Kathy leads the management and development of Merlyn’s Customer Experience focused contact centre and is also responsible for the field service engineers programme in Merlyn. In her current role, she is focused on leading the delivery of a highly sophisticated customer experience across all channels. Prior to her position in Merlyn, Kathy gained broad experience in large companies such as Waterford Crystal, Modus Media and the Lafferty Group. Kathy has worked with Merlyn for the last 10 years. She is passionate about the link between exceptional service and how it drives both culture and the key component it makes to a company’s strategy model. She has led the team to winner of the Customer Contact centre of the Year - Small in 2016 and 2017. Her educational background is in Languages and Marketing.