Stephen Broderick Email & Phone Number

Dublin, County Dublin, Ireland

• Represent EM&D (Energy Marketing & Data) at BPG, change forums and change prioritisation
• Responsible for the prioritisation of all business change in conjunction with Operations
• Work closely with insights, contact centres and other key business areas to identify emerging customer needs and create market leading products
• Work with the B2B, B2C and Services products and propositions teams to ensure the product
• development roadmap is achievable and in line with the EM&D strategy
• Accountable for the product catalogue

Dublin, County Dublin, Ireland

• Represent EM&D (Energy Marketing & Data) at BPG, change forums and change prioritisation
• Responsible for the prioritisation of all business change in conjunction with Operations
• Work closely with insights, contact centres and other key business areas to identify emerging customer needs and create market leading products
• Work with the B2B, B2C and Services products and propositions teams to ensure the product development roadmap is achievable and in line with the EM&D strategy
• Accountable for the product catalogue
• Work closely with the Consumer, B2B and Services products and propositions managers

Dublin, County Dublin, Ireland

• Reporting to the Global Head of Premium Services, in this newly created role I am the primary point of contact for our teams in Asia Pacific ensuring they receive the requisite level of support, assisting with any.
• Work with the Training and Quality Assurance teams to design, implement and continually update the sales training programme covering topics such as objection handling, product features and probing. Japan is a key focus.
• Represent NLOK at meetings and build relationships with key partners such as Teleperformance and Neusoft China
• Continually analyse and evolve the customer experience (CX) process to minimise customer transfer points and reduce average handling time (AHT)
• Establish a process with the Quality Assurance team to increase the learnings from our Detractor Analysis. This process was rolled out globally beyond the APAC region and further afield.Main Achievements:
• Oversaw the hugely successful APAC region which is projected to deliver a 110% YOY increase in sales revenue for FY 2022.

Dublin, Leinster, Ireland

• Review current NLOK policy with customers.
• Upsell/Cross-sell products.
• Provide technical troubleshooting.
• Provide Support through Phone/e-mail & Social-Media.

Dublin, Leinster, Ireland

County Dublin, Ireland

• Managing accounts both new and existing
• Troubleshooting technical issues
• Up selling and cross-selling on a range of different products
• Handling large call volumes