KOKevin O'Donoghue
@kevinodonoghue
Customer Excellence Manager with a focus on operational efficiency.
PolandWhat I'm looking for
I am a results-driven Customer Excellence Manager at Amazon Freight, where I have successfully pioneered a Pan-European Customer Surveying program that led to a 20% year-over-year improvement in customer satisfaction. My role involves collaborating across various teams to establish key performance indicators that enhance customer sentiment and operational efficiency.
Throughout my career, I have demonstrated a commitment to optimizing processes and driving team performance. I architected a comprehensive Case and Call Quality framework that improved quality metrics by 15% during peak periods. Additionally, I created a Shipper Performance Scorecard that fosters data-driven collaboration, significantly enhancing service efficiency for our enterprise shippers.
With a strong background in workforce planning and labor modeling, I have managed diverse teams across multiple regions, implementing strategic initiatives that resulted in substantial productivity gains. My dedication to talent development has led to a remarkable 66% of annual promotions within my team, showcasing my ability to nurture and grow talent within the organization.
Experience
Work history, roles, and key accomplishments
Customer Excellence Manager
Amazon Freight
Jun 2023 - Present (2 years 1 month)
Pioneered Pan-European Customer Surveying program across CST, FTL & LTL divisions, resulting in 20% YoY CSAT improvement. Established 5 core customer sentiment KPIs through cross-functional collaboration with Sales, Operations, and Marketing teams.
Support & Operations Manager
Amazon Freight
Jan 2023 - Present (2 years 6 months)
Architected and deployed comprehensive Case and Call Quality framework for Operations team through global benchmarking. Drove 15% quality improvement during Q4 peak period.
Operations and Support Lead
Amazon Freight
Feb 2022 - Present (3 years 5 months)
Conceptualized and scaled Peer Recognition program from local team initiative to Amazon Freight-wide implementation within 9 months, driving employee engagement and cross-functional collaboration. Designed comprehensive Non-Productive Time (NPT) tracking framework across AFOPS operations, enabling data-driven productivity improvements and resource optimization.
Operations Process Lead
Amazon UK Services
Jul 2021 - Present (4 years)
Led interim management of Virtual Poland disruptions team during launch and critical Q4 2021 peak season, driving 13% improvement in Management Satisfaction scores. Authored comprehensive Standard Operating Procedures for German market Pallet Exchange Program, facilitating successful collaboration between DPL and internal stakeholders.
Shipper Support Specialist
Amazon Freight
Feb 2021 - Present (4 years 5 months)
Led end-to-end development and implementation of Vendor Chargebacks appeal process, delivering £1M+ potential cost savings for Amazon Freight within first year of operation. Designed and implemented comprehensive Standard Operating Procedures (SOPs) and process maps, transitioning project from concept to BAU within 6-month timeline.
Corporate Services Officer
Consumer Protection Commission
Nov 2019 - Present (5 years 8 months)
Led comprehensive work-from-home wellness initiative during lockdown, including ergonomics workshops and equipment assessment program, ensuring compliance and employee wellbeing across organization. Collaborated on development of COVID-19 Response Plan for office reopening, aligning with government regulations and ensuring safe workplace transition.
Customer Contact Manager
Irish Water
Dec 2016 - Present (8 years 7 months)
Achieved 96% complaint resolution rate within regulatory 30-day SLA, leading transformation of complaints management across all customer contact channels. Delivered 94% reduction in SLA breaches within 6 months through implementation of enhanced monitoring and resolution processes.
Channel Management Officer
Irish Water
Jan 2015 - Present (10 years 6 months)
Spearheaded customer experience transformation initiatives delivering significant improvements across key metrics within 6 months: 14-point increase in Net Promoter Score (NPS), 34% improvement in Customer Satisfaction (CSAT), 19% growth in Customer Effort Score (CES), and 11% reduction in overall negative customer feedback. Revolutionized contact logging accuracy through process optimization: Met
Customer Contact Officer
Irish Water
Oct 2014 - Present (10 years 9 months)
Quality auditing customer contact interactions, with call center partners. This role focused on ensuring high standards of service and adherence to guidelines.
Graduate Program
Gas Networks Ireland
Sep 2012 - Present (12 years 10 months)
Completed a 2-year paid internship, gaining experience in Customer Service, Corporate Communications, and Facilities Management. This provided a broad understanding of business operations.
Education
Degrees, certifications, and relevant coursework
N(National College of Ireland (NCI)
BA in Business Management, Business Management
Completed a Bachelor of Arts in Business Management. This program provided a strong foundation in business principles and management practices.
D(Dublin City University (DCU)
Graduate Certificate, Digital Marketing
Obtained a Graduate Certificate in Digital Marketing. This program focused on advanced digital marketing strategies and tools.
Tech stack
Software and tools used professionally
Availability
Location
PolandAuthorized to work in
Job categories
Interested in hiring Kevin?
You can contact Kevin and 90k+ other talented remote workers on Himalayas.
Message KevinFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
