Connect Total Team Spotlight

25th May 2018

Connect Total Team Spotlight

Name: Claire Mulhern

Title: Customer Support Manager

When did you join Connect Total Communications and tell us about your day to day role?

I joined Connect Total Communications in Jan 2016.  I joined the team as a customer support agent with main duties consisting of;

  • Accepting incoming calls and emails
  • answering daily customer questions
  • billing queries and reviews
  • tariff changes
  • connecting and upgrading connections.

Since then, my role has progressed and developed to a more senior role of, Customer Support Manager.

With managing a team of Customer Support Agents, it is important to document; individual progress, objectives, issues, absence etc. so that I can try to get the best out of each team member.  It is important to keep up team morale and keep the team motivated to always do their best.  My role now consists of managing dashboards and ensuring cases and opportunities are updated.  Keeping record of weekly, monthly and quarterly connections. Handling complaint queries and working to turn the customer back into a Connect fan.

What skills do you need for that role?

  • Patience
  • Knowledge of Company process
  • Knowledge of Network information
  • Assertive
  • Firm and Fair
  • Expressive
  • Professional
  • Trustworthy
  • Reliable

What’s the most rewarding part of working for Connect Total Communications?

The most rewarding part of working for Connect Total Communications is; getting to help people be the best that they can be so that our customers will always experience the best service from Connect.  Each of my team members work full team hours and I want them to always work their best.  I feel the main way to get the best out of them is to be as supportive and approachable as much as possible.  They need me and I need them.

And the most challenging?

The biggest challenge for me so far is, letting go of some of the daily tasks from my old role.  I am a very much ‘hands on’, kind of a person and I do sometimes struggle with delegating certain request/query types.

Tell us a random fact you about yourself!

I have two beautiful amazing children, CJ and Cadhla.  They are the reason I work so hard and the reason for feeling passionate about my role within Connect Total Communications.