Arise pride ourselves on having a credible and experienced team of staff who can competently manage a range of front and back office activities, and are capable of supporting sometimes broad and often complex client activities. In Customer Support, our team members are trained to be capable of interpreting the client’s offering, and providing information to customers in a support role.
- demonstrate the capability to manage change and deliver performance improvements while maintaining a high standard of customer satisfaction
- communicate in a manner that is clear and accurate
- have a thorough understanding of the often sensitive nature of the work they do
- have the experience to uphold client reputations by ensuring that every interaction with customers is a positive experience from the outset
Joe has 20 years wide ranging experience working for Arise leading a team that design award winning solutions for our clients. Joe’s responsibility is to ensure that all activities engaged in/on behalf of clients are properly rooted in a commercial agreement while also providing a suitable degree of flexibility to ensure the ongoing relationship flourishes..
Joe originally qualified in Electronic Engineering and more recently acquired a post grad award in International Selling sponsored by Enterprise Ireland.
Joe is an industry expert and is an active founding member, chairman and director of an industry body cluster of indigenous Business Process Outsourcers supported by Enterprise Ireland (Crios Group), while also being a member of the Contact Centre Management Association (CCMA ) Board and acts as a Chair of Judges across a number of categories within a Customer Experience awards organisation.
Operations DirectorGer has considerable experience in developing client solutions having worked with Arise over 15 years. In this time Ger has designed and managed the setup of outsource projects in Arise for companies such as Samsung, Dell, Swann Security, Vodafone & Commission for Energy Regulation (CER). Some of these projects have been relatively large employing double and triple digit numbers of employees.
Ger has responsibility for client’s project governance ensuring that all the elements for a successful transition are in place and that they performing to standard. Ger has a Masters Degree in Quality and Change Management and a FETAC Level 9 award in Strategic Contact Centre Management.
Financial ControllerSiobhan has been working for Arise for more than 15 years and is a valuable member of the team. She has been our Finance Manager since 2006 and plays a crucial role in the success of the company. Siobhan maintains all our accounting processes, budgets, reconciliations and audits. She ensures our compliance of both accounting and statutory requirements and maintains our process and system enhancements.
Siobhan has a Diploma in Business Studies and trained in accounting with ACCA qualifications in accounting and Employment Law.
Human ResourcesSiobhan is a key member of the team bringing considerable experience managing recruitment and agent welfare in the Arise operation. Arise places a big emphasis on recruiting individuals who are the right fit for the business and have developed a process of interview and assessment which has proven to be very successful. Arise has an employee welfare program designed to minimise welfare problems but also to identify any issues at the earliest opportunity and manage them to conclusion in a fair and timely fashion.
Siobhan ensures that Arise comply with its legal obligations relating to employment protection and working conditions relating to the provision of services. She also ensures Arise satisfy all legal requirements related to employment, remuneration, taxes, immigration and work permits for all personnel recruited for outsource operations.
nrik is an Operations Manager with 6 years experience in people management and three years in outsource partner management. He has extensive knowledge in successfully managing people both locally and remotely across a global services organisation. A proven track-record of delivering value through innovation in a high performance diverse support environment with key focus on customer experience. With a strong technical background, Henrik has extensive experience in successfully implementing and scaling support teams alongside managing projects cross functionally.
Henrik is responsible for the planning and execution of operational goals with specific focus on residential customers across multiple lines of business. Henrik works closely with the wider Arise support teams ensuring every aspect of operational delivery requirements are planned for and met as required by the client.
Operations ManagerDavid Spencer is Operations Manager in Arise. David worked as Senior Customer Service Programme Manager for EA Games and a Senior Manager and Billings Programme Manager for BioWare before joining Arise. David leads the Enterprise Support and Second Level Technical Support teams. He implements any direct operations aspects of project plans for clients in his areas of responsibility, including validating resource requirements, process and tool design, organisational structure and role allocation.
David manages the day to day relationship with clients and acts as a single point of contact for issues relating to Enterprise customer segments and non-standard technical queries. He also supports the recruitment process and transition of existing staff to new roles and skillsets.
Marian is passionate about continuous improvement and innovation ensuring that the organisation and all those working within it are set up for success in Quality. Her role has a broad scope of responsibility across the whole organisation.
Marian works collaboratively with clients, prospective clients and internal customers to gather feedback, identify requirements, execute effective, measurable and verifiable quality processes that meet business needs. She maintains and continually improves the Quality system to ensure overall compliance with internal & external standards, ensuring Arise’s process improvement and operational excellence is core to all initiatives/projects.
Marian comes with years experience in Quality Management and in previous roles had responsibility for multiple ISO standards, and client specific standards and audits. She is a qualified internal auditor with years experience in people management.
Business ManagerDeirdre is our Business Manager at Arise, with 15 years Operations and Quality experience in the Financial Services Industry. Deirdre joined Arise as the Quality Manager in a maternity cover role, and has now become the company’s Business Manager.
Deirdre has extensive experience in people management, customer service, change management and project management. She has completed QFA exams, is a certified ISO 9001 Internal Auditor and is a qualified Lean Six Sigma Greenbelt. Deirdre has a track record in improving agent performance and has developed strong working relationships with our clients. She collaborates well with her peers and has supported the Quality team with ISO standards and audits.
Deirdre has project-led numerous Employee Engagement initiatives in her previous role as well as in her current role at Arise. Deirdre’s can-do attitude and natural ability to bring employees on the journey makes her an excellent ambassador for change.
Customer Insights & WFM
Mike has a wealth of experienced gained over the last 4 years working on data production and analysis. Previous experience included failure analysis and process engineering as a Failure Analysis engineer Mike leads a team responsible for WFM (Workforce Management), data analysis, insights and reporting in Arise and ensures that all reports are well defined, accurate and produced on time. He also ensures that the time allocated to activities meets the requirements of the work to be done.
Mike’s team has significant interest in making any failure demand events visible so they can be investigated and counter measures can be defined. Mike’s team have a broad brief to analyse data to identify and notify opportunities for improvement wherever they can be found.