Steven Kelly Email & Phone Number

Dublin City, County Dublin, Ireland

- 1-2-1 coaching with leaders, tailored to the coachee’s operational priorities. For example; managing difficult conversations, performance management, conflict resolution and career progression- Facilitated ‘coach the coach sessions’; observation of a 1-2-1 or team session conducted by an operations leader, followed by 1-2-1 feedback on coaching/leadership acumen displayed- Organised and hosted group coaching sessions with leaders, focusing on a critical or pertinent theme, or priority for the business- Delivered workshops with aspiring leaders and new hires- Provided weekly, confidential feedback and insight to operations directors on themes such as morale, engagement and pain-points. Made recommendations on what initiatives would help mitigate Key achievements: - Designed, launched and implemented a bespoke leadership development programme launched in early 2018. Quantified output and presented to senior stakeholders on a quarterly basis, and provided key insights. Articulated development opportunities that were prioritised for the following quarter. Resulted in a two-fold increase in leadership skills in the operation during 2018 and 2019, and contributed to improvements in a range of departmental KPIs - Designed, launched and implemented a bespoke training programme for aspiring leaders in the organisation. Facilitated 6 day-long workshops per quarter, which explored themes such as coaching, mentoring, planning, prioritisation and emotional intelligence. Resulted in a 25% increase in internal promotions from 2017-19, with accompanying reductions in recruitment and attrition costs

Dublin City, County Dublin, Ireland

- Leadership and management of a team of up to 15 FTE, owning all aspects of people management- Drive improvements in core departmental KPIs – Customer Satisfaction (CSAT), Net Promotor Score (NPS), Productivity and Sales through Service (STS)- Regular deputising for Customer Operations Manager during annual leave, collaborating with all stakeholders to ensure department success- Leading and contributing to department-wide initiatives to link the sales and service functions, in line with the company’s strategic priorities in the domestic telecoms marketKey achievements: - Successfully transformed low-performing to high-performing within a 9-month period. Leveraged communication skills, action-planning and key coaching skills- Designed, implemented and managed all aspects of successful broadband sales incentive scheme in the service department in Q2 2017. Active and regular engagement with all stakeholders

Postgraduate Diploma, Psychology, 1St Class Honours

Bachelor Of Arts (B.A.), Philosophy, 2.1