Stuart Coleman (He/Him) Email & Phone Number

Citywest Business Park Dublin 24

HSQ, Dublin 8

As a service manager I am responsible for ensuring we put our customers at the heart of everything we do. A key element of this is being responsible for building strong, resilient and lasting customer relationships and leverage internal support in order to swiftly resolve customer issues. I place a strong focus on developing and enhancing the service.

Citywest Dublin Ireland

• My responsibilities here include the efficient operation of all centre processes, with a focus on excellence in customer service and process automation where possible. In addition to this I am responsible for engaging.
• Engage with product management teams on new and existing services to ensure seamless introduction of all new product processes into the centre.
• Work closely with OeCC teams to drive and implement changes to ensure efficient and working processes, identifying improvements required to reduce manual task volume
• Engage with external operator teams on large customer projects which impact OeCC in addition to working with them on process adjustments or developments to address deficiencies which are impacting on the overall.

County Dublin, Ireland

• As part of newly established change management team, tasked with implementing and leading on a transformation programme dedicated to improving customer service function within eircom wholesale. This program involved.
• Review and map all existing customer centre processes and methods of operation, identifying pain points across system, process and people.
• Work with IT and system developers to implement suite of business requirements across key operating systems.
• Implement process and operational improvements to address inefficiencies
• Set up and establishment of new contact centre in Dublin – migrating existing customer care function from alternate location.

County Dublin, Ireland

As a dedicated customer project manager on this team, I managed the rollout of all deliverables agreed with the customer, to deliver a fixed voice white label solution. A key element of this role involved working closely with the customer in terms of educating them on the solution and underlying wholesale products, along with providing support and advice.