruiting candidates and managing the centre headcount and budget• Being the escalation point for customer and stakeholder complaints• Being the Point of Contact for Key Account Managers and State Sales Managers• A3 Project Management and mentoring for process/business improvement• Introducing Agile methodologies (daily stand-ups, retrospectives, sprint planning, prioritisation sessions)• Coaching and mentoring team members on Individual development and career progression plans• Performance Improvement Management• Quarterly and Annual Performance reviews• Go-to-Market planning Show less

Melbourne, Australia

Other Roles with REA Group 2012-2014:July 2013- July 2014: Customer Experience Assistant Team LeaderNov 2012- July 2013: Customer Experience Senior Consultant & CoachJan 2012- Nov 2012: Customer Experience Specialist

Cedar House, Dublin

Project Worker in Cedar House, a homeless shelter situated in Dublin City, Ireland. My role here included; • Working with homeless men aged 18+• Identifying individual needs, then setting and working towards individual goals• Building and maintaining community relationships• Enabling users of the services to partake in development activities• One-to-one intensive self-development meetings to assist users of the services to move out of homelessness

Product Management

Bachelor Of Arts Honors Degree In Applied Social Studies

Diploma In Digital Marketing, Marketing/Marketing Management, General

Coaching Managers & Leaders For Continuous Improvement, Digital Marketing Diploma