Thomas Atkins Email & Phone Number

Waterford, WD, IE

Waterford, County Waterford, Ireland

• Current Service Desk Ops Manager for SLC Management and Corporate Real Estate departments.
• Recruited to assess processes of existing teams from a reporting and management standpoint alongside senior operations manager, and to implement new dedicated SLC Management Service Desk team in collaboration with Sun.
• Responsible for day to day management of the above Service Desk teams including but not limited to reporting, recruitment, onboarding, team building, support documentation, training, and employee development.
• Provides on-call support for Service Desk agents during after-hours and weekends as part of rotation.
• Offers mentorship as part of STEM mentorship program and internal manager development.

Waterford, County Waterford, Ireland

• Recruited to assess existing operational processes of SD Client Services Ireland team from a reporting and management stand point. and work to bring them in line with wider Sun Life Service Desk processes.
• Represented Sun Life Service Desk at networking events such as CCMA Annual Conference.
• Responsible for the day to day management of the SD Client Services Ireland team including but not limited to reporting, recruitment, onboarding, team building, support documentation, training and employee development.
• Collaborated with National Learning Network and other external partners to deliver in-house talks to job seekers on work environment, CV development and opportunities for work experience within the SD CSI team.
• Assisted Service Desk Partner Services Operations Manager in carrying out similar tasks for sister teams such as CRE, Employee Expenses and BentallGreenOak.

County Waterford, Ireland

• Key player in the SD management team since taking on the specialist/coaching role
• Trains all Service Desk new hires and oversees their ongoing development
• Develops new training plans for new hires and existing agents
• Creates and presents training materials covering all areas of the Service Desk
• Works alongside SD Management on a daily basis to maintain targets for SLA compliance
• Produced training and project reports for SD Ops management

County Waterford, Ireland

• Provides internal tech support for Sun Life employees around the world.
• Trains newly hired and existing agents on a variety of programs and processes.
• Monitors ticket quality for logged incident and administrative tickets.
• Holds daily huddles for the Service Desk team on a regular basis.
• Collaborates with other departments to create new solutions and documents for agents.
• Supports coaches and management with monitoring call queue levels and agent productivity.

Waterford, County Waterford, Ireland

• Film reviewer for Well! magazine featured in the Waterford News and Star.
• Previously provided Gaming news and reviews along with Tech/Gadget news and reviews.

County Waterford, Ireland

• Provides customer service on a personal level to both new and existing customers.
• Improving communication skills by speaking with customers and developing rapport.
• Adapts to constant changing priorities in call structure, metrics, first time resolution and NPS.
• Collaborates with team leader on the training of new agents and improving quality scores.
• Above average rating of department’s goals for call quality.
• Corresponds with other departments in head office in Dublin on a daily basis.

County Waterford, Ireland

Film reviewer for the "Big Breakfast Blaa" morning show on WLR FM. Recurring personality for 'Saturday Cafe' discussion panel. Also provided support for outside broadcasts and promotions on a freelance basis.

The Broadcast Centre, Ardkeen, Waterford

• Uploaded and edited online content to official websites and apps.
• Researched and produced content for programmes as part of a team.
• Dealt directly with public figures in an official capacity on behalf of WLR FM.

• Welcomed customers and helped them make decisions based on product knowledge.
• Introduced special events by speaking with large crowds on behalf of Odeon Cinemas.
• Further developed customer service and communication skills.

The Broadcast Centre, Ardkeen, Waterford

• Uploading and editing online content to www.beat102103.com and Beat 102-103 app.
• Research and production on content for "Beat Breakfast".
• Providing support to Promotions department in research and production of competition content.
• Supporting Head of Sales in online tracking and research of competitors in the market.

Waterford, Ireland

• Developed customer service and communication skills.
• Specifically tasked on a regular basis with examining current operations and improving customer experience
• Took calls from customers dealing with a wide range of queries from billing and account information, to product queries and the sale of extra services.
• Picked to be a part of specialised teams that succeeded in implementing new guidelines for employees to help prevent complaints, such as a new process for approving customer credit.
• Researched products and services on offer to provide a better experience for customers

Ardkeen, Waterford, Ireland

• Developed interpersonal skills by interacting with customers on a face-to-face basis.
• Worked as part of a team to achieve sales targets and improve customer experience.
• Maintained products displays throughout the store.
• Sold furniture and seasonal stock to customer’s based on their needs and queries.
• Assisted customers by recommending options based on product knowledge.
• Frequently dealt with large orders for customers including calculating flooring/painting requirements.