Echo Managed Services
Paula Denvir has extensive experience in service delivery management, most recently serving as a Service Delivery Manager at Echo Managed Services from August 2006 to June 2024. In this role, Paula managed day-to-day inbound operations concerning Operational/Billing/Debt/Dedicated Lines, overseeing a team of 8 Team Managers and over 65 agents while ensuring contractual service levels, call quality, and staff development. Prior to this, Paula worked at Fold Housing Association from February 1993 to May 2006 as the Fold Telecare Team Manager, where efforts were focused on establishing a 24-hour inbound service for supported housing and individuals, successfully promoting and developing the service to win new business in both Northern and Southern Ireland.
Echo Managed Services
Echo Managed Services is a specialist water sector outsourced provider of customer service operations including customer contact handling, billing, meter reading, and debt collection. Echo is also the developer of the UK market leading water customer care and billing system, RapidXtra, and Aptumo, new global cloud based water billing software solution native to Salesforce. Echo combines best practice technology and processes with highly skilled and knowledgeable people to provide utility companies end-to-end customer contact capabilities. For more information, visit www.echo-ms.com or follow Echo Managed Services on Twitter at @Echo_MS