Joe Reilly
Ail Operations Specialist - Team Lead @Accenture
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WORK HISTORY
Ail Operations Specialist - Team Lead @Accenture
Dublin, IE
EDUCATION
ILM
Certificare in Leadership & Management
Coláiste Dhúlaigh College of Further Education
Certificate in Crisis Management
Coláiste Dhúlaigh College of Further Education
Fetac Level 5 Applied Social Studies
SKILLS
ABOUT JOE REILLY
I am a very experienced Team Manager. My background originally is in the Customer Service & Sales area of the Telecommunications industry, having spent over 15 years there. After that, I spent two & a half years, managing a IT Service Desk in the banking sector. For the last two years I have worked as a Team Lead in Accenture, starting in Trust & Safety for a big tech client, but now working internally as part of AIL. I have managed teams of different sizes & within different organisational structures. Experienced in managing customer facing agents, back office staff, service desk agents, mentors & team leaders. Excellent track record in managing KPI’s within agreed SLA. Experienced in networking & managing client expectations in a client vendor relationship. Also experienced in hands on recruiting of new hire via conducting interviews, also interviewing for mentor & deputy Team Lead roles. Experienced in training existing staff both at agent level & deputy Team Lead level. I have worked across various secondment projects including process improvement & retention campaigns.
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