• 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.• Capture incomplete and inconsistent process’s.• Work cross functionally with Credit control, Sales and operations to ensure best in class process’s• Identify and resolve Potential issues that may result in queried debt• Lead/participate in multiple teams for projects, providing prompt information, communicating with impact and guiding team members.• Support & work alongside Segment Lead and Commercial Manager.• Work Cross functionally to ensure all Debt in Query is covered.• Work closely with key stakeholders to understand their requirements, capture their input and follow up with action plans necessary. • Be a role model for consistent customer focus to ensure that absolute ownership is assumed at all times• Supporting KPI’s – Debt reduction WoW/YoY reporting.• Process Improvement and implementation.• Strong Stakeholder Management• Assess revenue leakeage and opportunites within the top 40 ECS Accounts• Engage daily with Account managers to review contracts and invoicing to ensure correct set up• Report progress and savings to senior stakeholders on a weekly basis • Feedback cost saving opportunities to stake holders cross functionally • Make reccomendations for process improvement• Implement Cross functional collaboration to ensure best possible results

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 telephone line. No on-site installation is required, so there are no set-up charges. Services are provided on a month-to-month basis, so customers are not tied to long-term contracts. This allows them to make significant savings via the lower set-up and call-costs that Goldfish.ie can offer.The other advantages of a cloud-based service are that their customers can also benefit from access to other features that are not available through a traditional telephone system, such as Call Recording and Call Director. Headquartered in Greystones Co Wicklow, Goldfish.ie’s customers include one of the biggest cloud storage companies in the world; also on their books are Irish construction company the Sisk Group and US conglomerate IDG, as well as a wide variety of Irish businesses and organisations from all sectors of business.

• 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 Product or Process owners on satisfactory completion of all actions• 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 • Participated in regular team meetings and planning sessions as required• Complete structured analysis (at 2nd, 3rd and 4th level) to support any proposed initiatives designed to address customer experience issues

• 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• I was also been involved in the People engagement Workshops both for Customer Experience and on a more local level in the call centre