aurimas parsonis

Managing the Digital Business and General Product Roadmap in collaboration with and on behalf of the business owners. Leading and managing virtual teams to develop and deliver the digital product roadmap Implementation of appropriate governance & reporting to manage demand prioritisation and backlog from product owners. Shaping and influencing the enhancement of the company’s online performance for business Contribution to the achievement of KPIs for Business Digital – conversion rate, net sales, Customer NPS/Effort, Continuous improvement and optimisation of user journeys, using key analytics and insights to drive decision making and informing the product roadmap

* Deliver eircom product training for new hires and upskill existing Support Professionals * Manage and assess students performance * Create and use various training methods during the class. * Meet required performance standards * Constantly review and modify training material to meet high training standards * Provide required reports for a Manager * Participate in Train the Trainer program * Participate in various projects * Participate in company’s group interview process

* Provide telephone, e-mail and chat technical and customer support based on various internet packages for eircom customers. * Responsible for delivering timely, accurate technical answers and providing a high degree of customer service satisfaction. * Achieve and maintain service level statistics as required. * Track & document customer & problem information in call tracking database * Contribute to overall team performance, including support and assistance of other team members.

* Provide a high level of support to all Support Professionals & customers * Provide second level support on the mentor line. * Provide guidance to Stream support representatives in problem solving and using resources. * Resolve technical issues for both customers and Support Professionals. * Participate in the escalation process under the direction of the Team Managers and in conjunction with the other Mentors. * Communicate with both customers and Stream Support Professionals. Provide leadership for Stream support representatives. * Prepare supplementary materials as needed on various technical issues. * Monitor Support Professional calls and to provide regular constructive feedback. * Assisting with Customer Service callbacks along with Team Managers and other Mentors.

Understand the success criteria of business project stakeholders. Identify, assess and manage resolution of any risks or issues that could jeopardise programme's success. Monitor project progress against agreed plans. Manage changes to project scope, timelines or finances. Ensure business engagement and stakeholder sign off on BAT test strategy and test case results Develop and execute pilot strategy and plans for key deliverables. Ensure communication structure is in place for post launch support and escalation processes. Define and own exit criteria into BAU environment.