CCMA - Team Leader Masterclass
Venue: 8.30 a.m. - 11.00 a.m. IDA Ireland Corporate Office, Three Park Place, Hatch Street Upper, Dublin 2, D02 FX65.
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We are delighted that our first in-person event in two years will be an opportunity for members to network and meet with senior industry executives. Our Team Leader Masterclass is for all current and aspiring Team Leaders to meet and hear from previous winners of our Manager of the Year award and senior industry executives who will share insights on their careers to date, offer advice on how to excel in team management and how to progress your career within the CX industry in Ireland.
Our panel will include:
- Alison Creed, The Coaching Creed
- Jorge Hoppe, Customer Operations Senior Director Squarespace
- Daniela Illuminati, Senior Director of Operations & Site Lead, TELUS International
- Ronan O'Neill, Director of Service, Three Ireland
- Ashling Williamson, Head of UK Service (Premium), eBay
- 8.30 a.m. - 9.15 a.m. - Networking & Coffee
- 9.15 a.m. - 9.25 a.m. - Welcome & Opening
- 9.25 a.m. - 10.30 a.m. - Panel Discussion
- 10.30 a.m. - 11.00 a.m. - Open Forum - Q & A Session
This event is free for all members to attend, places are limited so reserve your place now.
Many thanks to IDA Ireland for hosting this event for CCMA members.
Topics for Discussion
Over the last 6 months we have run a series of Team Leader Masteclasses, the challenges for Team Leaders identified by participants included:
- Team Building
- Engagement & Motivation
- Onboarding & Training of New Recruits
- Training & Coaching Existing Team
- Managing a Hybrid Team
In addition our panellists will address the following:
- Managing your Career Development
- Supporting Teams Wellbeing & Mental Health
About the Panellists
Alison Creed - Alison is an IMI trained Executive Coach & Business Consultant who has worked across Financial Services, IT, Telecommunications and Publishing sectors in Ireland and Australia. She currently works as an Associate in the IMI on their Diploma in Executive Coaching as well as private coaching, training and consulting work. She is a seasoned project manager including as a Programme Director of a multidisciplinary team that delivered world-class workplace for Macquarie Bank in Sydney (3,000 people). This was the first large scale Australian implementation of an Activity Based Working workplace – where all staff transitioned to mobile/remote working. Alison also managed several contact centres and Outsource Providers in Ireland .
Jorge Hoppe - Jorge leads Customer Support in Ireland since 2015. He is also Head of Global Social and International Support and the Dublin Site Lead. Before Squarespace, Jorge spent twelve years at Google scaling and managing operations teams in Ireland, Brazil, Argentina, France, Poland, and the United States. A Brazil native, he has 20+ years of experience in technology operations and sales, working in a number of positions in local and multinational companies. Jorge has a Bachelors in Communications in Advertising and Public Relations.
Daniela Illuminati - Daniela joined TELUS International in April 2018 as Senior Operations Manager, and shortly afterwards became Site Director for the Dublin office. In 2021 she joined the TI Ireland Senior Leadership Team and was recently promoted to Senior Director of Operations and Site Lead. She is an experienced leader with an extensive background in online operations in the tech industry, having worked for almost 10 years in Google Ireland, supporting the AdWords Sales organisation, by providing customer service, technical support as well as sales consultancy services to both SMBs and global accounts in the Google Adwords and YouTube network. She continued her career with Facebook Ireland, where she led the EMEA Intellectual Property Operations team, as well as set up and launched a new Global IP Escalations team. Daniela has a wealth of experience in operations and driving growth, spanning from CX to Content Moderation. She is extremely passionate about diversity and creating an inclusive culture and work environment and is an active member of the Connections Committee, TELUS International’s Women’s Network.
Ronan O'Neill - Ronan has been working the telecommunications service industry for over 23 years. Ronan started his career as an agent progressing to Team Leader, Manager, Head of Function and most recently Director of Service with Three. Ronan has a strong leadership background and believes that people are the key to any company’s success, having worked his way through multiple roles he is a big advocate of people development . Ronan has recently successfully navigated his Service team through a digital transformation programme that has resulted in the team winning Contact Centre of the Year, Best Use of Digital and Best Customer Experience at last year’s CCMA awards.
Ashling Williamson - Ashling is Head of Premium Services at eBay. She has worked in the customer service industry for more than 18 years spanning across Telecommunications, Media, Entertainment & e-commerce. In her current role, she is focused on the overall strategic and operational success of driving efficiencies, continuous improvement, delivering on service metrics and customer targets through internal and partner operations. Ashling holds an MBA in Business from Dublin City University.