Gail B.
Onboarding Specialist at Phorest Salon Software- Claim this Profile
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English Native or bilingual proficiency
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Afrikaans Native or bilingual proficiency
Topline Score
Bio
Credentials
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De-Escalating Conversations for Customer Service
LinkedInJan, 2023- Nov, 2024 -
Learning Secure Payments and PCI
LinkedInJan, 2023- Nov, 2024 -
UX Foundations: Prototyping
LinkedInAug, 2022- Nov, 2024 -
30 Hour IELTS Preparation Course
THE TEFL INSTITUTE OF IRELANDMay, 2022- Nov, 2024 -
30 Hour TOEIC PREPARATION COURSE
THE TEFL INSTITUTE OF IRELANDMay, 2022- Nov, 2024 -
Strategic Thinking
LinkedInJan, 2022- Nov, 2024 -
Asking for Feedback as an Employee
LinkedInDec, 2021- Nov, 2024 -
Customer Service Foundations
LinkedInOct, 2021- Nov, 2024 -
Inclusive Tech: Breaking Bias in Tech
LinkedInOct, 2021- Nov, 2024 -
Listening to Customers
LinkedInOct, 2021- Nov, 2024 -
Mindfulness Diploma
New Skills AcademyOct, 2021- Nov, 2024 -
Mindfulness, Diversity, and the Quest for Inclusion
LinkedInOct, 2021- Nov, 2024 -
Remote Work Foundations
LinkedInOct, 2021- Nov, 2024 -
Succeeding in a New Job
LinkedInOct, 2021- Nov, 2024 -
Unconscious Bias
LinkedInOct, 2021- Nov, 2024 -
What to Do in the First 90 Days of Your New Job
LinkedInOct, 2021- Nov, 2024 -
Diversity, Inclusion, and Belonging
LinkedInSep, 2021- Nov, 2024 -
Zendesk Support for Agents, I
ZendeskSep, 2021- Nov, 2024 -
Fundamentals of Google Docs - Increased Productivity
Alison - Free Online LearningAug, 2021- Nov, 2024 -
Google Sheets for Home and Business
Alison - Free Online LearningAug, 2021- Nov, 2024 -
Advanced Grammar Teachers course
THE TEFL INSTITUTE OF IRELANDJul, 2021- Nov, 2024 -
Life Coaching Diploma
New Skills AcademyJul, 2021- Nov, 2024 -
Teaching Business English
THE TEFL INSTITUTE OF IRELANDJul, 2021- Nov, 2024 -
Teaching English Online
THE TEFL INSTITUTE OF IRELANDJul, 2021- Nov, 2024 -
Teaching Young Learners English
THE TEFL INSTITUTE OF IRELANDJul, 2021- Nov, 2024 -
Teaching English as a Foreign Language (TEFL)
THE TEFL INSTITUTE OF IRELANDFeb, 2021- Nov, 2024 -
Marketing Tools: Digital Marketing
LinkedInNov, 2020- Nov, 2024 -
Telling Stories with Data
LinkedInNov, 2020- Nov, 2024 -
Time Management: Working from Home
LinkedInOct, 2020- Nov, 2024 -
Business Development: Strategic Planning
LinkedInAug, 2020- Nov, 2024 -
Communicating with Transparency
LinkedInAug, 2020- Nov, 2024 -
Content Marketing: Social Media
LinkedInAug, 2020- Nov, 2024 -
Creating Reports in Word 2016
LinkedInAug, 2020- Nov, 2024 -
Customer Service and Support During Economic Downturns
LinkedInAug, 2020- Nov, 2024 -
Problem Solving Techniques
LinkedInAug, 2020- Nov, 2024 -
Diploma in Cybersecurity
College of Management and IT (CMIT)Jan, 2020- Nov, 2024 -
Accredited Product Advisor
The Insurance InstituteFeb, 2019- Nov, 2024 -
Certificate in Professional Sales Advice
Institute of Technology, CarlowNov, 2018- Nov, 2024 -
PRINCE2 Foundation
APMG InternationalAug, 2015- Nov, 2024 -
CompTIA Security+
CompTIADec, 2015- Nov, 2024 -
PRINCE2 Practitioner
APMG InternationalNov, 2015- Nov, 2024
Experience
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Phorest Salon Software
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Ireland
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Software Development
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200 - 300 Employee
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Onboarding Specialist
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Feb 2023 - Present
• Ensuring that all processes and procedures are followed• Working with clients during their onboarding journey• Assist clients to get to know the system features• Ensuring clients have their system set-up correctly• Going through any concerns or questions that clients may need resolved• Using internal CRM systems
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Remote Customer Support Agent
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Sep 2021 - Feb 2023
• Investigation, diagnosis, and resolution of technical and service-related issues• Remotely connecting to resolve system issues• Troubleshooting system issues• Escalating issues to relevant areas.• Assisting with new features • Continuous self-improvement and learning experience in a troubleshooting environment• Being an excellent, detail orientated problem solver• SAAS support• Making use of Zendesk and TeamViewer• Making use of G-Suite• Making use of a variety of internal CRM systems • Providing excellent communication skills to provide service excellence to clients• Resolving clients issues and ensuring that solutions are communicated• Assisting clients with all system features• Technical support for card terminals • Making use of the payment platform Show less
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Zazzle
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United States
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Technology, Information and Internet
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400 - 500 Employee
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Remote Customer Service/Support Representative Level 2
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Aug 2020 - Sep 2021
• Checking and communicating any order updates efficiently and precisely • Assisting with the design of any items where necessary • Explanations and assistance of website navigation • Processing of returns, replacements, and cancellations of orders in a professional manner • Applying promotional offers where applicable • Quick learner, highly adaptable, with the ability to apply techniques required in a demanding environment • Exuding confidence with a professional demeanor when communicating with customers • Understanding and being compliant with company goals as well as delighting customers • Excellent communication and IT skills • High level of attention to detail, organisation, and multi-tasking • Successfully managing challenging situations in a diplomatic, empathetic and professional manner • Team player with the ability to work to own initiative • Strong attention to detail, multitasking, efficient and organised • Making use of chat, email and telephone to assist customers • Ensuring all customers are completely satisfied with their experience • Attaining KPI’s and Targets • Having a quiet and non-disruptive area to work from at home Project Work and Accomplishments Working on a project and categorising items into their correct areas. Dealing with NPS detractors and ensuring that customers are offered the correct resolutions and support in order to return them to Zazzle as customers. Worked a project titled studio 54. Assisting new staff offering shadowing of calls, emails and answering questions on a slack channel in relation to procedures and policies and how to respond to customers. Taking escalated calls and dealing with conflict resolution offering the correct resolutions and defusing the situation. Trained in design fixes for orders placed that need corrections on the design tool. Seasonal Customer Service/Support August 2021 Level 1 Customer Service/Support Full time January 2021 Level 2 Customer Service/Support promotion in April 2021 Show less
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IT Career Switch
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United Kingdom
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IT Services and IT Consulting
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200 - 300 Employee
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Information Technology Student
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Nov 2019 - Nov 2020
IT Career Switch November 2019 – Present Student • Studies of computers including live workshops, videos, and quiz scenarios • CompTIA A+ 2001 and 2002 • CompTIA Networking+ • Microsoft 70-680 TS Configuring Windows 10 • Microsoft 70-697 Configuring Windows Device • Cisco 100-105 ICND1 Interconnecting Cisco Network Devices • CompTIA Security+, • CYSA + • ITIL Foundation • Time management and systematic planning for studies Certificates for all courses completed through IT Career Switch. Show less
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Donohoe Town and Country
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Kilkenny, Leinster, Ireland
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Administrator
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Oct 2019 - Aug 2020
• Downloading photography • Editing photography • Brochure creation and editing • Printing of brochures in correct format making use of the correct paper and printing choices • Reception area operation • Typing of letters contracts and other general duties • Making use of Dictaphone software and typing memos • Facebook uploads for business updates of premises • Uploading and maintaining adverts on real estate websites • Dealing with general enquiries in relation to properties • Setting up viewing s as discussed with estate agent • Use of CRM system • Managing of diary for real estate agent • Ensuring messages are conveyed and priority is set to the most important messages • Prioritising tasks • Offering a high level of customer service in person and in telephonic discussions • Cash handling and receipt issuing • Responding to email requests and maintaining all business emails • Ensuring window displays are always changed around and fresh as well as the interior of the office • Ensuring filing is neat and up to to date and files are organized categorically • Ensuring compliance standards are enforced and maintained • Composing Valuations • Compiling a compliance report for 2019 as a project as well enforcing new organisation Project and Accomplishments Worked on a project developing a full compliance report for the companies files and enforced new policies on the filing system Show less
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Turas Nua
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Ireland
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Staffing and Recruiting
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100 - 200 Employee
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Recruitment and Development Advisor
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Aug 2018 - Oct 2019
• Supporting, challenging and guidance of progress • Delivering of presentations to groups • Managing and collecting data accurately • Maintaining up to date records • Administrative tasks • Use of Salesforce, Excel and Word • Compliance • Relationship development • One to one presentations • Interview advice and mock interview • CV management • Use of power point • Use of Sovren Projects and Accomplishments Sales Force Champion Attended Elevate Internal Training Trained fellow workers on training techniques Worked on the branches project of part-time workers training and development Worked with Employer Services team to locate and confirm employments Assisted office with monitoring monthly reports and contacting the candidates as required Offered a variety of training courses as I found relevant Training on computer use and also on speaking English using a number of aids Selecting candidates and presenting them for opportunities with our Employment Services Team. Show less
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Vhi
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Ireland
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Insurance
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700 & Above Employee
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Customer Care Sales Advisor
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May 2017 - Aug 2018
• Call Centre dealing with specialist customer service and retention. • Customer satisfaction. • Yearly renewal explanations and specialist knowledge. • Computer and Telephonic headset usage. • Specialist communications. • Intranet and excel usage. • Computer literacy to a high level making use of different computer applications. • Understanding of Health Insurance in Ireland. Projects and Accomplishments Promoted to the Sales Team from the Retention Team Continued assistance on the HealthPlus plans which required extensive knowledge. APA studies with the Insurance Institute of Ireland In-house training and knowledge on new products and policies Show less
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Franchise Owner
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Oct 2007 - Dec 2012
• Marketing the products in the shop to increase new clientele and to keep existing clientele returning. • Health and Safety requirements to be consistently maintained. • Training of Staff • Software packages • Stocktaking • Control of stock orders • Managing customer complaints • Cash management • Leadership abilities • Attention to detail • Organisational skills • The shop was managed well and made targets as per franchise projections. • I was able to make sure the staff were incentivised and made their best efforts to keep the store running well. • Training by the franchise company empowered me with skills to run a business and to deal with varying situations. (Certificates available on request) Show less
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Education
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2011 - 2016
The Open University
Bachelor of Science (B.Sc.) with honours, Computing and IT with Psychology as a second subject
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