1. David O’Rourke
Newtown Cottages
Termonfeckin
Drogheda
Co. Louth
0419822034 / 0863917654
Davidorourke81@gmail.com
A confident and self-motivated Team Manager with the commitment and flexibility to work in a
changing environment. Resourceful and innovative personality, enjoys working to lead a team
and also within a team. I enjoy the challenges that come with working in a fast paced industry.
Employment History
Convergys/Stream Global Services – Microsoft
Swords Business Campus, Balheary, Swords, Co Dublin
2011 – Present - Team Manager
Convergys recently acquired Stream Global Services which is a Global Business Process
Outsourcer with over 37,000 employees worldwide. Headquarters based in Cincinnati and EMEA
headquarters based in Amsterdam. I currently have twenty employees directly reporting to me.
I was chosen to visit our Headquarters to work on process improvement and to run a pilot
program.
• Coach to daily performance, quality, behaviour and attendance standards at the
individual and team level.
• Build relationships with other people managers and key stakeholders
• Aid in the development of new processes, products, and procedures.
• Attend management meetings
• Interviewing for new teammates
• Manage the disciplinary and time management process
• Maintaining high standards of service and training/coaching daily with the team to
achieve the same.
• Reporting to Operations Manager and Senior Management Daily/Weekly
• Managing KPIs – AHT, Utilisation, Call Volume and Quality of Support
• Liaising with the client to calibrate for best practices
• Maintaining Quality of Support and striving to improve on already exceptional scores
Dalys of Donore.
Donore, Co. Meath
2008 – 2012: Supervisor Bar, Restaurant and Guest House
In my role at Dalys of Donore I was responsible for reservations, creating and managing the
roster, managing stock control as well as balancing the till and I was keyholder.

2. Star and Crescent Bar and NightClub
Trinity St, Drogheda, Co.Louth
2004 – 2008: Senior Bar Supervisor
In my role in the Star and Crescent I was responsible for supervising staff, reconciling/balancing
tills and floats, depositing cash and stock management, I was the only keyholder outside of the
owner.
Drogheda Town Centre
Dyer St, Drogheda, Co Louth
2001 – 2004: Customer Care Officer
During my tenure as customer care officer in Drogheda Town Centre I liased daily with staff,
management and shop holders, I was keyholder of multiple units and was also tasked with
overseeing security and facilities.
Education
FÁS Dundalk – 2004
Certificate computer aided design level 5
Dublin City University – S.A.T - 1993
Certificate in English and Mathemathics
Manual handling certificate
First aid
Leaving Certificate honours including mathematics A1
Excellent references available upon request