Board

Helena Cooney - Chairperson

Helena joined FBD Insurance as Head of Operations and Sales in 2006. Initially responsible for the successful set up and implementation of the company’s Support Centre she is now responsible for Sales, Retention and Customer Service delivery to FBD’s phone channel and also for the provision of telephony sales and service support to the FBD retail network and web channel.  Prior to joining FBD Helena spent 18 years working in the Life, Pensions and Investment industry and has held senior management roles in the delivery of technical sales support to the bancassurance subsidiary within AIB and also in the delivery of  Strategic Project  and Change Management initiatives.

Helena is a QFA (FLIA) from UCD Institute of Bankers in Ireland, holds a Graduate Diploma in Strategy and Management from University Limerick as well as a Diploma in Financial Management and Control. 

Colin Bauer – Board Member

Colin is the Head of Customer Experience for DHL Express Ireland. He currently leads the management and implementation of the Customer Experience strategy for

DHL Express Ireland. This involves ensuring consistency in delivering great service quality and outstanding customer service on every contact, across all customer touch points.

Prior to his current role he has managed the Customer Technology function for DHL Express and held the role of Head of Customer Service. Colin holds a BA Management from Irish Management Institute.

In 2012 the team of DHL Express was recognised by winning Best Customer Service Delivery at the 2012 Irish Contact Centre & Shared Services Awards hosted by the CCMA.

Paul McSherry - Board Member

With many years of experience as a senior communications professional for the customer service industry, Paul brings his knowledge to the fore in his role as Blizzard Entertainment’s Communications Manager in Ireland. As one of the world’s leading computer game companies, Blizzard prides itself on the quality of the games they produce - such as World of Warcraft, Overwatch and Hearthstone - and the excellent customer service that supports these games.

In fact, Blizzard is legendary in gaming communities for its epic customer support – something of which the Cork support centre of nearly 500 people is very proud of, and something Paul works with the global CS leadership team to improve daily.

Paul is particularly interested in the areas of organizational engagement and effectiveness, and the role that social media can play to properly enhance them.

Prior to Blizzard, Paul worked in the Irish banking industry, specialising in customer service communications, before working as a Journalist for Irish national newspapers. He broadened his experience while working for BT, BAA and RBS in the UK, before returning to Blizzard in Cork.

Kathy O’Mahony – Board Member

After a nursing career in Boston, Kathy joined AIB 17 years ago. Progressing from an Advisor to Manager within Direct Service (Phone Banking, Card Services, Service Quality) she also participated on many Bank wide projects, including Visa Debit and Centralisation of Telephony from the branch network to the Contact Centre.

3 years ago, Kathy moved into her current role as Personal Market Manager within Direct Banking . She has played a key role in how Direct Sales has transformed and evolved into a cutting edge, digital and customer first channel, leading staff across 4 Brands. Having previous experience in a variety of roles across Direct has enabled Kathy to create a vibrant and progressive culture which promotes having the right people in the right roles doing the right things.

Kathy holds a BSc Degree from Salve Regina University, Rhode Island and retains a QFA (LIB) from UCD Institute of Bankers.

Seamus Osborne - Board Member

Seamus has worked in the Contact Centre industry for more than 15 years. He joined VHI Healthcare in January 1999 and has worked in a number of roles within the contact centre as Advisor, Team Leader, Operations Leader and Training/Development coordinator.

Seamus’s current role as Contact Centre Manager for customer service and individual business involves delivering on key performance indicators to ensure best in class customer experience standards to a membership in excess of 1.1 million members. An acknowledgment of the focus on service and the customer by Seamus and his team was the achievement of VHI Healthcare winning  the ‘Best Customer Service Delivery’ award at the 2009 CCMA Awards.

Seamus’s third level educational background is in the area of Human Resource Strategies from the Dublin City University. Seamus also holds a Bachelor of Business Studies Marketing Degree from the Institute of Technology Carlow. Seamus is also a member of CIPD, IITD and is Dip PMI APA (Personal General Insurance).

Derek Stalley - Board Member

Derek Stalley, a Glasgow native, began his contact centre career over 22 years ago. Starting out as a Customer Advisor in 1993 Derek progressed his way through the contact centre. Throughout those years he spent his time in Customer Operations in Service, Sales and Retention giving him an extensive understanding of all aspects of operations.

Derek joined Sky Ireland in 2012 as they opened the doors of their Burlington Plaza offices. Now with a team of 850 people, as Operations Director, Derek is responsible for the Sky Ireland contact centre, retail outlets and oversees the service provided by our field based engineers.
 

Derek Temple - Board Member - Head of Finance

Derek Temple (Director, EMEA Enterprise Support Services) leads the management and future proofing of Dell’s highly complex, technology focused, Customer Experience Support Centre’s.


In his current role, Derek is focused on leading the delivery of a world class multilingual 24x7 enterprise solutions support and consultancy to Dell EMEA customers, who operate in highly complex internal enterprise infrastructures.  Prior to his position in Dell, he gained broad experience in large international companies in a number of different technical roles. He has been working for Dell Ireland for the past 15years.


At Dell, Derek has been instrumental in developing capabilities and skills to deliver exceptional customer experience.   He is a previous CCMA ‘Contact Centre Manager Of The Year’ award winner in 2011 and Dell’s Enterprise Expert Centre based in Cherrywood was CCMA ‘ Contact Centre Of The Year’ in 2012


Derek’s educational background is in Computer Science and also holds a post graduate in management from the University of Limerick

Margaret Ward - Vice Chairperson

Margaret joined PayPal’s Operational Excellence Global Team in July 2010 with overall responsibility for Global Strategic Programmes and Projects, spanning EMEA, APAC and North America. The suite of programmes covered Global Operation’s Voice of the Customer Programme, key initiatives related to next generation mobile and off-line platforms in addition to process and continued improvements projects to drive efficiencies and deliver higher levels of customer excellence. In May 2012, Margaret transferred to front line operations, as Director for EMEA’s Customer Service function. The function supports 37 countries through 13 languages with 3 in-house sites located in Dublin, Dundalk and Berlin and further supported by a number of partner providers through Europe. 

Prior to PayPal, Margaret worked with Deloitte & Touche Consulting in Dublin where her key focus and experience centered on Programme Management, Change Management. Organisation Re-design, Process Improvement and Procurement.

Margaret holds a BComm (Management) and a Masters in Marketing both from UCD.

Dorothy O'Byrne - Managing Director

Dorothy has over 12 years experience within the Irish and UK contact centre industry. Prior to setting up her own business, Dorothy worked with a number of leading outsourced contact centre providers within Ireland. She spent over 8 years as Vice President of Sales and Marketing with the ICT Group, a leading global business process service provider.

She was previously a board member of the Irish Direct Marketing Association and founder of the Young Direct Marketing Association. Dorothy holds a Masters in Strategic International Marketing from Dublin City University.