Michael Carroll
Head Of Customer Engagement And Innovation
Kilcornan
Summary
A charismatic, highly energetic & self-motivated achiever, with a proven track record at senior leadership level. Passionate about consistently delivering the highest standards of customer service, with excellent people management skills. Creative, professional and thorough, with extensive communication, networking and project management experience. Continuously strives to improve processes and exceed customer expectations.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
27
27
years of professional experience
2016
2016
years of post-secondary education
7
7
Certifications
Work History
Head of Customer Engagement and Innovation
Tierney’s
10.2023 - Current
- Part of the company’s senior leadership team, working on operational management and overview
- Developing and implementing the company’s Long-term vision and strategy
- Act as a mentor to other employees in the department
- Also help with training & development of new account managers
- Understanding the deep-seated aspirations of customers and users
- Identify new business opportunities with existing clients and upsell additional products or services, to drive revenue
Senior Business Account Manager
Tierney’s
06.2021 - 09.2023
- Liaising with our customers senior management teams & maintaining direct relationships with key stakeholders
- Prepare and deliver technical presentations & product demonstrations to customers
- Developing & Managing IT strategies for Customers, Inline with best practices
- Act as a trusted advisor on IT requirements for current & potential new property acquisitions
Service Delivery Manager
PAQIT Solutions
10.2019 - 05.2021
- Day to day management of the service delivery team to ensure that we are exceeding our service level commitments as agreed with our customers
- Striving to exceed our SLA’s
- Primary point of contact for customers, account manager’s and third parties within the department
- Project manage software & hardware deployments to ensure that we are delivering on time with quality we are proud of
- Project leader for a number of inhouse projects to ensure we are utilizing the troubleshooting / monitoring tools that the department / company are currently using to drive efficiencies and automation where possible
- Heading up weekly cross department meetings
- Reporting on KPI’s and project updates
Service Manager
Tierney’s
05.2006 - 09.2019
- Managing a large team of people supporting a 24/7/365 customer base between Irl & UK
- Providing day to day management of the department to ensure we are meeting our client’s expectations and SLA’s
- Planning and Scheduling staff to ensure adequate cover is in place to provide our 24/7 support service to just over 6000 users across 1200 devices, handling an average 620 tickets per week
- Leading meetings & presentations to management, staff and clients
- Responsible for all HR functions for the department
- Liaising with client’s, third-party Vendors and suppliers daily to manage the completion of hardware and software role outs and upgrades
- Attending project meetings in house & on client’s sites
- Reporting to the Managing Director on all aspects of the department, KPI and otherwise
- Manage and acquire fleet vehicles and all in-house ICT needs
- Assisting / Advising the sales department staff and our Clients on technical quires while developing / promoting best practice to meet our customers IT needs and strategy
- Develop and evaluate procedures and training to ensure that their team is fully equipped and trained to do their tasks to the best of their ability
- Project Manage facilities / In-house management systems upgrades or rollouts
- Part of the ISO Core team
- Plan, administer, and control budgets for the department
Field Service Engineer
Tierney’s
03.2004 - 05.2006
- Providing a high degree of technical aptitude and troubleshooting skills
- Designing, Implementing and deploying client solutions
- A Solid understanding of Microsoft technologies
- Deploying Email Systems & client/server email products
- A strong sense of customer service, attention to detail, and desire for organization
- Analytic problem-solving and root cause analysis skills
- Ability to handle multiple tasks and projects concurrently and prioritize appropriately
- Remain at the forefront of emerging technologies and industry practices
- Manage / Liaise with third party supplier
HP Field Service Engineer
Shallure Computers
11.2000 - 02.2004
- Mainly providing onsite electro / mechanical repair to all Hewlett Packard & Agilent Technologies products, also third-party products and customers
- Providing repair and servicing of HP’s large format plotters and Multi-function LaserJet printers, work station PC’s and Laptop’s
- Also, installing, setting up and calibrating all new products for HP
- Interacting with Hp and the Managing Director in the managing and scheduling of all onsite calls in the Munster and Mid-west region
- Liaising with the HP customer relation’s manger in relation to escalations and reporting back with corrective actions
- Responsible for providing Technical advice to Customers on any issues that they may encounter
- Responsible for the electronic paperwork involved in the daily closing of calls and the tracking of all spare parts that are returned to HP daily
- Involved in hp support contract sales to new and existing customers, also offering per / post sales technical help
Supplier Quality Technician
Dell Computers
11.1999 - 10.2000
- Responsible for dealing with day to day issues highlighted to me by Manufacturing Quality on component issues related to Supplier Quality
- Interacting and liaising with External and onsite Supplier Quality Engineers, with regard to issues
- Responsible for the control of the Materials Review Board (MRB) area and staff in that area
- Control of the write off scrap material within the various Lines of Business
- Supervise any in house screening and reworking of components using External-screening Companies
- Reporting and interacting with Worldwide Engineering Departments within the Company
Manufacturing team Member
Analog Devices
05.1999 - 10.1999
- Running the Diffusion Area with other MTM’s on a 5-cycle shift
- Doing day-to-day Machine calibrations and shift checks
- Mostly running Furnaces and Wet-benches following OCAPS and Procedures
- Recording all trace data on (Promise) tracking and Tractability system
Production Operator / Trainer
Guidant Corporation
11.1998 - 04.1999
- Four-month training session in the United States at their headquarters in Minneapolis
- The running of laser Scribe Machines and Electronic Assembly of Pacemakers
- Running the line with a team of ten others
- Partly responsible for the setup of ESD system for the line
Mechanical Sustaining
Dell Computers
11.1997 - 11.1998
- The running of MRB for the entire floor and signing out all Non-Conforming material
- The over seeing of all material transport and handing in all area's
- Interacting with Buyers and Product Engineers on floor inquiries
- Part of External Audit team
- Interacting with in-house Engineering and External Supplier Engineers
Education
Diploma In Leadership Management -
ILM Level 6
Mechanical Engineering - undefined
National Certificate RTC Silgo
Leaving Cert - undefined
St.Ailbes College
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Team leadership
Operations management
Performance monitoring
Process improvement
Certification
Fundamentals of Team Management – Knowledge Train
Timeline
Head of Customer Engagement and Innovation
Tierney’s
10.2023 - Current
Senior Business Account Manager
Tierney’s
06.2021 - 09.2023
Service Delivery Manager
PAQIT Solutions
10.2019 - 05.2021
Service Manager
Tierney’s
05.2006 - 09.2019
Field Service Engineer
Tierney’s
03.2004 - 05.2006
HP Field Service Engineer
Shallure Computers
11.2000 - 02.2004
Supplier Quality Technician
Dell Computers
11.1999 - 10.2000
Manufacturing team Member
Analog Devices
05.1999 - 10.1999
Production Operator / Trainer
Guidant Corporation
11.1998 - 04.1999
Mechanical Sustaining
Dell Computers
11.1997 - 11.1998
Mechanical Engineering - undefined
National Certificate RTC Silgo
Leaving Cert - undefined
St.Ailbes College
Diploma In Leadership Management -
ILM Level 6
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