Paul McCullough
Mobile: (-
Email:-08181 - Sentmenat - Barcelona - ES
Profile
⦁ I have 32 years of experience working with a large organisation undertaking global research international
contracts and multi-language Project Management.
⦁ I have worked in a Cross-cultural Project Management for technical business on Media Educational
Development, Europe – Middle East – South America – US/Canada
⦁ I have training in Cost and Expenses Reduction Programs, Six Sigma and Design for Customer service,
Operations, CS Quality, Product, Application and Warranty Services.
⦁ I worked for many years in the Electronics and IT Industry with proven experience in various large scales
projects.
⦁ I got the ability to direct complex projects from concept to fully operational status.
⦁ I have proven ability to work in unison with staff, volunteers, and the board of directors.
⦁ I have moved from The UK to Barcelona in January 2020, I’ve spent 12 years in the UK.
⦁ Fluent English - Spanish and Portuguese at native level - Italian intermediate level
MOST RELEVANT CAREER until the present
SAXONS BUSINESS INTERNATIONAL From October 2018 until present
Director
At Saxons my target is to put companies that want to do business together and provide the support and
mediation necessary to allow negotiations to flow.
International Trade
Business plan
Investment for your Business
Energy Solutions
CONDUENT UK - From August 2013 to October 2018
This is a Google subcontract
At Conduent I have performed as a Subject Matter Expert and promoted to Team leader Since August
2014 within Multi Nationalities Team and TL over nine different Language markets
As a TEAM LEADER
⦁ I did Personal Development Planning PDP to support processes undertaken by agents to reflect upon their
learning, performance and achievement planned. It is done during one-to-one sections once a month.
⦁ FCR (First Call Resolution) I had to maintain the maximum quality level of calls, chats, and Emails, where the
customer's issue must be resolved at once before they hang up or end the chat session.
⦁ PIP I had to apply the Performance Improvement Plan along with the FCR to support and manage an
underperforming member of the team, enabling them to turn the situation around through their efforts. Along
with this goes:
I do action plans meetings to Implement recovering procedures quality and normal levels of KPI.
Placing a Professional Development Award Plan designed to ensure all aspects of KPI allow the team
to participate and maintain an active achieving key business
I work on conflict management to solve any possible unresolved crises bringing the best professional
approach to harmonise the work environment
⦁ I had to manage a high degree of confidentiality related product and policies among Clients, Employees and
Customers
⦁ I had to ensure quality analysis Control (QA), I do it by building rapport and presenting solutions for the
customer to maximise customer service.
⦁ I had to put in place a QA Scores analysis when it is PIP-related
⦁ One of my principal activities will be to make sure the SLA (Service Level Agreement) is always observed
supporting the teams to guarantee high levels of SLA achievements.
⦁ To Support do all in my power to maintain good Teamwork among other Team Leaders.
As Team Leader I have some duties as an intermediate of the Human Resources Dep
as follows:
⦁ I had to do the RTW Return to work interviews,
⦁ I had headed the Absences Interviews, Late Forms, and Interviews
⦁ I do Interviews and employment Setup for (In)direct Employees
⦁ I manage the Change of Terms (COT) Employment (In)direct Employees
⦁ I am directly involved in the project of Contract offer (in)Direct Employees
⦁ Request Education / Training / Learning Agreement
⦁ I had to follow and coach throughout Probation Period (In)direct Employees
⦁ Performance Plan Direct Employee - Goals & Objectives – Mid & End Year Review
⦁ I had to perform Interviews (new candidates) and evaluations
⦁ To promote a Health and Safety environment
“Buddy Up with other TLS” in the absence of the Managers
My duties with Team Customer service Management:
⦁ I had to support the maximisation of customer service growth and deliver this in line with company
expectations.
⦁ I have a constant commitment to the business and the customer service plan, including engaging the whole
team for successful delivery and positive results.
⦁ Daily customer service goals and targets and communicates these to the team ensuring that they
understand the expectations and connection between Business Centres, financial success, and any incentive
programs.
⦁ Leads by example and holds others accountable for customer service excellence.
⦁ Responsible for the direct supervision and development of all the customer engagement teams.
⦁ I had to Support the established process and the implementation of the training/coaching.
⦁ I had to Support the Performance Development Review (PDR) process ensuring that the action plans are in
place and completed in a timely fashion. Company & Employee relationships (HR) Couching PDR and Crisis
management
⦁ Promoting and maintaining a safe working environment follows all company protocols for safety and is
required to take ownership for rectifying any areas of non-compliance.
⦁ I had to ensure the smooth and effective management of the day-to-day operations.
⦁ Completing general administration of the Business Centres and providing ongoing support to the team.
⦁ Completing payroll and HR administration and maintaining employee files in line with data protection
obligations.
⦁ Has the ability to juggle multiple priorities in a fast-paced environment.
⦁ Perform operational tasks as required and in line with business expectations.
⦁ I had to ensure that the team's understanding of and adherence to all privacy policies and procedures are a
reality.
XEROX (SME - Subject Matter Expert) (Conduent UK is a former Xerox company)
Since August 2013
⦁ Supporting and coaching a team of 270 multilingual agents, Dealing with all sorts of trouble shootings
inquiries, issues, refunds, and complaints over the phone and by email efficiently and effectively.
⦁ I worked in a High-volume workload within a deadline-driven environment.
⦁ Legal Escalation
⦁ CSAT
⦁ Cross-Training
⦁ Positive customer care, helping as much as possible, to solve the problem they have discussed
⦁ Prioritising workloads as when customers come in with different issues or problems, ensuring customers
wait for receiving an explanation and apology.
⦁ Recording and categorising issues through different kinds of Customer Support software.
⦁ I had to support the management team.
Most Relevant previous Experience in Management
2004 - 2012
Petramedia Ltd. USA / CANADA branch
Position: Cross-Cultural Project Manager
I have managed more than 500 Trainees in the five years project into the Cross-Cultural Management
and Cross-Cultural training for Latin technicians, researchers and workers in technical development in
TV, Radio, Internet, Media Productions for North Africa and the Middle East.
PetraMedia Ltd.
Position: Technical Research leader and Project research Board member
I worked Implementing and managing mass media platforms over seventeen different countries of the
Middle East and North Africa researching and collecting the critical cultural and cross-cultural
essences for Satellite programs content.
I’ve managed a team of five managers, were responsible for different technical areas, as follow:
Assembling and training technical personnel to make the various satellite contents for the project.
Development of a global telecommunication system: Satellite TV, Radio, AM-Radio, for North Africa
and the Middle East. The total cost of the project as 1.6 billion dollars and the high priority technical
troubleshooting and quality maintenance was vital to maintain the plan.
US/Canada - Dec 1999 until 2004
Televida and Radio Vida S.A. - Tv and Radio Broadcast. Companies under the above
Petramedia Company acting as umbrella Company
Spain
Position: Reginal Director
Managing a team of 60 TV professionals, I developed a TV project to provide a 24/7 program among
three cities in Southern Spain, around 1M people got every day the educational content of our project
Orient Mission SC. Brazil
Project leader.
Cross-Cultural Training in forming Latin technicians and researchers and workers in technical
development in TV, Radio, Internet, Media Productions for North Africa and the Middle East.
Aug 1994 until Nov 1999
METRO – EMTU - METROBUS – CONTROL Brazil.
Public transportation
Position: Project Manager I was directly responsible for the following duties:
⦁ Manage the Electronic Area of the State Company for Urban Transport and Sao Paulo, Buses and Trans.
⦁ Management of contracts between companies and projects related to the maintenance of the urban
transport system.
⦁ Coordination of emergency procedure for mass transport on electronic failure, CCTVs, hole system alarm
procedures, IT is controlling methods - similar glitch general systems.
⦁ Responsible for the implementation, development, and maintenance of the passenger motor control electronic ticketing. Support in electro – electronics – robotics systems.
⦁ I did perform extensive training in Security Procedures for large transports failure systems. (Metro)
October 1989 to July 1994
OPEN UNIVERSITY
Psychology BSc (Honours) Neuroscience
Presently
NATIONAL UNIVERSITY OF SPAIN
Universidad National Education - Distance de
España
Psychology (option Neuropsychology)
2006
NATIONAL UNIVERSITY OF SPAIN
Archaeology Module on Gibraltar Area
Intercontinental Cross-Cultural History-
Technical Professional Area:
BTECH – Faculdade Técnica PARALELO – São
Paulo - Brazil
Industrial Electronic Technology.
Completed: November 1982
BTECH - COLÉGIO TÉCNICO ELEVAÇÃO São Paulo – Brazil
Industrial Electronics. – Industrial chemical
School.
Technical analyses robotics, informatics.
(Robotics)
Completed: November 1986
BTECH - ESCOLA DE FORMAÇÃO SUPERIOR
PARALELO – São Paulo – Brazil
Industrial Electronics Computers Sciences.
Technologist processes electronics
Completed: November 1991
METAL LEVE S.A. ESCOLA DE FORMAÇÃO
TÉCNICA – Brazil
Certification Quality control
Completed: July 1985
University of Cambridge – UK
English First Certificate O.M. overseas.
