Paul McGovern - Director of Customer Operations for CarTrawler

Director of Customer Operations at CarTrawler



Work category

Customer Service



Profile Activity

Director of Customer Operations CarTrawler

CarTrawler is the First Company to provide a next generation car rental distribution system, specializing solely in car rental solutions, enabling increased revenues for its customers and suppliers. The Company offers the largest selection of car rental from over 550 leading and independent car rental suppliers in 135 countries in 25,000 city and airport locations, in 26 languages, quoting in multiple currencies, through the customer’s existing website and brand identity, ensuring high levels of consumer conversion, repeat bookings and brand protection. CarTrawler’s target customers include: Airlines, Lodgings (hotels, villa and apartment rentals, hostels), Online Travel Agents (OTAs), Information Websites (Media websites, National Tourism Organisations, Airport websites etc.), Travel & Transportation (Car Rental, Rail and Ferry sites), Travel Agency Desktops (Retailers).

Paul McGovern's Professional Experience

2010 - Present

CarTrawler - Director of Customer Operations

Currently I am hugely enjoying my role as Director of Customer at CarTrawler, one of the most innovative and growing technology companies in Ireland today. Based in South Dublin I oversee CarTrawler's In house Reservations and Customer Service divisions in addition to Fraud and Revenue Retention Functions. I also own the business relationship with our BPO provider Southwestern and direct the focus of our Customer Contact Center in Lodz Poland. I also work very closely to support our sister company Argus Car Rentals. I'm a very busy man!

Key Skills
Customer Service Customer Service Innovative Reservations
2003 - 2009

Telefonica O2 Ireland - Sales & Sales Support Manager

Managed two teams with a combined head count of 22.
Responsible for division in O2 that delivered new business leads to SME sales force.
Member of the O2 Direct Marketing committee, responsible for all business-marketing initiatives.
Managed team that ensured the smooth processes of new business connections to the network.
Averaged 120% of connection target for year Jan 08 - Jan 09. Met and achieved all out bound and inbound call targets.
Worked to quarterly based divisional targets and motivated teams with daily/ weekly goals and regular 1-1 coaching.
Managed internal Hot Leads rewards program for O2 and negotiated and managed the O2 relationship with PML (the preferred outsourced Telesales agency).
Responsible for marketing projects which developed into major O2 campaigns (Business in a Box).
Introduced and tracked menu of Low Call numbers that helped track effectiveness of marketing campaigns.
Consistently over achieved against targets and played a key role in delivering the phenomenal growth of O2's SME division.

Dell Computer Corporation Wicklow, Product Manger (Notebooks & Desktops for UK & Ireland

Key Skills
1998 - 2003

Dell Computers - Laptop Product Manager

I managed two Laptop product ranges for the UK & Ireland. The Inspiron range which at the time was the Consumer Laptop Offering and the Lattitude range wich is Dell's corporate product. Prior to that I managed the Dimension Desktop range. I was also the Product Spokesperson for Dell on QVC the UK based Home Shopping TV Network.

1997 - 1998

Head-hunt International - Account Manager

for small to medium sized businesses in the UK spending up to £40k.
Worked to, and over achieved daily and monthly revenue and margin targets.
Responsible for Sales mentoring of other team members and gave regular training sessions on objection handling and various sales techniques.; Working with monthly target, placed senior Marketing and Sales candidates into wide range of positions across the Sales and Marketing sector.
Developed company's retail division and took over the running of the Dunnes Stores Account.

Key Skills
1997 - 1998

Headhunt Recruitment - Recruiter

Recruiter with primary focus on Sales and Marketing and project managed the largest recruitment drive in Dunnes Stores history. I sourced and placed over 20 Senior, Middle & Junior management positions.

Key Skills
1995 - 1997

Aerofone Ltd - Senior Sales Representative

Member of the start-up Sales team for Aerofone (Vodafone service provider), responsible for selling mobile phones to companies (for fleet use).
Created and developed Aerofone's monthly Customer newsletter.

1993 - 1995

FM104 (Local Radio Station) - News Reader

Compiled and read hourly news bulletins.
Produced "The Chris Barry Phone show" (nightly talk show).
Reporting and general newsgathering duties.

1992 - 1993

Century FM (National Radio Station) - News Reader

News reporter on main evening news in addition to reading hourly news bulletins.
Researched and compiled other news room scripts for the breakfast news.

Key Skills
1990 - 1992

Radio Kerry (Local Radio Station) - Tralee Journalist/ Producer

Compiled and read hourly local news bulletins.
Produced and researched daily local current affairs show "Kerry Today".

Paul McGovern's Education and Qualifications


Bachelor/Degree - ,

Sallynoggin Community College Dunlaoire

Paul McGovern's Additional Information


Life and Business Coaching


Member of LBCAI (Life and Business Coaching Assoication of Ireland