KBC Ireland | IcebreakerMembers
With over 15 years of experience in the Contact Center industry, I have advanced from an agent to a seasoned professional in Workforce Management (WFM). My expertise spans key areas such as Real-Time Analysis, Scheduling, Capacity Planning, and Requests for Proposals (RFPs), allowing me to effectively manage operations across various communication channels, including inbound, outbound, chat, click-to-call, and back-office support.
I have worked with diverse clients under various contract models (PayPerHC, PayPerM, PayPerC, PayPerTT, and Blended), which has sharpened my analytical skills and adaptability to dynamic environments. My proficiency in SQL data extraction, Data Analysis, Python-based forecasting, and advanced WFM tools supports my ability to drive data-driven decisions while committed to ensure data integrity in all workforce management processes.
I am COPC-certified, a credential that reflects my commitment to applying best practices in workforce management to enhance operational efficiency and service quality. My experience and certifications enable me to lead initiatives that align workforce strategies with business objectives, ensuring optimal resource management and service delivery.
I am focused about continuous learning and implementing innovative strategies to meet service level agreements (SLAs) and exceed stakeholder expectations, particularly in complex, multi-channel environments. 
Dynamic IT and Information Security Risk Manager in financial services with over 16 years of combined expertise in risk management, cybersecurity, IT governance, and project leadership.
Proven ability to support high-impact transformation projects and steer organisations through critical transitions, including regulatory challenges, operational wind-downs, and complex risk remediation efforts. Adept at managing cross-functional teams, optimising risk posture, and implementing governance frameworks that align business objectives with IT risk management.
Before this, 10 years of IT Project Management experience in high-stakes digital environments, leading software development, regulatory, process implementation and infrastructure projects across Europe. 
With ten years of experience in business operations and project management, I am a passionate and driven professional who strives to deliver value and impact to Zynga, a leading social gaming company. I have an advanced diploma in project management and a certification as an IPM Scrum Master, which enable me to apply agile methodologies and best practices to plan, develop, and manage projects across various functions and departments. My mission is to improve the efficiency, effectiveness, and quality of Zynga's operations and services, while aligning with its vision, culture, and values. I enjoy working with diverse and talented teams, and I believe in fostering a collaborative and supportive environment where everyone can contribute, learn, and grow.
As a Business Operations Manager at Zynga since 2016, I have been responsible for overseeing and executing strategic initiatives and projects that support the day-to-day operations and departmental functions. Some of my key achievements include assessing and optimising existing processes, procedures, and systems, identifying and implementing cost-saving measures, managing vendor relationships, and facilitating stakeholder communication and engagement. I have also leveraged my skills in office management, administration, and facilities management, which I gained from my previous role as an Office Manager at Zynga since 2015. In this role, I was in charge of budgeting, procurement, accounts payable, legal compliance, office policies, and maintenance for the site. I have demonstrated my ability to handle multiple tasks, prioritise deadlines, and solve problems in a fast-paced and dynamic environment. 
• Qualified Compliance Officer and Internal Auditor in addition to a Post Grad dip in Computer Science and a BA degree in Mathematics and Economics. Professional Certificates in Data Protection (focus on GDPR), Fraud Prevention, Front-line Management, Mortgage Practice and the Financial Services Environment
• Expert knowledge of Audit, Risk, Compliance, IT, Outsourcing, Data Protection, Finance, and Supplier Management based risk and control assessments. 
