Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Declaration
Timeline
KEVIN GEORGE

KEVIN GEORGE

Dublin,Dublin

Summary

I am a meticulous problem solver with a vision for continuous improvement through a digital approach towards managed service delivery of contracted responsibilities towards customers and stakeholders while focusing on scalability and resilience. Demonstrates strong organizational, planning, and communication abilities. Effective at independently handling diverse business relationships with disciplined execution strategies. Proactive in providing support and making sure day-to-day operations run smoothly.

Overview

15
15
years of professional experience
3
3
years of post-secondary education

Work history

Customer Service Manager

Eastern
03.2020 - 03.2023
  • Improved customer service experiences facilitate organic growth and loyalty.
  • Planned staff rotas to meet customer needs while remaining under budget.
  • Analyzed statistics and KPIs to identify potential service improvements.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Implemented personal development programs to enhance staff capabilities and satisfaction.
  • Recruited customer service team members and mentored them in company policies and best practices.
  • Recognized issues and implemented corrective actions for continual improvement.
  • Review processes and practices regularly to achieve business goals.
  • Delivered constructive feedback to enhance staff performance.
  • Took ownership of escalated customer issues and followed through to resolution.
  • Documented department data and compile accurate reports.
  • Championed organizational values to instill asense of loyalty and community.

Senior Customer Service Associate

Accenture
05.2016 - 07.2019
  • Resolving customer queries over the phone and by email and documenting them in the CRM database.
  • Cross-selling and upselling new features to existing customers
  • Ensuring SLAs are met.
  • Tracking, analyzing, and generating statistical reports highlighting big wins and areas for improvement
  • Managing data collection, visualization, and reporting for projects of different scales and applications.
  • Coaching and mentoring employees on process and product and keeping track of incoming call volumes are handled within the SLA.
  • Developing process improvement plans to support ongoing service improvement.
  • Carrying out routine performance evaluations with the GSD team and incorporating QA reviews.
  • Determines new work procedures and analyzes complex and variable issues with significant departmental impact.
  • In charge of various types of project management in the account services space, and managing cross-functional relationships with all teams.
  • Ensuring request handling and escalation policies are carried out in accordance with the procedures to ensure that customer issues are addressed within the acceptable timeframes
  • Developing process improvement plans to support continuous service improvement
  • Maintaining strong cross-functional relationships with other support groups such as Telecoms, Applications, Networking, and IT Security both as vendors and customers to facilitate clear and smooth communication.

Senior Technical Consultant

Sutherland Global Services
09.2008 - 11.2015
  • Resolving customer queries over the phone and by email while capturing customer information, call notes, and queries on CRM.
  • Resolving complex problems and issues by understanding their root causes and implementing solutions.
  • Strategy: Tracking, analyzing, and generating statistical reports highlighting big wins and areas for improvement
  • Managing data collection, visualization, and reporting for projects of different scales and applications.
  • Coaching and mentoring employees on process and product and keeping track of incoming call volumes are handled within the SLA.
  • Developing process improvement plans to support ongoing service improvement.
  • Keeping abreast of new developments in products, services, protocols, and standards that may improve effectiveness and efficiency.
  • Determines new work procedures and analyzes complex and variable issues with significant departmental impact.
  • Ensuring request handling and escalation policies are carried out in accordance with the procedures to ensure that customer issues are addressed within acceptable timeframes.
  • Developing process improvement plans to support continuous service improvement
  • Scheduling and managing staffing numbers to ensure that contact volumes can be satisfied


Education

Bachelor of Business Administration -

Albedo School of Business Management, India
06.2007 - 05.2010

Skills

  • Communication skills
  • Customer Service
  • Vendor Management
  • Project Coordination
  • Operations Management
  • Team Management
  • Stakeholder relationship management
  • Objection Handling
  • Organizational skills
  • Google Workspace
  • Microsoft Word, PowerPoint, and Excel
  • Microsoft Dynamics
  • Salesforce
  • Creating Software Requirements Specifications
  • Customer Relations
  • Schedule Management
  • Training and mentoring
  • Staff Management
  • Business administration
  • Negotiation

Accomplishments

  • Created Software Requirements Specifications and finalized the vendor for new HRIS software.
  • I oversaw the stage-by-stage implementation of new HRIS software for Head Office and Field Sales. 2021 September -2022 February.
  • Created Software Requirements Specifications and finalized the vendor for new ERP software for sales, manufacturing, procurement, supply chain management, logistics, and accounting.
  • I oversaw the stage-by-stage implementation of new Odoo ERP software for sales, manufacturing, procurement, supply chain management, logistics, and accounting. 2020 March - 2021 May.
  • Won Encore Award for upholding Accenture Core Values – Q1 FY' 2018-19

Languages

English
Fluent

Declaration

I hereby declare that the information mentioned above is true to the best of my knowledge.

Timeline

Customer Service Manager - Eastern
03.2020 - 03.2023
Senior Customer Service Associate - Accenture
05.2016 - 07.2019
Senior Technical Consultant - Sutherland Global Services
09.2008 - 11.2015
Albedo School of Business Management - Bachelor of Business Administration,
06.2007 - 05.2010

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KEVIN GEORGE