Mark Doogan

Berufserfahrung von Mark Doogan

• Bis heute 12 Jahre und 5 Monate, seit Feb. 2012

  Inside Sales Manager

  Richard Burbidge Ltd

• 1 Jahr, Jan. 2011 - Dez. 2011

  Senior Project Manager

  Bank of America

  This opportunity gave me the ability to work in a project environment, fulfilling projects to change department functions including listening system upgrades, beneficiary system upgrades in Vendor and the upgrading of all wording for outgoing correspondance for UK and Ireland contact centres. In addition to these task I have been involved with audit and compliance issues, completing FMEA and risk assessments on various bank wide processes as well as a technical upgrade for Oracle systems.

• 1 Jahr und 7 Monate, Juli 2009 - Jan. 2011

  Customer Retention Unit Manager

  Bank of America

  Responsible for the Customer Retention department, looking after the department’s SLA and KPI's metrics and the performance of the 5 retention team managers (89 FTE at is mximum). This also included the Customer Fulfilment Team functionality (an Outbound Telemarketing Team), a Customer Service trial team and the Best Customer Unit (Inbound call centre looking after most profitable customers).

• 2 Jahre, Aug. 2007 - Juli 2009

  Best Customer Unit Manager

  Bank of America

  Inbound call centre manager responsible for the servicing of Bank of Americas top 5% most profitable customer base. Call centre set up to showcase new levels of customer service experience by driving Loyalty through customer service strategies, products and initiatives. Responsibilites include product development, incentive and performance management, develop and coach assocaites and test new products / initiatives to enhance customer relationships with the core product.

• 1 Jahr und 7 Monate, Feb. 2006 - Aug. 2007

  Customer Retention Section Manager

  Bank of America

  Managing people and performance, requiring strong time management, organisational and communication skills. this role required me to be adaptable and confident in developing people whilst surpassing sales and cash targets set by the business. I had to be innovative when it came to motivating my team and approachable to associates and senior leaders.

• 1 Jahr und 11 Monate, Apr. 2004 - Feb. 2006

  Customer Fulfillment and Misapplied Balance Transfer Manager

  Bank of America

  Supporting the business through managing 2 team functionalities – firstly to monitor and fulfill all internet and application Balance Transfer requests made as well as managing a research team who researched and collected miss directed balance transfers within a 180 day charge off period.