Stephen Flood Email & Phone Number

Keeping over 120,000 customers safe every day PhoneWatch are Ireland's No.1 for Safety Alarms since 1991, offering a range of monitored alarm solutions for Burglary, Smoke and Carbon Monoxide for homes and small businesses. At PhoneWatch, we instantly respond to your burglar, smoke and carbon monoxide alarms from our state of the art Alarm Receiving Centre in Dublin. Whether you’re at home or away, having a PhoneWatch alarm means you can relax knowing that we’ll be there to make sure everything is safe 24 hours a day, 365 days a year.As Field Operations Director I hold an Executive level leadership position and have overall responsability for the installation, maintainence, scheduling, logistics and technical support functions for the company.

Dublin

Irish Water is Ireland's new national water utility, bringing the water services of the 34 Irish Local Authorities together into one national service provider with the aim of providing a secure, high quality and sustainable service to the Irish publicAs Operational Analytics Manager I have responsibility for supporting the Irish Water Customer Operations functions (Customer Service, Channel Management, Complaints, Key Account Management, Billing, Credit and Collections, Revenue Assurance, Vendor Management, Customer Experience & Strategy, Quality & Change Management, Data Management) through the provision of descriptive and predictive operational analytics.

6 month career break

In addition to General Manager of the 11811 Directory Enquiry / Payphone businesses as Head of Multi Channel Contact Centres I was accountable for all elements of business performance including operational performance, business strategy, development of financial plan and delivery of the operational budget. Areas of responsibility spanned Customer Complaints, Social Media, Webchat, Net Promoter Score (NPS) Close the Loop, as well as the email and back office customer service and support functions.Social Media Awards 2013 - Winner Customer Care using Social Media (Integrated)Social Media Awards 2013 - Finalist Best Business Twitter account – Support, CRMSocial Media Awards 2012 - Winner Best Business Twitter account – Support, CRMSocial Media Awards 2011 - Winner Best Business Twitter account – Support, CRMIn parallel to the above I played a lead role in the design and delivery of a major restructuring programme resulting in the adoption of Centre of Excellence model across the eircom Group Customer Service, Repair Service, Technical Support and Support Service functions. The scope of the programme was to successfully implement a managed service resourcing model that delivered a reduced site footprint, reduced unit labour cost, increased productivity and greater operational flexibility.

The Operator Services and Payphones businesses are standalone subsidiaries of eircom (Irelands leading Telecoms provider). Both operate in extremely challenging markets. Reporting to the Sales and Service Director as General Manager I had full control over all elements of business performance including, operations management, business strategy, development of the financial plan and delivery of the P+L

As Head of Commercial Development I led and implemented product, pricing and marketing strategies to support delivery of the 11811 P+L. In tandem I implemented a number of initiatives that resulted in the cessation of non-core products and services.In parallel to the above I played a lead role in the delivery of a major restructuring programme resulting in the adoption of Centre of Excellence model for the 11811 business. The scope of the programme was to successfully implement a managed service resourcing model that delivered a reduced site footprint, reduced unit labour cost, increased productivity and greater operational flexibility.

As Head of Technology I led and delivered a €6.5m (capex) / €4m (opex) programme to replace eircoms end of life directory enquiry platform servicing circa 45m calls per annum across multiple sites. In parallel to above I played a lead role in the successful migration of the eircom Emergency Call Answering Service (ECAS) to BT

As Data & Systems Project Manager I Owned reponsability for the campaign management of all inbound, outbound and blended sales activity via the Davox predictive dialler / Graham Technology front end.Led and delivered programme to replace Graham Technology front end system used by TSS including integration with the Nortel PABX, Davox predictive dialler, billing and back end fulfillment platforms.Led and delivered programme to provide TSS with performance management (evolve), call recording/assessment (NICE), workforce management (Blue Pumpkin) and reporting capabilities.Led and delivered programme to relocate 200 seat call centre to new premises.

Bachelor Of Business Studies, Administration, Business, Finance, Economics, I.T

Managing People Programme Level 6 Special Purpose Award, Leadership, Managing Performance, Communication, Interpersonal Skills, Employment Legislation

Education record