Our Team

 

Our Team

Arise pride themselves 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.

Our staff:

  • 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 Cahalane

Joe Cahalane

Managing Director

Joe has wide ranging experience in designing complex commercial solutions with over 15 years working for Arise and is responsible for all commercial business. Joe’s responsibility is to ensure that all activities engaged in/on behalf of clients are properly rooted in a commercial agreement which also provides for a suitable degree of flexibility to allow the ongoing relationship to flourish.

Joe originally qualified in Electronic Engineering and more recently acquired FETAC Level 9 award in International Selling sponsored by Enterprise Ireland. Joe is an industry expert and is an active founding member, chairman and director of a new formed industry body cluster of indigenous Business Process Outsourcers supported by Enterprise Ireland (Crios Group).

Ger Burke

Ger Burke

Operations Director

Ger 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.

 

Siobhan Flanagan

Siobhan Flanagan

Financial Controller

Siobhan 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.

 

Siobhan Meehan

Siobhan Meehan

Human Resources

Siobhan 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.

 

 

Henrik Jensen

Henrik Jensen

Operations Manager

Henrik 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. Henrik has 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. Resource and workforce management being key to success, 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.

 

 

David Spencer

David Spencer

Operations Manager

David 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 Hartnett

Marian Hartnett

Quality Manager

Marian is our Quality Manager. 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 our clients, prospective clients and internal customers to gather feedback, identify requirements and execute effective quality processes that meet business needs and are measurable and verifiable. She maintains and continually improves the Quality system to ensure overall compliance with internal and external standards, ensuring that the Arise process improvement and operational excellence is core to all initiatives and projects.

Marian comes with years experience in Quality Management and in previous roles had responsibility for multiple ISO standards as well as client specific standards and audits. She is a qualified internal auditor with years experience in people management.

Sinead Wall

Sinead Wall

Learning & Development Manager

Sinead is on the initial discovery team for any new client and oversees the documentation of all processes, development and implementation of detailed quality and training plan for all operations. She is also responsible for the development of performance quality standards, the calibration of quality standards with client expectations and the administration and Multichannel quality evaluation setup.

Sinead collates the training material across the different processes in the support centre, overseeing the delivering of training to agents and acting as training liaison with clients to ensure accuracy of training documentation. She develops a continuous learning aspect to training delivery so each training experience is assessed and the feedback is used to improve the next delivery of that same training. With a 3rd level qualification and a successful track record in a Quality and Training role with an international outsourcer, Sinead also held quality roles in other industries. She is resilient and works well with others to deliver key results and business goals while promoting a culture of continuous improvement.

Michael Lynch

Michael Lynch

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.

 

 

Deirdre Kerin

Deirdre Kerin

Business Manager

Deirdre 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.

Tracking and Analysis

Arise, through its proprietary tool Trax supplement the CRM to provide clients  with in-depth analysis of all queries logged by type, most frequent, level of impact etc.  All team members remain alert through continuous tracking and analysis of consumer queries to identify trends and provide actionable data that will make a real impact for the client and customer. As an organisation we are always busy and it is important that we are always working together on the right things with our clients.

Product Knowledge

In addition to Consumer Helpdesk Agents, the Arise Team have many Product specialists on the team who are trained in our client’s suite of products ensuring these products are supported within the team through induction training. Arise provides a full time quality & training staff member dedicated to each client’s team with responsibility for all future training and coaching, quality assessment and ensuring that a comprehensive knowledge management base is maintained current and accurate to support the team.
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Agent Knowledge

A key aspect of the support provided by Arise agents on our consumer helplinea is their ability to apply the relevant legislation to the specific issue raised by the consumer such that they can clearly advise the consumer on their rights and remedies when something goes wrong. While extensive training is provided to our team, Arise believes that recruiting agents staff with a background in law and finance is often essential to the success and stability of consumer facing team members.

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