Board

Derek Temple - Chairperson

Derek Temple (Director, Dell EMC Customer Support Services) leads the management and future proofing of Dell EMC’s highly complex, technology focused, Customer Experience Support Centre’s.  In his current role, Derek is focused on leading the delivery of world class multilingual enterprise solutions support and consultancy to Dell EMC EMEA customers, who operate in highly complex enterprise infrastructures.  Prior to his position in Dell, he gained broad experience in large international companies in a number of different management and technical roles. He has been working for Dell EMC Ireland for the past 20years.  

At Dell EMC, 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 EMC Enterprise Expert Centre based in Cherrywood was CCMA Winner ‘ Large Contact Centre Of The Year’ in 2015 & 2017.  Derek’s educational background is in Computer Science and Management.

Derek Stalley - Vice Chairperson

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.
 

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.

Joe Cahalane - Board Member

Joe is Managing Director of Arise, one of Ireland’s leading business process outsourcing companies.   With 2 sites in Limerick, Arise provides technical support, customer care and back office / business process outsourcing. Arise has grown exponentially to 230 agents and continues to grow. Winner of the Irish Customer Contact & Shared Services Awards - Outsource Partnership of the Year 2017, and Switcher.ie category Best Technical Support 2018 for the 3rd year running on behalf of a client Arise is at the core of improving NPS and customer satisfaction metrics for customers to bring about results that are well ahead of industry benchmarks.

Joe has spent 15 years in Arise developing sustainable, smart, lean and flexible solutions for customers, leveraging data insights in a digital world to drive improvement through innovation.

Joe is qualified in Electronic Engineering and completed a post grad in International Selling. Joe is an industry expert and is an active founding member, and chairperson of a newly formed industry body formed by a cluster of indigenous Business Process Outsourcers supported by Enterprise Ireland (Crios Group).

Helena Cooney - Board Member

Helena joined FBD Insurance as Head of Operations and Sales in 2006 to set up the company’s Customer Support Centre and related functions and manage its telephony and web channels to deliver Sales, Retention and Service revenue for the FBD retail network and direct consumer channel.  Prior to joining FBD Helena spent 18 years working in the Life, Pensions and Investment industry and at a senior manager level was responsible for the delivery of technical sales support to AIB’s bancassurance subsidiary and management of Strategic Project and Change initiatives.

In 2017 Helena joined Eleven (Gema Consulting) as Director of People, a specialist Consultant and Solutions company who help Contact Centre and Shared Services organisations develop and optimise their operational capability and deliver a high quality Customer Experience.

Helena’s educational background is from the UCD Institute of Bankers in Ireland.  She holds a Graduate Diploma in Strategy and Management from University Limerick as well as a Diploma in Financial Management and Control.  She also holds a level 9 special purpose award in Strategic Contact Centre Management from Dublin Business School.

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).

Margaret Ward - Board Member

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 initiatives 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 supported 13 languages with 3 in-house sites located in Dublin, Dundalk and Berlin and further supported by a number of outsourcing partners across Europe. During that period Margaret led a team that delivered notable improvements in NPS, AHT and Teammate engagement. In July 2015, Margaret was asked to take on a new challenge to establish a new EMEA Workforce Management (WFM) Team as well as taking responsibility for the team that was already in place in APAC. Two years on, Margaret was transitioned into the role of Global Leader for WFM for our Global Customer Services Group, inclusive of hire planning and budgeting, Scheduling, Real Time Management and overall management of Outsource  Hire Planning and Invoicing.

Prior to PayPal, Margaret worked with Deloitte 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 20 years experience within the Irish and UK customer service and contact centre industry. Dorothy initially worked with Telecom Eireann (now eir) for 8 years in a number of corporate affairs and marketing roles, finally as Head of the Telemarketing Services Unit. 

She spent over 8 years as Vice President of Sales and Marketing with the ICT Group, a leading global business process service provider. She also worked as Director of Sales with Conduit an Irish based BPO provider.

Dorothy then set up her own consulting business working with clients including Bord Gais, Capita and Sage. 

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.