We have an incredibly talented and experienced leadership and management team.

Anne Heraty,Group CEO
Paul Carroll,Group Business Development Director & interaction* Chairman
Liam Foley,Managing Director
Pat Minogue,Operations Director
John Drury,Sales & Marketing Director

Anne Heraty, Group CEO

Anne Heraty is Chief Executive of Cpl Resources plc. A publicly quoted company, they provide recruitment and outsourcing services across a range of disciplines and sectors offering specialist labour market knowledge and expertise in each sector. Anne established Cpl in 1989 and has played a key role in developing it to become Ireland's leading employment services company. Cpl have circa 4,700 temporary staff and 500 contractors working on client’s sites. They have a network of 24 offices in seven countries. Anne holds a BA degree in Mathematics and Economics from University College Dublin.

 

 

 


Paul Carroll, Group Business Development Director & interaction* Chairman

Paul Carroll is Business Development Director of Cpl Resources Plc. His expertise combines 20 years in HR practice, working for companies such as KPMG, Intel, Gateway and Aer Rianta International. Paul joined CPL in 1996. A graduate from Maynooth NUI in Physics and Maths in 1985, he holds a Higher Diploma in Education and has studied Information Technology in DCU. Paul worked as a HR management consultant in KPMG for 5 years before joining the Senior HR Management team of Gateway in 1993 responsible for Comp & Benefits. He is a board member of Midland Development Authority, the Atlantic Corridor, and he serves on the council of cancer charity the Friends of St Lukes.

 

 


Liam Foley, Managing Director

Liam joined CPL in 2002 to establish its outsourcing business, which has now grown to employ over 2,000 staff serving customers in more than 20 European countries. Prior to joining CPL, Liam led outsourcing businesses at Capgemini where he held the roles of Financial Services Director and e-Business Director. Previously, he led KPMG Consulting's (now Bearingpoint) World-Class Finance practice in Ireland and consulted on Financial Services and Technology projects in Europe and for the World Bank in Africa. He qualified as an Accountant with KPMG Audit, holds a B.Comm from University College Dublin and is a Fellow of the Association of Chartered Certified Accountants (FCCA). He has served on various Industry bodies and is a past member of the executive council for the Irish Software Association.

 


Pat Minogue, Operations 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 Center in Europe to achieve accreditation with the COPC 2000 Standard. His other achievements included moving the Dublin Center 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; and 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. He achieved his Certified Insurance Practioner (CIP) In 2012.


John Drury, Sales & Marketing Director

John has over 20 years experience of the contact center industry. Between 1999-2004 John was General Manager of The Merchants Group contact center in Cork, Ireland. John is a 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.

A key part of our business is that we customise each outsourcing operations unit to suit the needs of each individual BPO client.

Each client operation:

  • Has a dedicated executive from the Leadership Team or the Group Board of Directors allocated as the Account Director. Our Operations Director serves as the Project Implementation Director for all new clients.
  • Is built on the organisational development principle of maximising self-sufficiency. This means that each operation functions effectively functions as a mini business.
  • Has a dedicated operations manager with client specific industry expertise. The typical team leader span of control ratios vary (from 1:8 to 1:15) depending on the process complexity, language density and levels of process maturity.

We encourage all our prospective clients to visit one of our service centers. Clients who see us in action get a greater and faster appreciation of what we do and how we do it.