Christine works at the Global HQ office in Waterford, Ireland, where she leads the Client Operations Team at Klearcom, serving as the primary point of contact and support for all clients. Her team plays a crucial role in client success by understanding unique needs and tailoring services accordingly. They assist clients in achieving their testing goals through comprehensive training on the Klearcom portal, ensuring effective utilization.
Beyond initial training, Christine's team provides continuous support via regular check-ins, troubleshooting, and updates on new features and best practices. Their goal is to foster long-term partnerships, helping clients maximize the platform's value and achieve business objectives. Discover more about her journey.
What do you do at Klearcom?
I manage the Client Operations team, where we focus on building and maintaining strong relationships with our clients.
We provide comprehensive support and expert training on our platform to meet the unique testing needs of our clients. My team and I work closely with clients to help them achieve their goals and develop long-term partnerships.
Additionally, I spearhead our customer engagement strategy, ensuring we continuously improve customer experience (CX) by leveraging feedback and implementing best practices. At Klearcom, we specialize in providing cutting-edge IVR testing solutions that help clients identify and resolve issues quickly, optimizing their customer service operations. By integrating advanced analytics and automated testing, we ensure that our clients’ systems perform at their best.
What made you pick Telecoms as a career?
I chose a career in telecoms because I started as a voice junior and quickly developed a passion for learning and understanding new technologies.
Since the late '90s, the industry has evolved tremendously, and I've witnessed many changes firsthand. This dynamic environment and continuous innovation have kept me engaged and excited about my career.
What was your work experience before this?
Before this role, I worked as a Senior Voice Technical Lead at British Telecom. With over 20 years of experience in the telecoms industry, I have had the opportunity to work for some outstanding companies and gained valuable insights into business needs.
What struck you as unique when you first joined Klearcom?
The people. We are one large team that supports each other and have developed an amazing suite of invaluable products.
What excites you about what you do?
One of the things that excites me is supporting clients troubleshooting issues using the Klearcom platform, giving them the data and tools to push change from their carriers which they wouldn’t have had access to before using the Klearcom platform.
I also enjoy the challenge of owning the customer engagement strategy, continually seeking ways to enhance the overall CX by leveraging client feedback and implementing industry best practices. Klearcom’s solutions are designed to provide actionable insights that drive continuous improvement and superior customer interactions.
Could you walk us through your typical work week?
Team meeting to review the week ahead and discuss team goals for the week. Review and analyze daily testing results for each client and share the reporting outputs.
Attending regular calls with clients, providing any additional support where required with testing builds or training.
What kind of projects do you work on at Klearcom?
We work closely with our Network Operations Center (NOC) supporting ongoing testing, and also work closely with the Klercom Engineering Team who are also amazing at making ideas a reality.
Our projects involve enhancing IVR testing capabilities and developing new features that help our clients deliver exceptional customer service.
What’s it like to do hybrid work at Klearcom?
The flexibility to do hybrid is great. Maintaining a work life balance is so important to me and my wider team.
How would you describe your team dynamic?
Great communication and mutual trust. We support each other to achieve our company and client goals.
How would you describe the culture at Klearcom?
Motivating, friendly and customer focused.
What do you love about working here?
The people within our company and our amazing clients. The variety of tasks I get to work on and learning new things. Owning the customer engagement strategy and seeing the positive impact for our partners is particularly rewarding. With Klearcom’s innovative solutions, we are empowered to help our clients achieve a seamless and satisfying experience.
Does pineapple belong on pizza? (look away now Italians)
Two things that should never meet.
