Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Customer Support Systems Analyst

  • Sep 2023 - Present

  Dublin, County Dublin, Ireland Owning, maintaining, implementing and optimising all tools being used by our Customer Support team

• Customer Support Operations Analyst

  • May 2021 - Nov 2023

  Dublin, County Dublin, Ireland

• Account Executive

  • Sep 2018 - May 2021

  County Dublin, Ireland The way businesses talk to people online is broken. Intercom is fixing it. Intercom is the first to bring messaging products for sales, marketing & customer service to one platform, helping businesses avoid the stiff, spammy status quo and have real conversations that build real connections.

• Sales Development Representative

  • May 2017 - Sep 2018

  County Dublin, Ireland I am part of the Intercom's Sales team which enables our users both new and existing to succeed with us. I am focused on sourcing new Intercom users who want to join us on our mission to make Internet business more personal 😀 • Consultatively explore both new and existing client's needs in order to offer them the resources most suitable to their situation. • Respond to inbound and pursue outbound leads in order to generate new business. • Efectively tiering leads to ensure… Show more I am part of the Intercom's Sales team which enables our users both new and existing to succeed with us. I am focused on sourcing new Intercom users who want to join us on our mission to make Internet business more personal 😀 • Consultatively explore both new and existing client's needs in order to offer them the resources most suitable to their situation. • Respond to inbound and pursue outbound leads in order to generate new business. • Efectively tiering leads to ensure prioritizing opportunities with closing potential. • Strong alignment with both Account Executives and Relationship Managers to understand their priorities and use those to position opportunities for success. • Collaborate with Account Executives to develop targeted lists, call strategies, and messaging to drive quality opportunities for new business. • Work closely with Customer Support to enhance product knowledge to effectively help customers and ensure satisfaction. • Work cross functionally with our product teams to help them research, develop and build new tools in our product with a focus on Sales • Engaged in colleague development and mentoring. • Consecutively exceeded quota every quarter to date in my current role

• Customer Support Representative

  • Apr 2016 - Apr 2017

  Dublin, Ireland Originally joined the small customer support team helping both existing and potential customers with any problems or queries they had. By the time I was finished this team had grew 5x in size so my daily tasks included: • Being empathetic to our customers wants and needs • Identifying both existing and potential problems, then forming a plan of action to solve them effectively • Effectively managing conversations and customers expectations by prioritising in order of urgency •… Show more Originally joined the small customer support team helping both existing and potential customers with any problems or queries they had. By the time I was finished this team had grew 5x in size so my daily tasks included: • Being empathetic to our customers wants and needs • Identifying both existing and potential problems, then forming a plan of action to solve them effectively • Effectively managing conversations and customers expectations by prioritising in order of urgency • Build and maintain close relationships with our engineering teams which helped solve customer facing issues quicker • Collaborate with Management to build effective team developing methods • Work with team in other global offices to create effective workflows which the team could adhere to globally • Interviewing, onboarding and mentoring new colleagues • Participating at national and international events.



Allseas Fisheries Corp

• Senior Sales Associate

  • Oct 2013 - Sep 2015

  Toronto, Canada Area Worked with my team to both create and maintain a highly efficient workplace. Customers were our number one priority. In the morning we would refill the showcase with any missing stock, while also bringing out new stock. We would then clean the shop in preparation for the day’s business that was ahead. Throughout the day I was there to help my team by dealing with their queries and keeping their morale up so we were all in good spirits to be serving the customers. I was also there to mainly… Show more Worked with my team to both create and maintain a highly efficient workplace. Customers were our number one priority. In the morning we would refill the showcase with any missing stock, while also bringing out new stock. We would then clean the shop in preparation for the day’s business that was ahead. Throughout the day I was there to help my team by dealing with their queries and keeping their morale up so we were all in good spirits to be serving the customers. I was also there to mainly assist the customers with any wants, needs or complaints they had. If a situation such as this arose, I dealt with it in a courteous but professional manner. Show less



Hook Lighthouse Visitor Centre

• Senior Floor Manager/Tour Guide

  • Jul 2006 - Sep 2013

  Hook Lighthouse, Wexford, Ireland Responsible for daily operations, ensuring that everything ran smoothly, resolving any staff problems and boosting moral. Created an environment that fostered excellent team work. Given responsibility for opening and closing visitor centre, prepared for the next shift. Performed cash lifts for gift shop, café and tour office tills. Cashed up tills at end of day, ensuring accuracy and resolved any inconsistencies. Resolved any computer errors; used creative thinking and computer… Show more Responsible for daily operations, ensuring that everything ran smoothly, resolving any staff problems and boosting moral. Created an environment that fostered excellent team work. Given responsibility for opening and closing visitor centre, prepared for the next shift. Performed cash lifts for gift shop, café and tour office tills. Cashed up tills at end of day, ensuring accuracy and resolved any inconsistencies. Resolved any computer errors; used creative thinking and computer training. Dealt with customer queries and complaints in a professional and polite manner, maintaining customer satisfaction. Created and managed marketing campaigns, responsible for event management and organisation, including talent care, directing staff and controlling payments. Performed informed tours for up to 50 people, kept control of crowds and created a positive and enjoyable environment. Show less



Loftus Hall

• Senior Tour Guide

  • Jul 2012 - Sep 2012

  Hook Peninsula, Wexford, Ireland Assisted with re-opening of Loftus Hall, one of the most haunted houses in Ireland, after being closed for 30 years. Developed and presented guided tours of the hall for up to 50 people; trained other staff in tour script and procedures. Responsible for cash exchanged between customers and staff, accountable for petty cash. Resolved customers queries, maintained complete satisfaction and dealt with complaints.



Waterford Wolves American Football Club

• Player / Graphic Design

  • Oct 2011 - May 2012

  Waterford, Ireland In October of 2011 a new american football team was founded in Waterford. They were called the Waterford Wolves and as I was both an avid american football fan and studying in Waterford at the time, I am proud to say I was a part of the team from the very first training session when only twelve people showed up. I stayed with the team until May 2012 playing as a Quarterback and being the graphic designer for the team. My duties doing this involved creating, editing and mastering a logo for the… Show more In October of 2011 a new american football team was founded in Waterford. They were called the Waterford Wolves and as I was both an avid american football fan and studying in Waterford at the time, I am proud to say I was a part of the team from the very first training session when only twelve people showed up. I stayed with the team until May 2012 playing as a Quarterback and being the graphic designer for the team. My duties doing this involved creating, editing and mastering a logo for the team that would be used as our brand, as well as creating various posters and flyers for any upcoming events or fundraisers we had. Show less



Templars Inn

• Barman

  • Jul 2002 - May 2006

  Templetown, Wexford, Ireland Took drinks orders, food orders, served customers while maintaining a high standard. Stocked the bar every morning while controlling stock on a daily basis. Prepared bar for daily service, using slow periods to clean and organise fridges and work spaces. Created drinks and responsible for maintaining draft kegs, changed them when needed. Kept constant communication with fellow staff, assisted others and sustained a high morale.