Stuart Kelly Email & Phone Number

Mountainview

• Support Sales, Credit Control, Finance and Care.
• Engage with sales teams and stakeholders to support on delivering resolution on all Query types.
• Develop and drive Reporting structures within Debt to ensure focus and accountability remains on same.
• Develop new process’s and KPI’s
• Close queries as soon as possible to reduce credit likelihood
• Daily/weekly reporting on debt in Query across all functions.

Greystones

Goldfish.ie is a new generation of telecoms company that is helping thousands of businesses reduce their telecoms’ costs by moving them from a traditional telephone system, to a fully cloud-based service. Goldfish.ie's services operate just like a traditional telecoms provider, except that all calls are routed through the internet, instead of over a fixed.

• Made recommendations for improving the effectiveness of Customer Experience to drive TNPS and NPS, seeking buy in to implement improvements.. Lead and take ownership for the successful implementation of improvements.
• Organised regular working group meetings ensuring all stakeholders are actively participating. This included managing the agenda, track and update action logs, Risk Register and status.
• Regularly update Senior management on progress including actual and potential risks
• Collaborated with all cross-functional stakeholders within and outside Commercial Operations to ensure timely turnaround and closure of actions and clear transparency of solutions implemented. Formally handover/back to.
• Developed and agreed clear KPI reports for management stakeholders showing current status of all issues including clear and measurable impact of improvements delivered.
• Communicate success /wins to all stakeholders

Ireland

• In this role I was responsible for the successful implementation of all process’s within Vodafone’s enterprise contact centre during a successful outsourcing period to maintain customer satisfaction.
• Driving NPS improvements and efficiencies’ across a number of contact centres.
• Implementing and delivering Call reduction programmes
• Stakeholder management including weekly presentations to SLT
• Ensuring that all contact centres had the relevant training and that no new products were launched without a training programme.
• Producing Daily/weekly/Monthly data and insight reports

• As team Leader I was responsible for the Career Progression of all CSR’s that report into me
• Driving KPI’s to have a direct effect on CDI and TNS
• Team leader across frontline consumer and enterprise care and back office administration
• As porting support and submissions team leader I was responsible for the successful planning of all ports into and out of the network with particular emphasis put on system performance.
• Incident management
• Point of Contact for Escalated Calls and Letters from Customers