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Results driven leader, with 20 years senior management experience in B2C/B2B, programme management and driving operations excellence, efficiency and continuous improvements in CX across both the financial services and telecoms sectors. He is an experienced business mentor and trainer working with LEOs across west/northwest/midlands region.
He holds a PostGrad in Enterprise and Innovation, from Trinity College Dublin, a BA in Business from University College Cork, and a PostGrad in Marketing from the Irish Marketing Institute. He is Prince2 Certified and LEAN 6 Sigma.
Exceptional communicator with ability to build relationships with clients, company leaders and cross functional teams.
As a mentor, he has worked extensively with small/micro businesses across the West/North/Midlands region and is keenly aware of the challenges they face.
He held senior programme management and customer service operations roles, including Head of Customer Care & Experience in openeir serving in excess of 1.5m broadband customers for Vodafone, SKY Ireland and eir.
As Head of Service at eir, he served 2.5m customers, dealing with 2m calls annually, managing 350 FTE. He has established a track record of building highly engaged cultures and environment using collaboration, transparency and motivation, maintaining morale through change.
In 2018 he established QMP Consulting working extensively with SMEs as a mentor, securing funding, developing sales strategies and building business models with entrepreneurs/startups.
He has been contracted by LEOs for programme management e.g. Just Transition for Roscommon and Going Green on behalf of Longford/Laois/Westmeath/Offaly LEOs.