Yvonne Foley
Watergrasshill
Summary
Dynamic professional with extensive experience at Apple, specializing in project management and stakeholder engagement. Achieved a remarkable 98.5% network performance through optimized supply chain processes. Expertise in KPI analysis and contract negotiation has led to substantial cost savings and improved customer satisfaction via innovative solutions. Committed to leveraging skills to drive operational excellence in future roles.
Overview
14
14
years of professional experience
Work History
AppleCare Route to Market Lead
Apple
06.2022 - Current
- Key person to contact & work as liaison between transport & AC
- Building relationships with key AppleCare Stakeholder management
- Escalation points for transport supply chain related issues
- Support and priorities AC programs within the carrier network and aligning to internal resource capacity utilising Wrike to track projects across all RTMs
- Project manage and lead AC transport initiative
- Support RSMs on Radar testing, onboarding NPI, DC lane changes & plant flips co-ordination
- Manage & optimize Network performance to 98.5% - balance network capacity & carrier operational capabilities to meet stakeholder requirements during the repair lifecycle
- Identify projects that tie into Pillars: (Cost, Speed, Green) that tie into short & long term strategic goals
- Designing solutions to enhance the customer experience and improve existing processes.(ie J145, Beats Pill XL, Drom Toms, Canary Islands, Ceuta consolidation, UPS KGB consolidation)
- Support NPI planning – capacity and truck utilization, identify security risks, manage planning teams & carrier alignment on POR with DC
- Engagement with Retail, Bulk RTM as gateway to both businesses as stronger existing relationships already leveraged – utilising cross docks and lanes to support AppleCare supply chain goals
Geodis RSM
Apple
06.2022 - 01.2023
- Handled the operational relationship with Geodis transport provider to exceed KPIs & review in following cadence with senior exc teams.– MBR | QBR | SPRI
- Redesigned our management system & Scorecard inputs for the account and other providers in business for all routes to markets
- Worked closely with our internal partner teams to deliver outstanding customer delivery experiences across the EMEIA region during NPI period for all carriers
- Collaborated with the Procurement team to ensure the provider contracts are appropriate for Apple’s business needs
- Managed a large spend portfolio and leading cost saving program's across your provider base with support from our team of management accountants
- Ensuring security provisions are in place to minimize loss impact to Apple and our customers
- Joint function reporting automation: Removed manual process, included the team’s feedback
- Collaborated with Ankur created dashboard for analysis & feedback directly on a single platform
- Provides a rolled up Exec reporting for JFR, STOs &AC STO
- Saving 24/36 hrs
Service Delivery & Transformation Director
Sedgwick Ireland
12.2020 - 05.2022
- Company Overview: (Contract)
- Working with the COO and Business Unit Lead to redefine the operating model & enhance service delivery by reviewing overall book of business with clients and associated service levels
- Managed and mentored 12 Senior Technical Loss adjustors & redefined team structures to remove transactional work to centralized lower cost unit & program managed this task to successful completion
- Worked with COO to redefined bonus structures for the groups resulting in improved productivity
- Project managed a program to identify Central bank CPC breaches within the unit and worked to implement client loss fund allowing for quicker TAT for Settlements & fees to be paid resulting in reduced complaints & cost savings
- Implemented workflow tools to allow the team greater visibility to where claims & status were allowing them to focus on driving settlements & hitting KPIs
- Co-ordinate with business owners across Claims unit to develop a unified approach to client engagement by supporting the Business Area Owner in engagement with Clients to manage contract expectations, reporting, system, training & QA auditing
- Reconfigured client on-boarding - new business processes and controls embedding new business into the operation, ensuring commercials were set aligned with contracts & created change control processes to capture scope creep & revenue opportunities
- (Contract)
Associate Service Delivery Director
Abtran
11.2018 - 06.2020
- Responsibility for delivery and growth of business unit’s margin for up circa 250 FTE
- Directly managed 3 Service Delivery Managers and 2 Project managers
- Overall responsibility for the senior relationship with clients, understanding their business, their priorities, defining and implementing solutions to enable them deliver on these priorities
- Responsible for managing and delivering on the client P&L of €7m annually
- Continuously identifying opportunities for actual and future business development in line with the Company’s strategic objectives with existing clients
- Contributing and supporting the strategic leadership team with areas of delivery ownership
- Translating and communicating strategy to the wider organization and leadership of the strategic communications and delivery plan via QBRs & bulletin packs
- Negotiated contract and commercials; value recognition, budget forecasting, financial management, risk management, governance and control, audit
- Average client Budget management from €3m
- Responsible for ensuring the best possible client experience by owning and optimizing the delivery of service to the client, tracking and reporting of key tasks, SLA’s/KPI’s Management Governance via status reporting, one to one mentoring, achievement of service Levels to execute successful delivery of outcomes for all stakeholders
- Ensure program's are closed out and transitioned to BAU successfully achieving ROI and business benefit realization avoiding slippage
- Instrumental in contract remediation for regulated authority resulting in 70% improvement in quality rate
- FY19 attrition rates reduced to 1.5% and forecast margin of 2% per client
- Successfully managed the onboarding of new government client from RFQ stage to operational across multisite locations with 1 technical PM and 1 process PM
- Developed BCP policies for 3 large government clients and mobilized BCP across 3 sites for clients including a work from home stratgey allowing for flexibility across the multilevel for Covid pandemic
Service Delivery Manager
Abtran
02.2018 - 11.2018
- Responsibility for delivery and growth of business unit’s margin for up circa 150 FTE
- Managed and supported operations managers 1:1 and created growth plan
- Supported HR in disciplinary processes and improved management reporting systems
- Continually working to maximise revenue and profitability opportunities per employee, through effective management of KPI’s and efficiencies
- FY18 1.8 million contribution
- Managing forecast capacity to client demand ensuring requirements are aligned to budget during FTE ramps & site strategy to facilitate staff moves within accounts to keep attrition low reducing cost to serve
- Monthly/Quarterly client reviews of SLA, driving recommendations along with compliance ensuring all Change Control process are followed, to avoid margin shrinkage and scope creep
- Responsibility for continually, reviewing and improving processes in line with industry standards ISO certification requirements, specifically ISO 9001 & ISO 27001 and GDPR requirements within business unit
- Produce monthly and quarterly insights on key performance indicators, ensuring all process agreements are being adhered to; analyse and prepare summary reporting for Management Team and Board of directors managing expectation of delivery considering environmental factors
- Consistently ensuring that our client site is supported with the right infrastructure to support their requirements from a people, process and technology perspective
AppleCare Channel Support Acting Area Manager
Apple
05.2016 - 12.2017
- Key project was identifying KBB return process issues with Sweden for lithium battery leakages, working with freight carriers to introduce rejection protocols & driving changes with the return packing slips
- Identified and implemented operational improvements, shared best practices and project management execution for service delivery for partner & employees resulting in efficiencies and CSAT
- Develop reporting suite, file sharing tools and protocols, basecamp for standard project and operational documentation
- Mentored and guided talent on project reporting, communication and presentation skills
- Ensuring status reporting, risk & issue information is available to key stakeholders, owners and sponsors in a timely manner
- Reduced escalation drivers by identifying system and process issues improved the repair process to maximize partner satisfaction for TAT by two days
- Introduced Vendor audits following analysis of reason codes that were outliers, resulting in Vendor re-education, which led to overall cost efficiencies 200K quarterly
- Process rolled out world wide within SOM
- Identified quality challenges with Vendor site, worked with the Quality Business Analyst to improve work instructions and put performance glide path in place
- Managed rollout Service channel support for NPI and quality programs
AppleCare Channel Support Team Manager
Apple
08.2015 - 08.2015
- Managed direct team of 20 as part of a wider global team supporting 11 languages across 150 countries worldwide delivering outstanding customer experience, delivering minimum 95% CSAT target with reduced TAT
- Met performance critical KPI’s, with particular focus on quality and satisfaction metrics
- Managed training performance standards, monitored and deliver coaching based on detailed root cause analysis to develop team
- Aligned activities and priorities based on quality needs resulting in increased efficiency to help scale and improve the business operational functions as it relates to customer satisfaction
- Global Fraud project SME for Service Order Management EMEIA – data analysis to capture irregular activities resulting in developing processes & procedures for global operations FMIP
- Accelerated to acting area manager after 6 months reporting into Senior Management, 4 direct team managers with 65 indirect reports
AppleCare SOM Channel Manager
Apple
11.2013 - 11.2013
- Worked directly with Apple’s service partners, to ensure performance against AppleCare pre-agreed KPIs across the entire service proposition, anticipating any potential issues and working proactively with the country management team to provide solutions through effective account management and business planning
- AppleCare projects lead, supporting local and global AppleCare teams (BPR, IS&T, Logistics, Finance, Field Service, Materials,) to drive and implement sustainable business changes
- Reviewed account management lifecycle – onboarding, training, logistics and development via partner training programs on Apple’s procedures and systems resulted in reduced return error rate, improved CSAT & cost reduction for KBB shipments
- Partnered with AppleCare Field Service Managers in order to understand the local market opportunities and create & execute plans to map AppleCare solutions in order to drive growth and sustainability
- Collaborated with Global systems security teams to enhance security access ensuring that partners comply with best practice, reducing potential phishing opportunities
- Finance SME, reviewing and maintain finance articles, identifying problematic customers and worked to streamline customers payment options
Telco Reseller Operations Account Manager
Apple
11.2010 - 11.2010
- Client relationship management with Telco Partners to ensure Target Weeks of Stock and KPI adherence, via consensus forecast with Telco’s via Telco Demand Forecasts, Sales data & inventory data on a weekly basis to deriving a clear demand statement to keep Telco at their target weeks of supply and interact with sales, planning & logistics
- Managed execution of order flow process with Telco’s from demand forecasting to order booking to order scheduling to billing to delivery to ensure optimal customer service levels attained circa 20m
- Internal stakeholder management to define and execute optimal product allocation plans to balance supply across accounts and maximize revenue opportunity during product constraint periods
- Worked as team escalation point for shipping issues including; forward deployed challenges for NPI launch, quality issues, worked to introduce pallet minimum thresholds for BAU & if there was quality escalations on deliveries with the carries – created a simplified template & SLA
- Worked with the logistics team to identify issues for DDU in Egypt & Carriers
- Ensure thorough understanding of Legal, VAT & Tax Compliance requirements within region and Telco Contractual requirements and ensure adherence of same
- Maintained lean processes and SOX compliance
Education
Bachelor of Business Studies - Information Systems
Cork Institute of Technology
Bishopstown, Cork01.2006
Introduction to Coaching -
University College Cork
People Management -
Apple University
Influencing Skills -
Apple University
Skills
- Stakeholder management
- Supply chain optimization
- KPI analysis
- Data visualization
- Contract negotiation
- Project management
- Operational improvement
- Process redesign
- Team leadership
Professional Courses
- Introduction to Coaching, University College Cork
- People Management, Apple University
- Influencing Skills, Apple University
Key Areas Of Expertise
- Supporting growth and development of teams in large – medium organizations.
- Channel Excellence award from Apple EMEIA Director of Service for successful project implementation of 2 Step Verification for EMEIA service partners.
- Carrier Supply Chain compliance lead for maintaining of shipping safety protocols.
- AC Audit implementation resulting in fraud identification & implementation of process change, tighter controls & moving task to commercial team reducing FTE costs €150K annually.
- Optimized Network spend FY24 Cost savings XXX.
- Contract management – successfully negotiated 2 year contract extension for OGP Government framework account value of €3.9m.
- Designed and execution of Vendor Get Well Plan for UK utility company resulting in 15% increase in NPS.
- Leading and delivering on the client contract, adapting reporting solutions and operations metrics management routines that identify potential shortfalls ensuring profitability resulting in Delivery of €7m budget at 11% EBITA 2019.
- DNA Member for Women in Apple & parenting in Apple.
- Career panel member for St Vincent's Secondary school & actively organizing charity events.
Accomplishments
- Channel Service Award
Timeline
AppleCare Route to Market Lead
Apple
06.2022 - Current
Geodis RSM
Apple
06.2022 - 01.2023
Service Delivery & Transformation Director
Sedgwick Ireland
12.2020 - 05.2022
Associate Service Delivery Director
Abtran
11.2018 - 06.2020
Service Delivery Manager
Abtran
02.2018 - 11.2018
AppleCare Channel Support Acting Area Manager
Apple
05.2016 - 12.2017
AppleCare Channel Support Team Manager
Apple
08.2015 - 08.2015
AppleCare SOM Channel Manager
Apple
11.2013 - 11.2013
Telco Reseller Operations Account Manager
Apple
11.2010 - 11.2010
Bachelor of Business Studies - Information Systems
Cork Institute of Technology
Introduction to Coaching -
University College Cork
People Management -
Apple University
Influencing Skills -
Apple University
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