This individual has over 10 years of experience in customer service, sales, and business analysis roles. They possess strong communication, organizational, and relationship building skills. They have a bachelor's degree in religion and psychology from University College Cork and are proficient in Microsoft Office, CRM systems like NetSuite and Salesforce, and the Adobe Creative Suite.

1. PROFILE
I am a mature, positive and hardworking individual, who always strives to achieve the highest standard
possible, at any given task. I possess excellent communication skills and I have the ability and
experience to relate to a wide range of people. I enjoy learning new things, I can work very well under
pressure and I have the sales and customer service experience to handle customer complaints and
solving problematic situations.
EDUCATION
University College Cork 2007 - 2010
Honours Degree in Arts (Religion and Global Diversity and Psychology)
• Final year result 2:2
Colaiste and Spoirid Naoimh 2001- 2007
• Leaving Certificate (400 points)
EMPLOYMENT HISTORY
Solarwinds Software Oct 2015 – Present
Maintenance Renewals & Customer Retention Executive EMEA
• Hit personal monthly and quarterly bookings targets.
• Collaborate with fellow team members to help achieve team number.
• Work with customers to ensure early or on time renewal of maintenance.
• Work with channel partners to ensure early or on time renewal of maintenance.
• Bring customers through a sales cycle and stage each deal accurately on NetSuite (the CRM system used).
• Deal with objections and challenges that are delaying or preventing an on time renewal.
• Manage a large customer base on a quarterly basis.
• Work through a list of unallocated accounts on a daily basis.
• Understand the workings of SolarWinds as a business and where to seek help when needed.
• Cooperate with other departments to achieve a unified customer experience and benefit the company as a whole.
• Engage with management in a timely fashion on escalations.
Abtran, Cork City August 2007 – Oct 2015

2. Business Improvement and Quality Analyst January 2015- Oct 2015
• Conduct deep dive analysis of data in order to draw conclusions and provide recommendations for continuous
improvement.
• Provide management with information, feedback and suggested improvements.
• Support innovation by developing strategies and creating opportunities to elicit new ideas from members of the
business.
• Look at problems from all angles to find fresh, new approaches.
• Create and distribute daily, weekly and monthly quality reports including results, issues, root causes, preventative
actions and corrective actions.
• Design and implement effective quality processes to measure internal and client quality targets and report
compliance to these targets in a timely manner.
• Maintain detailed quality documentation and reports for distribution to key stakeholders.
• Work with business units to establish control plans for key processes.
• Promote a clear understanding across the company of the importance of business improvement measures.
• Attend and report on Quality Calibration and Customer Experience sessions where appropriate.
• Build relationships with key internal and external stakeholders.
• Attend any Client or Operational meetings as required (on site or off site).
• Demonstrate leadership skill to introduce new processes and ways of working within the company.
• Influence others including senior stakeholders, anticipates objections and prepares fact based arguments.
Eflow, Aviva, SKY and Local Property Tax – Duty Manager November2013-December 2014
• Meeting performance targets for speed, efficiency, sales and quality.
• Managing the daily running of the call center floor.
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Reviewing performance reports throughout the day and acting on them.
• Organising staffing, including shift patterns and the number of staff required to meet demand.
• Motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Forecasting and analysing data against call figures on a weekly and/or monthly basis.
• Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.
Sky Television Retention & Sales August 2007-April
2013,
• Charged with both acquiring new customers and retaining current ones
• Worked both inbound and outbound campaigns
• Consistently hit sales targets
• Filled in for Team leaders when they were absent/on holidays
• Scored calls for quality and Data Protection adherence
• Trained new agents and also gave refresher training to tenured agents.
• Took supervisor calls.
UCC Club President July 2010-June2012

3. • Elected by the student body of UCC to the position of President of UCC Clubs Executive 10/11 and 11/12.
• In this role I was the leader, manager and chief spokesperson of the organisation which governs 60 clubs in UCC
which held approx. 150 events a week.
• I acted as the main representative of all UCC Clubs when engaging with members of the university management
structure, sitting on many committees such as The Joint Board for the Student Experience, The Student’s Union as
well as any ceremonial capacities as required.
• I sat on a number of Boards of Management including the Mardyke Arena and different bars on campus.
• I managed a team of eight other elected officers, and serve as the chief financial controller of the Clubs Executive,
managing a near seven figure annual budget as well as managed events such as Healthy living week.
• Another aspect of the role in developing a Strategic plan for Sports and Recreation for University College Cork for
the next 5 years which includes sections on capital development and management restructuring.
Roches Stores, Wilton September 2004 – November 2006
Merchandiser
• Liaising with the buyers.
• Maintaining a comprehensive library of appropriate data.
• Working as visual display staff and with department heads to decide how goods should be displayed to maximise
customer interest and sales.
• Producing layout plans for stores.
• Controlling stock levels based on forecasts for the season.
• Analysing aspects of bestsellers (for example, the bestselling price points, colours or styles) and ensuring that
bestsellers reach their full potential.
• Monitoring slow sellers and taking action to reduce prices or set promotions as necessary.
• Analysing previous season's sales and reporting on the current season's lines.
• Identifying production and supply difficulties and dealing with any problems or delays as they arise.

4. ADDITIONAL QUALIFICATIONS AND AWARDS
• Full Clean Irish Driver Licence
• Completed and passed the Royal Life Saving Society courses
• Completed the UCC Works programme for organisation.
• Received a Beni Merinti from UCC for my work with the Clubs
• FAI Coaching Badges
KEY SKILLS
Communication Skills
• Excellent verbal & written communication skills
Organisational Skills
• Responsible for organising at times schedules and overtime for up to 300 agents during peak business periods
Team Building Skills
• Experienced in different roles in building a team mentality in different group settings and sizes
Relationship Building
• Built up strong relationships at all levels, including very senior management.
PC SKILLS
• Proficient and experienced user of Microsoft Office Package and many CRM platforms.
• Advanced knowledge of Interaction Intelligence software.
• Experience with the Adobe Creative Suite.
• Experienced in using NetSuite and Salesforce.
HOBBIES, INTERESTS & ACHIEVEMENTS
Football
• Played with UCC AFC for seven years, I have been lucky to win both National and Local Cups as a player.
• Managed teams for 4 year.
• Won clubman of the year in 2012.
• Regularly go to Cork City F.C. Football games and I am part owner of the Club.
• Currently Player Manager with Casement Celtic.
Darts
• Founder of the UCC Darts Clubs.
• Played competitively for 4 years.
• Won back to back league titles in 2013/14 going unbeaten both seasons.
• Currently member of the CDPA Premier Division Champions.
References available on request