MY JOB is to support the team leaders in the US consumer section. I conduct performance reviews and give them extra help if needed. Team leaders review work on a half-hourly basis while I review it on a daily basis. If morale and motivation are low in a team or a negative issue arises I have to step in.

I check that targets and objectives are met. We strive to answer 95 per cent of all calls and, if our abandonment rate falls below the required level, I have to find out what went wrong. You get involved in dealing with people, their lives and their concerns. If people are having problems with particular areas, youhave to switch things around.

I graduated from DCU in 1996 with a degree in international marketing and languages, which included a year in Barcelona. I did the milk round and was offered a job with IBM before the call centre opened. Within two months I became a team leader and last December I got this promotion.

In this industry you need common sense, an aptitude for learning, problem-solving skills and the ability to take on board technical matters. Most people are able to grasp technical matters - it's a matter of being able to follow a sequence.

I get my buzz from seeing people develop. I'm training the people under me to do my job. Today, for example, I'm sitting down with a team leader to discuss her progression. I'll find out where she wants to be in six months and I'll help her get there.