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• Work closely with the Consumer, B2B and Services products and propositions managers• Directly ensure all invoices are processed and in line with contracted agreements.• Create and manage all purchase orders as required to ensure sales and payments are processed efficiently.• Manage the set up and process of new supplier accounts in a compliant and timely fashion.• Responsible for fulfilment and reconciliation of purchase orders.• Complete processing of invoices and resolution of any related queries.• Provide general administrative support to E,M and D department as required.• Produce monthly accruals for all Consumer sales channels in a timely and accurate manner.• Provide clear reporting and tracking of channel performance to include daily and monthly sales reports.• Monitor, report and regularly review vendor performance based on KPIs, identifying & actioning improvement initiatives.• Participate in internal sales related projects as required.

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• Produce business requirements documents as required and manage new products through change• Ensure an exemplary customer experience is embedded throughout the development of any new service• Assist the product & proposition teams with development and represent the category at various fora to ensure products are fit for purpose• Ensure annual AQSPC, price change and regulatory requirements are successfully deployed• Support the Head of Consumer and Segment manager as required to deliver the B2C performance targets including P&L, budget, sales, gross margin and overall profitability for the area• Represent the category across all forums for projects as they arise

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 issues which arise and driving overall best practice in the region.Key Responsibilities: Explore, analyse feasibility, and develop new revenue opportunities across the region.• 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 for this initiative as it’s NLOK’s second largest market globally• 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.• Designed and introduced the Out of Scope (OOS) Sales approach for our French and German Support teams.• Piloted contest initiatives as a means of boosting sales efforts across EMEA and GE (Global English) regions.• Aided in the expansion of the Norton Computer Tune Up service throughout APAC region.• Oversaw the team that revamped the logging guidelines for agents utilizing Salesforce to increase the quality of reported data.• Designed the new logging guideline procedure to improve accuracy on CRM system.

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