Siobhan Meehan
Limerick City,Ireland
Summary
A results-oriented professional with expertise in customer relationship management and building, decision-making capacity, and efficient communication. Demonstrates strong organisational acumen and a deadline-driven approach, ensuring successful product launches and quality assurance. Skilled in employee management, training and development, Excel proficiency, data protection, strategic thinking, process improvement, and quality assurance. Committed to continuous improvement and achieving strategic goals.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Project Implementation Manager
CTSI Logistics
Limerick City, Ireland
2024.06 - 2025.07
- Defined project scopes and tasks with clear milestones to prevent overlaps and delays.
- Developed and maintained detailed schedules and trackers, providing weekly updates to stakeholders.
- Hosted structured project calls with customers and internal teams, managing risks proactively.
- Managed implementation projects from scope through completion, monitoring and mitigating delays.
- Coordinated with stakeholders for understanding and addressing their requirements during the system roll-out process.
- Built strong rapport with vendors and stakeholders, maintaining favourable partnerships to drive project scope.
- Assigned tasks to teams while ensuring delivery met quality standards.
- Conducted user acceptance testing, end-to-end testing, and deployed TMS solutions.
- Conducted regular progress reviews, ensured adherence to quality standards and timelines.
- Delivered training sessions for customers, partners, and internal employees.
- Oversaw handover to Account Management Services, managing the Hypercare phase effectively.
- Led cross-functional teams to drive success in project deliverables.
Team Manager / Senior Manager / Project Lead
Wayfair
Remote, Ireland
2018.09 - 2023.03
- Launched a Virtual Contact Centre blueprint for UK operations, scaling workforce to 240 FTE.
- Supported EU team expansion from 200 to over 2,000 agents across four countries.
- Partnered with HR, IT, Training, Quality, and Recruitment to ensure operational excellence.
- Championed Lean methodology to foster a culture of continuous improvement.
- Implemented training and mentoring sessions to enhance team efficiency.
- Converted senior management directives into actionable policies for front-line staff.
- Managed teams of 20–38 FTE, utilising data-led coaching to drive performance.
- Collaborated with customer service teams to address feedback and improve service delivery.
Outsource Performance Manager
Virgin Media
Limerick, Ireland/Philippines/UK
2017.03 - 2018.09
- Managed vendor operations for Inbound, Outbound, and Retention.
- Identified process improvements and delivered training/coaching.
- Developed KPIs to guide team towards business goals.
- Performed root cause analysis to identify key issues and proactively address concerns.
- Ensured alignment between individual targets and corporate strategy through effective goal setting measures.
Assistant Operations Manager
eir/HCL
Dublin
2015.10 - 2017.02
- Managed 226 agents, 14 Team Leads, and 11 Mentors.
- Drove performance improvements through coaching and adherence monitoring.
- Delivered KPIs for NPS, service delivery, and sales through service.
Operational Lead – Complaints & Call Quality
eir/HCL
Dublin, Ireland
2014.02 - 2015.10
- Improved complaint management from worst to best in ComReg rankings.
- Standardized quality across multiple teams and channels.
- Represented company in court proceedings, avoiding penalties.
- Collaborated with quality assurance department for addressing customer-related complaints effectively.
- Liaised with other departments to resolve complex complaints, enhancing interdepartmental communication.
- Formulated response letters to customers' complaints, maintaining a positive brand image even in challenging situations.
- Held regular training sessions for staff members on effective communication techniques, raising overall team competence level.
Education
Six Sigma (Green Belt) - Process improvement
Learning People
Dublin, Leinster 2025.07 -
Project Management Professional PMP -
Learning People
Dublin, Leinster 2022.05 - Current
QQI Level 6 Certificate - Project Management (Distinction)
DCI Learning
Dublin, LeinsterCambridge TEFL - TEFL
Cambridge.com
2015.10 - 2016.02
Certificate Management - Staff Administration
GMIT
Galway, County Galway 2013.09 - 2014.12
Certificate - HR Management
GMIT
Galway, County Galway 2012.09 - 2013.05
Diploma - Management & Business (as part of a B Comm)
NUIG
Galway, County Galway 2009.09 - 2011.05
Skills
- Customer relationship management
- Customer relationship building
- Decision making capacity
- Results-Oriented mindset
- Efficient communication
- Organisational acumen
- Deadline driven approach
- Product launch expertise
- Employee management
- Training and Development
- Excel proficiency
- Data protection
- Strategic thinking
- Process Improvement
- Quality Assurance
Certification
- LinkedIn Learning, 2023, Ongoing
- Agile Foundations
- CUX: Journey Mapping
- CUX: Service Blueprinting
- Prioritising Effectively as a Leader
- Critical Thinking for Better Judgement and Decision-making
- Leading Productive Meetings
- Strategic Thinking
- Mental Health First Aider
- First Aider
Custom
Sgt, Reserve Defence Forces, 03/01/96, 06/30/16
Timeline
Six Sigma (Green Belt) - Process improvement
Learning People
2025.07 -
Project Implementation Manager
CTSI Logistics
2024.06 - 2025.07
Project Management Professional PMP -
Learning People
2022.05 - Current
Team Manager / Senior Manager / Project Lead
Wayfair
2018.09 - 2023.03
Outsource Performance Manager
Virgin Media
2017.03 - 2018.09
Cambridge TEFL - TEFL
Cambridge.com
2015.10 - 2016.02
Assistant Operations Manager
eir/HCL
2015.10 - 2017.02
Operational Lead – Complaints & Call Quality
eir/HCL
2014.02 - 2015.10
Certificate Management - Staff Administration
GMIT
2013.09 - 2014.12
Certificate - HR Management
GMIT
2012.09 - 2013.05
Diploma - Management & Business (as part of a B Comm)
NUIG
2009.09 - 2011.05
QQI Level 6 Certificate - Project Management (Distinction)
DCI Learning