Emma Doyle

Led high-performing agent teams for EON Next's smart metering and billing operations. Developed KPI frameworks, quality assurance processes, and client-facing reporting tools, building all reporting infrastructure using Google Sheets and Excel.

Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines and delivering department-wide complaint training.

Led high-performing agent teams across smart metering and billing operations for EON Next. Developed KPI frameworks, quality assurance processes, and client-facing reporting tools, building all reporting infrastructure using Google Sheets and Excel.

Served as the primary client liaison, ensuring strategic alignment and championing complaint tracking innovation across departments. Led calibrations and process rollouts to drive consistency in service delivery, delivering weekly performance reviews to clients.

Acted as primary client liaison, ensuring strategic alignment with evolving operational priorities. Championed complaint tracking innovation, scaling a process across departments, leading to improved client KPIs. Delivered weekly performance reviews to clients, identifying blockers and driving resolution initiatives.

Proposed and launched a new complaints team to address unresolved backlog and enhance customer experience. Delivered tailored training to new agents and managed third-party outsourcers, quality feedback, and onboarding processes.

Proposed and launched a new complaints team to address an unresolved backlog and enhance customer experience. Delivered tailored training to new agents and managed third-party outsourcers, quality feedback, and onboarding. Led continuous improvement workshops and provided analytical complaint reporting to senior leadership.

Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines. Delivered department-wide complaint training and implemented continuous improvement routines.

Owned the complaints function for the business, including CEO/ombudsman escalations and regulatory reporting. Conducted monthly root cause analysis, advised on policy changes, and trained staff on best practices. Presented data-driven insights to C-suite stakeholders and authored OFGEM monthly/quarterly reports.

Owned the complaints function, including CEO/ombudsman escalations and regulatory reporting. Conducted monthly root cause analysis, advised on policy changes, and trained staff on best practices, presenting data-driven insights to C-suite stakeholders.

Managed complex customer service and complaint cases during off-peak hours. Appointed Complaint Champion, trained new hires, and consistently met KPI targets while assisting vulnerable customers.

Delivered customer service in a high-volume banking environment, handling disputes and complaints. Maintained KPIs and supported night shift resolution activities.

Delivered customer service in a high-volume banking environment, handling disputes and complaints. Maintained KPIs and supported night shift resolution activities.

Managed complex customer service and complaint cases across off-peak hours. Appointed Complaint Champion, trained new hires, and met KPI targets while assisting vulnerable customers.

Completed a comprehensive financial examination focused on the principles and practices of loan management. Gained in-depth knowledge of lending regulations and financial analysis.

Achieved FETAC Level 5 certification, demonstrating proficiency in information technology and essential office administration skills. Developed practical competencies relevant to modern office environments.

Successfully completed secondary education, earning the Leaving Certificate. This qualification covered a broad curriculum across various academic subjects.

Completed the junior cycle of secondary education, obtaining the Junior Certificate. This foundational qualification provided a comprehensive introduction to core academic disciplines.