kevin houlihan

assistant manager and mentor

About

Throughout my career I have worked in customer-centric roles that have given me insight into all aspects of customer relations. I have a proven track record of leading teams in a fast paced environment to deliver results. I believe that I can use these skills and experience to drive success.

Country

ireland

City

ireland

Industry

telecommunications

Skill

customer relations, leadership, management, team leadership, call centers, telecommunications, time management, business process improvement

Experience

sales

soundstore

2009-9 - 2013-2 · 3 yrs 6 mos

Electrical Goods Sales & After Sales Care

customer care manager and product tester

catch

2007-1 - 2009-6 · 2 yrs 6 mos

Customer Care Manager and Product Tester

team leader

aol

1999-1 - 2006-1 · 7 yrs 1 mo

* Manage a team of twenty five to thirty five staff performances. * Work with internal departments to ensure the day-to-day operations of the call centre. * Ensure targets are reached and surpassed through one-to-one coaching. * Developing team members’ careers. * Resource planning and time management. * Design performance plans for staff encouraging personal development. * Instil a sense of team pride, mutual respect and positive motivation. * Feedback to the business on improvements and cost savings. * Work closely with my peers to ensure best practice and knowledge is shared. * Manage absenteeism and attrition to ensure that issues are dealt with in a timely fashion and future absenteeism is kept at a minimum. * Hold disciplinary meetings with staff.