Kieran McCarthy

Background

About Kieran McCarthy

Having spent 15 years as a lawyer, I jumped ship back in 2010 and joined a small, local Business Process Outsourcer which had just been awarded its first technical support contract with a global brand. Back then there were only 12 of us, but within 3 months we had grown to 50. Fast forward 5 years later, and that number had exploded to spread across 3 continents. Being a small part of that incredible journey demonstrated for me, the power of providing world class technical and customer support, one contact at a time. Every one of those roles was built on individual customers receiving amazing experiences and world class assistance. And it was through this insight that I finally discovered my true vocation - Customer Experience. I went back to College to learn more about the different improvement methodologies (I completed a Diploma in Quality Management and obtained my Lean Six Sigma Green Belt), networking (I am a member of the NSAI's ISO 9001 Standard Committee) and real life experience (examples below). What has since become a passion has enabled me to collaborate with some amazing people, achieving real and lasting improvements in Customer Support delivery- In Bucharest, Romania I helped establish a new Operation of 250+ frontline staff which became #1 productivity performer within the network in it's first 6 months - I remotely supported the Team leading a 450 headcount Operation in Manila, Philippines to improving their biggest client's NPS score from 42 to 56 within 4 months - In Dublin, working closely with Senior Operations, we moved the CSAT score by 27% leading to increased headcount - In Guatemala, I collaborated with the Country Director and Senior Operations Managers to help reduce their Bottom 2 Boxes (Negative Customer Surveys) metric by 22% resulting in significant savings of over in performance penalties - In El Salvador I remotely supported the Team providing Customer Service to a global financial client identifying process improvements reducing their Average Call Handling Times without impacting their Customer Experience scores - In Cork, I project managed the establishment of a new support centre, helped on-board 250 new hires and was Senior Operations Manager until the site was fully enabled If you have a passion for improving customers' experiences or just want to chat about how one would go about remotely influencing Customer Support Operations, feel free to drop me a line.