About Interaction: Who's Who?
Karl Llewellyn
Director
Since 1988, Karl has been involved in both tele and field sales on a national and international level. He has
worked in finance, real estate and FMCG industries in Australia, the US and in Ireland.
In 1996, Karl founded Phonenet Telemarketing Services, which has become one of Ireland's top five outbound telemarketing services companies.
Karl studied Cost and Management Accounting and has completed a Direct Marketing Diploma. He has completed numerous courses in copywriting, employee relations and IT studies. Karl is currently a member of IMI and IDMA. He is a founder member of the Young Direct Marketing Association and inaugural chairperson of the Call Centre Management Association.
Karl's expertise and Knowledge of call centres in Ireland has lead him to be included as a regular speaker at conferences on next generation contact activity.
John Drury
Director
John has over 18 years experience of the contact centre industry. Between 1999-2004 John was General Manager
of The Merchants Group contact centre in Cork, Ireland. John is recognized expert in the area of outsourcing and
customer management. He has worked across the world, most notably in the UK, Germany, France, Holland and South
Africa.
He has considerable experience in the financial and high tech sectors. Over the years, he and his teams have won many prestigious awards and recognitions, for example, best customer service, best technical helpdesk, best agent, best team leader, best outsourcing relationship and the most innovative use of the telephone.
John has a degree in languages and international marketing, from Dublin City University and the University of Dortmund. He completed his MBA in 1997.
Pat Minogue
Director
As General Manager with ClientLogic Ireland from 1997 to 2000,Pat made a significant contribution to the
phenomenal growth that the company enjoyed during that period. Under Pat's leadership, the Dublin facility became
the first Contact Centre in Europe be achieve accreditation with the COPC 2000 Standard. His other achievements
included moving the Dublin Centre to a new state-of-the-art 400 seat facility in North Dublin, developing a suite
of Internet and eCommerce Outsource solutions and providing Outsource solutions to a number of high-profile,
blue-chip clients.
Apart from ClientLogic, Pat has had experience at senior management level with:
- Aer Lingus as Marketing Distribution Manager
- Galileo Ireland as Chief Executive
- Sage Ireland as General Manager
Pat is a graduate of the University of Limerick with a Degree in Business Studies and from the Kings Inns with a Degree in Law.
Ted O'Neill
Chief Executive Officer of Newcourt Group plc.
Ted O'Neill is the founding Chief Executive Officer of Newcourt Group plc. He has guided the development of the Group as Ireland's leading support services group and brought the company to the Stock Exchange in 2005. Under his guidance Newcourt has developed leading businesses in security services, recruitment, aviation services and facilities management. E-com Interaction is the most recent company to join Newcourt and has added a strongly growing business processes division to its operations. Ted was formerly founder and Chief Executive of IMARI Group, a port services and transport group based in Ireland which was sold in 2000 to the Mersey Docks & Harbour Company. He is also Chairman of Norish plc, an AIM quoted company in the UK cold storage business. He is a Fellow of the Institute of Chartered Accountants in Ireland.
Hugh O'Neill
Executive Director of Newcourt Group plc.
Hugh O'Neill is an Executive Director of Newcourt with responsibility for Security and Outsourced Services. He is Managing Director of its security services operations, Federal Group. He has been instrumental in developing Federal into the largest manned guarding security business in Ireland with over 2,050 employees. Hugh joined Newcourt Group in 2003, having previously been Chief Executive of Freightwatch Group Limited, a company specialising in the provision of global risk management solutions to prevent the theft of high value product, particularly while in transit. He is a former Captain in the Irish Defence Forces and served with the United Nations in the Middle East. He holds an honours degree in Economics from University College Galway and an MBS from University College Dublin.
Julie McCall
Account Manager
Julie joined Ecom towards the end of 2004 and has brought with her over 12 years experience in account
management and project management. Previously Julie held a similar role at Merchants where she was responsible
for a wide range of clients but predominately customer service and e-commerce clients.
She has very valuable experience is the set5-up of complex customer service operations and in particular has real experience of setting up multi lingual and multi channel operations.
Marie McNally
Operations Manager
Marie started as an agent with Phonenet in 2000 after completing an arts and science degree at UCD. Within her
first year she was promoted to assistant team leader, then team leader and subsequently to floor manager of Phonenet,
Dublin. Marie was invited to join Ecom in the move to Clonakilty in 2003 as senior team leader. In 2004 she
successfully applied for a role as operations manager at Ecom.
Marie is a true product of someone who has worked her way up through our organisation. She has an intimate and relevant knowledge of every aspect of the company. Her 6 years outsourcing experience across a variety of clients gives her peerless experience in dealing with the ever changing requirements of the contact centre business.
Jenny McNally
Human Resource Manager
After college Jenny joined Phonenet, a leading telemarketing company, at agent level and after 2 years was promoted to Floor Manager. Her key roles included achieving pre-agreed revenue and profit targets, developing the existing the client base to ensure long-term relationships and revenue growth, building and leading a successful team of 15 fulltime agents.
For one year Jenny joined the Homebased Group as a recruitment consultant. Her responsibilities included generating and developing new the clients and servicing their recruitment needs.
Jenny is now our HR Manager with responsibility for recruitment and training. She has worked for both Phonenet and Ecom and understands the HR and recruitment dynamics for operations such as Tourism Ireland – multi-lingual staff, flexible and campaign oriented resourcing.