Lean Tools and Thinking 1, Lean Tools and Thinking 2, Lean Systems Project

Responsible for the development of new training programmes, ILT, Blended and eLearning. Oversee trainee learning experience across the learning platform, programme design and development and accreditation.

Programme Lead for the HSE Lean Academy. Managing day to day operations of the academy across Training, Community of Practice and Advisory Support Services. Project Managing the development of new training programmes in line with industry needs across Lean and Sustainability.

A facilitator and enabler of all things process excellence and continuous improvement.

Delivery of process improvements that drive financial efficiency. Facilitate end to end process mapping, customer journey mapping and identify opportunities for improvements. Utilise Lean and Six Sigma methodologies to improve or create a process to get the best quality and most efficient result with a little variation possible.

Using Six Sigma DMAIC and other methodologies to find and fix the root of poor customer experiences and drive real changes to positively influence Net Promoter Score, First Contact Fix and Customer Satisfaction.Heavily focusing on self-serve Online and IVR, using SME knowledge and understanding of customer journeys to enhance customer touch points and enabling Voice of Brand across all customer channels.

Identify business improvement opportunities through monitoring and analysis of business activities.Identify and drive initiatives to improve Care effectiveness – this was achieved by any number of means including reducing call volumes, reducing call handling time, increasing first call resolution, improving customer satisfaction figures, etc.

Setting up a new call center with 250+ agents over a 4 month period initially in Manila, The Philippines. Additionally spent a further 3 months coaching support staff, QA, Team Leaders and training front line technical support agents. Providing tacit knowledge and support to Aftersales & Billing and Technical Support teams through full training, nesting and into production based offshore in Manila, Philippines. Eyes on the ground contact for IT infrastructure and escalations. Liaising with IT in Ireland the local IT in the Philippines off managing system outages, load testing, performance issues and production tools.

Create and implement recovery and contingency plans to ensure service levels are met and best use of resources. Maintain and grow subject matter expertise across the full Virgin Media product set, portfolio, systems and processes. Holding knowledge share workshops and creating content for internal Knowledge base. Handling real time phone, email and letter complaints and escalations.Responsible for the user administration, rule base configuration and creation of training material for our Email Management System and Online Chat System. Front line agent in Aftersales & Billing, Technical Support, Complaints, Email/Admin and Webchat. Responding to customer queries, striving for first contact resolution and ensuring best possible customer experience.

Day to day management of the family business with a team of 5, including carrying out various types of shoe repairs and key cutting using specialised machinery. Understanding and complying with the official PCI Security Standards for taking credit/laser card payments, maintaining this according with regulations. Identifying the customer’s individual repair needs and driving additional sales through online social campaigns. Responsible for all financials in the business, managing invoices, salaries and lodgments. Consulting with Business Representatives on a regular basis ordering stock and machinery.

Responsible for management of the floor and staff of up to 10. Accountable for sales performance and identifying upselling opportunities. Creating work rosters, allocating holidays and ensuring best use of resources. Handling customer complaints in a timely manner. Monitoring stock, merchandising and cash handling.