Del Harris

Teaching conversational English to Primary school students from class 5 to Class 9.

Lead a department of 10 team managers and approximately 140 representatives, supporting U.S.-based customers across Internet, TV, and landline services.
• Ranked 2nd among 13 European Area Managers within 6 months of appointment
• Implemented “Coach the Coach” model to enhance leadership and drive team KPIs
• Collaborated with HR, WFM, and Staffing to align scheduling, incentives, and resources
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Led a department of 10 team managers and approximately 140 representatives supporting U.S. customers across Internet, TV, and landline services. Ranked 2nd among 13 European Area Managers within 6 months and implemented a 'Coach the Coach' model to enhance leadership and drive team KPIs.

Managed a frontline support team of up to 16 representatives handling U.S. customer queries.
• Achieved “Team of the Month” multiple times; recognized for consistent KPI results
• Drove service improvements and won Global Idea of the Month (Aug 2019)
• Delivered 1:1 coaching, team huddles, and skill development programs
• Member of the Fun Committee and WFE Ambassador Team, enhancing staff morale

Duties as below:
• • Ensuring management flow.
• Assuming Site Director role when necessary.
• Driving Google Strategy for European markets.
• Resolving employee issues alongside HR dept.
• Targets allocation for commissions and incentives.
• Ensuring Sales Managers meet their quotas in coaching, PIPs and PDPs for their teams.
• Financial forecasting
• Creating Quarterly Business Reviews
• Wor

Have successfully helped launch 3 campaigns with Google (all 3 over-achieving targets).
• Leading a multinational team on 3 new campaigns for Google, involving the following countries: Uk, Spain, France, Netherlands, Italy, Czech Republic & Germany, hitting increased quarterly targets constantly.
• Liaising with Client
• Recruitment of new sales teams
• Training new sales agents on process and pr

I managed a team for Nissan Nordic customer services, covering 7 countries.
● Liaising with Client’s Head Office in Finland (Nissan)
● Managing 16 agents in teams from UK, Finland, Sweden, Norway, Denmark, Latvia, Lithuania & Estonia
● Ensuring Team is kept up to date with new procedures.
● Ensuring all KPIs are met
● Creating reports using Microsoft Office, Avaya CMS and Siebel
● Coaching and tra

Worked as Lead Agent at Nordics.

Feb ’08 – June ‘08

Teletech., Duncairn grds, Belfast.


Team supervisor

Oct ’99 – Aug ’01, Sept ’04 – Dec ‘04
Auvituote Oy, Stoppeite
Lahti, Finland
;Youth worker

Sept ’97 – Sept ‘99