Experience

Intercom

• United States
• Software Development
• 700 & Above Employee

• Senior Manager Customer Support

  • Nov 2021 - Present

  Dublin, County Dublin, Ireland

• Manager, Customer Support

  • Sep 2018 - Nov 2021

  Dublin, Ireland

• Associate Manager, Customer Support

  • Oct 2017 - Nov 2021

  County Dublin, Ireland

• Customer Support Lead

  • Jul 2016 - Oct 2017

  County Dublin, Ireland



Hailo

• Technology, Information and Internet
• 1 - 100 Employee

• Customer Service Manager

  • Jan 2015 - Jul 2016

  Dublin My role involves managing the Business Support Team, dealing with a large number of customer and driver cases on a daily basis. Analysing all customer service related data with the aid of weekly reports, aiming to optimise the way we deal with these cases, and how we can reduce the issues facing drivers and customer on a regular basis. Identifying potential customer dissatisfaction, coordinating with other internal support functions to improve the customer… Show more My role involves managing the Business Support Team, dealing with a large number of customer and driver cases on a daily basis. Analysing all customer service related data with the aid of weekly reports, aiming to optimise the way we deal with these cases, and how we can reduce the issues facing drivers and customer on a regular basis. Identifying potential customer dissatisfaction, coordinating with other internal support functions to improve the customer experience. Diagnosing technical issues, escalating where necessary. Prioritising support based on the severity of the issue. Identifying opportunities to improve processes, communication and efficiency.

• Business Support Specialist

  • Apr 2014 - Jan 2015

  Dublin • Manage customer relationships and solve customer queries • Identify potential customer dissatisfaction, coordinating with other internal support functions to improve the customer experience • Monitor systems to proactively reach out to customers who have experienced issues • Enhance online knowledge base as new features and questions arise • Prioritise support based on severity of issue • Diagnose technical issues, escalating where necessary •… Show more • Manage customer relationships and solve customer queries • Identify potential customer dissatisfaction, coordinating with other internal support functions to improve the customer experience • Monitor systems to proactively reach out to customers who have experienced issues • Enhance online knowledge base as new features and questions arise • Prioritise support based on severity of issue • Diagnose technical issues, escalating where necessary • Identify opportunities to improve processes, communication and efficiency



GCN (Gay Community News)

• Ireland
• Book and Periodical Publishing
• 1 - 100 Employee

• Web Development/Social Media Development

  • Dec 2012 - Apr 2014

  Dublin, Ireland Aiding in development of website, phone and tablet application & social media development.



Self Employed Music Teacher

• Music teacher

  • 2004 - Jan 2014

  I teach beginners/intermediate guitar to all ages as well as secondary school music classes.



Musician Composer

• Musicians
• 400 - 500 Employee

• Musician

  • 2002 - Jan 2014

  Dublin, Ireland Released Debut EP “Eradication” at the age of sixteen in 2003 and sold over 3000 copies worldwide. Released self-titled debut album in 2006 which was released in 23 countries worldwide, has gained radio and TV play. Released live acoustic album “An Irish Girl in Paris” in 2007 which has also gained radio and TV play. Radio and TV appearances from 2003 – present. Along with my manager Aimon I set up the Independent Label “TTR”. I have worked with a long line of… Show more Released Debut EP “Eradication” at the age of sixteen in 2003 and sold over 3000 copies worldwide. Released self-titled debut album in 2006 which was released in 23 countries worldwide, has gained radio and TV play. Released live acoustic album “An Irish Girl in Paris” in 2007 which has also gained radio and TV play. Radio and TV appearances from 2003 – present. Along with my manager Aimon I set up the Independent Label “TTR”. I have worked with a long line of musicians from 2003 to present. Nominated for Meteor Ireland Music Award 2008. Show less



IKEA

• Netherlands
• Retail
• 700 & Above Employee

• Sales Worker

  • Jun 2009 - May 2012

  Ireland Responsible for ordering stock, customer service, sales and marketing.



TT Records

• Administration

  • May 2003 - Sep 2006

  Ireland Online marketing, booking gigs, administration and secretarial duties. Web design, poster design & other graphic design related tasks.