Tara O'Donnell Email and Phone Number

Creating memory treasures! Passion project turning a hobby into a small business with a feel-good factor, people trust me with incredibly sentimental items of clothing to turn into memory bears.What I've learned; how to start a business, bookkeeping, website building, social media marketing knowledge, driving sales and engagement via all online channels and maintaining excellent customer service and standards, all 5-star reviews.

Led an amazing team of approximately 20 reports including Supervisor, 1st Line, 2nd Line and On-Site Support IT professionals across multiple locations in Ireland and expanded the team into Australia and India. Managing traditional and introducing new communication channels from phone, email, self-service, online portal, chat and messaging call app. • Part of the core team that created the Global Service Desk – merging of multiple helpdesks, creating one global service desk including the implementation, development and training of process and procedures for IT Service Management in line with ITIL best practice. • Developed the strategic plan for the Global Service Desk and long term plans.• Implemented a disaster recovery solution and fully operable off site contact centre solution.• Created and developed tailored training programs for the contact centre and anyone contacting the Service Desk; increased self-service portal usage from <3% to ~60% of contacts• Lean Ambassador – process mapping, lean awareness training and driving process improvement through the elimination of non-value add work and visual management systems for continuous process improvement. Decreased phone call abandon rate from >60% to <5%.• Technology Roadshow – delivered corporate office IT information days - driving technology adoption within the company.• Knowledge base - created, implemented, and pushed adoption across all technical teams within Glanbia Technical Services increasing FCR at the Service Desk.• Career Framework – development and implementation of Service Desk career paths; ensuring personal development plans are completed and maintained for each individual with both business and individual objectives including values-based behaviour measures and career framework technical and behavioural competencies - creating a well-rounded, engaged talent pool for the organisation; many Service Desk promoted to 3rd level teams including networking, communications, server operations

General service desk management - monitoring KPI's, improving user experience, onboarding new technologies, improving processes to decrease time spent on non-value-add work, weekly communications with management and team. Targeted FCR 80% and increased employee engagement.• Employee engagement was my main focus in this role and I was involved with different projects including; updating the IVR to encourage self service options, running events with The WCT Events Committee and CSR Committee, mentoring candidates for the “Innovation Awards” and I am a trained buddy for the ‘Mind Ur Buddy Program’ in conjunction with Pieta House.• The Service Desk were winners of Customer Contact Management Association Awards – Best Technical Support Centre - 2014 and 2015.

• Assisting the Service Desk Operations Manager with their team and deputising for them when required.• Performing administrative tasks, gather data and analyse reports on a daily basis for management and agents with regard to stats and daily workload.• Trend spotting for agents stats and reporting any anomalies to help consistently meet all Service Desk KPI’s.• Call quality and ticket quality monitoring.

• Provide bilingual (English and French) telephone and email technical support to internal employees of Sun Life Financial worldwide on various IT applications including Lotus Notes, Microsoft Office and Mainframe.• Logging, tracking and reporting on all calls received for all lines – IT Service Desk, Web Support and Corporate Real Estate.

Member of the Operations Team.Lodgements, withdrawals, account set-ups, loan draw-downs.Worked as part of a team that completed the background work for the lending teams.Writing and sending letters to clients, solicitors and accountants with regard to various financial issues.

Marketing Executive - sales, marketing and day-to-day administration within the company.Maintaining and updating company website, client database and senior management team contact databasesCreating the monthly newsletter and was responsible for sending this to contactsWriting first draft collateral, case studies and news articlesResponsible for maintaining and compiling training material for each training courseCo-ordinated mail-shots and follow-up calls to potential clients