Thomas Bohan Email & Phone Number

Dublin 2, Ie

As Reporting & WFM Mgr I am responsible for all reporting for Facebook Dublin operation in Accenture. I am responsible for our WFM and BI teams to produce accurate reporting and provide analysis to help improve our clients experience. I am also responsible for Operational Finance within SMB.Duties:• Working with and monitoring of the reporting information, thorough analysis of background figures for compilation of reports.• Complete familiarity with, and Knowledge of the SLA’s between Accenture and the Client and ensuring that all reporting is recorded and communicated to all relevant parties.• Liaising with the Client Team Manager’s and Teams within Accenture and also with the Client to ensure satisfactory reporting figures within agreed deadlines.• Preparation of presentation material and statistics where necessary for the purpose of meetings (daily control boards, QBR, Strategy Meetings etc.)• Compilation and distribution of weekly/periodic reports to the Ops teams and Client Team Manager on key metrics for the purposes of efficiency, planning and control. • Work Force Management, Producing, Maintaining and Updating Forecasting reports.• Responsible for identifying and proposing new innovations in the broad Client area for the purposes of improving and increasing customer satisfaction.Skills Gained:• Implemented a new recruitment tracking system for FB operations globally• Provided key analysis and worked closely with our sales team through RFP’s to increase the size of business.• Set up reporting requirements from scratch for the aforementioned projects.• Assisted the team in introducing new tools like attrition database, forecasting tools, Invoicing process • Gained more skills using Tableau and Power BI.

Baden-Baden, De

As WFM/MI lead I am responsible for all reporting within our Google Customer Service operation in Arvato. My main objective is to ensure that the team are capable of producing reports/forecasts etc of a high standard the main duties of myself and department are listed below:Duties:• Working with and monitoring of the reporting information, thorough analysis of background figures for compilation of reports.• Complete familiarity with, and Knowledge of the Service Level Agreement between arvato finance services Ltd. and the Client and ensuring that all reporting is recorded and communicated to all relevant parties.• Liaising with the Client Team Manager’s and Teams within arvato finance services Ltd. and also with the Client to ensure satisfactory reporting figures within agreed deadlines.• Preparation of presentation material and statistics where necessary for the purpose of meetings (daily control boards, QBR, Strategy Meetings etc.)• Compilation and distribution of weekly/periodic reports to the Ops teams and Client Team Manager on key metrics for the purposes of efficiency, planning and control. • Work Force Management• Producing, Maintaining and Updating Forecasting reports.• Responsible for identifying and proposing new innovations in the broad Client area for the purposes of improving and increasing customer satisfaction.Skills Gained:• Introduced new processes into team e.g. Internal online ticketing system for Adhoc request and Real time monitoring department within team.• Provided essential assistance from a WFM point of view launch new projects which included introducing new products sites and Markets accross the board.• Set up reporting requirements from scratch for the aforementioned projects.• Assisted the team in introducing new tools like attrition database and forecasting tools.• Gained valuable training in Management courses.

Financial Reporting AnalystBusiness Management Team, IBRC Duties:• Responsible for designing specs and delivery of new reports and reporting tools to the Recovery Section of IBRC.• Manage all reporting packs for various departments throughout IBRC in Ireland, Europe and the USA.• Update KPIs for the Board, Directors and Senior Managers throughout IBRC.• Liaising with various departments on Compliance and Regulatory reporting e.g. HR for headcount and Payroll.• As the main contact between department and Development teams my duty was to manage relationship with our BI partners in delivering reports in a required time and quality.• Coordinate implementation of new system and reporting tools throughout various departments within IBRC.• Draw up action plans around Operational procedures to enhance the performance of the bank.• Responsible for updating and managing templates used within our departments for reports etc.• Perform Ad-hoc requests for various departments.• Gather and update requirements for Business processes throughout the bank.• Point of contact for complex queries in excel, cognos etc to analyse query and automate processes.Skills Gained: • Gained valuable experience working closely with BI on developing and delivering new reports in Cognos Report and Query Studio.• Learned how many database systems can use the same criteria for front end view and how to implement in house tools to feed data into database and then report through front end reporting tools e.g. Cognos• Helped implement new recovery system tools and reporting tools.• Learning new banking processes like Transaction pipeline forecasting and Repayment analysis and recovery procedures.• Helping to implement new codes and practices that were requested from central bank. E.g. SME code of conduct.• Worked on numerous new projects, introducing new systems and new reports.• Completed Advanced Excel 2010 Course.

St Johns Road West, Dublin 8, Ie

Duties:• Responsible for all reporting throughout customer care, Hyperion reports from Genesys systems (CC Analyser, Datamart, Infomart, CCPulse). Also MIS reports from Intec Billing system also through Hyperion. And reports from our scripting tool Business Express.• Co-ordinated with all departments in Customer care and outsource partner to ensure all report requests and KPI’s are being met by team.• Managed and update automated reports on Hyperion Broadcast Server.• Trained reporting team and internal customers on reporting procedures and systems (Hyperion, CCPulse, Infomart,etc.).• Managed relationship with external suppliers and contractors regarding reporting systems, training, and external work.• Ensured team work to schedule and all requested reports and KPI’s are delivered on time.• Developed reports to make sure all KPI’s are being met and suggest any KPI’s which are needed to ensure business enhancement is met or deliver set list of KPI’s to new teams, contracts etc. • Obtained stakeholder specifications for reports on new IT systems and ensured they were on time, also drafted specification for reports that the business would need from these systems.• Responsible for designing and updating Business Processes and process documents.• Provide and update business cases to the Board in order to obtain approval for new projects, systems and reports.Skills Gained: • Gained more vital experience in my second launch of a Genesys system, including Inbound/Outbound dialler and Email.• Learned valuable knowledge in ensuring that all MIS Hyperion reports for our billing system met with the departments requirements.• Learned how multiple database systems can use the same criteria for front end view.• Building new wallboards for existing reporting tools.• Setting up and co-ordinating a new team to focus on all level’s of reporting for all contact centres.

Austin, Texas, Us

Duties:• Responsible for budget allocation and tracking for the different recruitment cost centres across EMEA.• Co-ordinated communication with the wider EMEA Recruitment professional community (approx. 60 consultants), with Hiring managers and with Corporate at Senior level Responsible for day-to-day reports of recruitment activities in EMEA. • Managed of resourcing; utilization; cross-charging and inter-company transfers; raising purchase order numbers, expense and P&L tracking; compilation of all related reports. • Work to objectives/targets set by the Recruitment Senior Director following global standard. • Manage relationship with external suppliers (job boards, advertising etc.) • Ensuring that Website was up to date and that reports from web facilities are accurate fit for purpose and fulfilled company’s needs.Skills Gained: • Gained vital experience in implementing a new system into the recruitment approval process. By automating this process reduced waiting times significantly.• As the Business Analyst for recruitment across Europe Middle East and Africa learned how to differentiate between the currency and salary expectations of different countries.• When dealing with external suppliers and companies that were providing a service to oracle gained valuable experience in ensuring that they adhered to the SLA.• Learnt much on dealing with Oracles websites and how to create pages and links to these sites.• Manage of the Recruitment internal web site • Prepare collateral, organising meetings and events • Constantly report and keep full visibility on activities • Daily reporting to corporate on requests for Offer and vacancy approval • Running weekly reports to highlight all current vacancies across EMEA• Learned more about Hyperion development.• Became an important link between many countries removing language barriers by implementing cultural friendly front end databases.

Us

 2004 – 2007 Microsoft Reporting Specialist 2003 – 2004 Team Lead NTL (Esat outbound overtime)  2002 – 2003 Program Specialist NTL Duties:• Complete Efficiency and Utilisation reports for Microsoft, Aer Lingus and NTL teams ( sales figures, sales conversion rates, agent time on phone vs. time logged in)• Complete daily statistics for 3 teams in the Contact Centre ( inbound and outbound call volumes, inbound e-mail traffic, product sales mix )• Complete Monthly and weekly KPI’s• Implement Forecasting and Scheduling for all teams. ( Weekly and monthly headcount reports, new business tenders, total call volume for the centre )• Ensure all agents in the Contact centre are linked correctly to all systems in order for them to be included in all reports.• Highlighting changes to existing reports and processes • Creating new reports / statistics for Team Managers depending on new business won by the company• Report to Call Centre Managers and Team Managers on a weekly basis on all reports.Skills gained: • Gained vital experience in people management skills as a Team Leader.• Learned how to delegate and manage tasks as well as maintaining the high service levels and standards of the Customer Service team.• Interviewed and trained new hires.• Learned valuable outbound sales experience on Esat cable modem sales team as a team lead.• Learned how to compile reports and ensure all metrics and reports were accurate and of a high business standard.• As reporting specialist ensured that all teams were utilised and efficient through compiling various reports and updating the Contact Centre Manger and Team Managers of results.• Gained Valuable knowledge on reporting systems such as Brio, Microstrategy and Symposium.• 1st Contact base with the Client reporting on all aspects of team performance.