Contact Centre,Customer Service/Experience
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Over 20 years’ experience in customer service leadership, transformation, driving continuous improvement and operational excellence at DHL Express
Led and motivated teams of 80+ and controlled 7-figure budgets.
Achieved industry leading performance for all contact channels e.g., 90% of calls answered in <10 secs.
Led 2-year project to develop Next Gen Global Customer Service Application
Deployed initial Voice of Customer Program at DHL, and rolled out Insanely Customer Centric Program
Onboarded Key Account customers and rolled out tailored support, retaining €60M revenue p.a.
Board Member of CCMA Ireland, 2017 – 2021. Member of CCMA Judging Panel in 2025
Uplifted DHL Express digital transactions for creation of “shipment data,” zero to 90%
IMI - BA Management
DHL Express Certified Silver Champion | Lean
