Experience

eDesk

• Ireland
• Software Development
• 1 - 100 Employee

• Product Manager - Repricer.com

  • May 2023 - Present

  Derry & Strabane, Northern Ireland, United Kingdom

• Product Owner - Repricer.com

  • Dec 2021 - Apr 2023

  - Coordinating development team, agile sprint flow and task assignment - Assisting Product Manager in their role as well as liaising with Executive level team - Coordinating and supporting an active team of Sales and Customer Success Managers - Spec'ing out and proposing new features, improvements and app updates - Designing new and updated screens for production side use - Investigating escalated bugs and issues before they reach the development team - Prioritising and… Show more - Coordinating development team, agile sprint flow and task assignment - Assisting Product Manager in their role as well as liaising with Executive level team - Coordinating and supporting an active team of Sales and Customer Success Managers - Spec'ing out and proposing new features, improvements and app updates - Designing new and updated screens for production side use - Investigating escalated bugs and issues before they reach the development team - Prioritising and balancing need for new features, maintenance of existing features and bug removal - Production of Customer Education material including video and knowledgebase content - Hosting regular customer facing webinars and training workshops - Developing and maintaining regular reporting using SQL and other services

• Technical Support Manager

  • Sep 2019 - Dec 2021

  - Managing a close knit team of highly technical support agents - Liaising with leadership of Development, Sales, Customer Success and Product departments - Coordinating with various teams to ensure timely resolution of issues and bugs - Ensuring a high level of team excellence through targeted KPIs and OKRs - Spec'ing improvements and new features for rollout into production - Identifying and improving team processes for greater efficiency - Developing SQL reports as and… Show more - Managing a close knit team of highly technical support agents - Liaising with leadership of Development, Sales, Customer Success and Product departments - Coordinating with various teams to ensure timely resolution of issues and bugs - Ensuring a high level of team excellence through targeted KPIs and OKRs - Spec'ing improvements and new features for rollout into production - Identifying and improving team processes for greater efficiency - Developing SQL reports as and when required for high value clients or internally - Developing scripts to automate processes via API and direct database connection - Developing and deploying team rotas, leave allowance and schedules



Lucid Interactive

• United Kingdom
• Software Development

• Customer Service Manager

  • Nov 2013 - Sep 2019

  - Managing a close knit team of highly skilled individuals - Coordinating the companies Customer Support, Customer Success, Technical Support and Sales endeavours - Ensuring a high level of team excellence through targeted KPIs and regular review of work - Coordinating with various teams to ensure timely resolution of issues and bugs - Coordinating with various team to ensure a smooth onboarding of new large and high value clients - Liaising with leadership of Development and… Show more - Managing a close knit team of highly skilled individuals - Coordinating the companies Customer Support, Customer Success, Technical Support and Sales endeavours - Ensuring a high level of team excellence through targeted KPIs and regular review of work - Coordinating with various teams to ensure timely resolution of issues and bugs - Coordinating with various team to ensure a smooth onboarding of new large and high value clients - Liaising with leadership of Development and senior management on a daily basis - Developing and deploying team rotas, leave allowance and schedules - Spec'ing improvements and new features for rollout into production - Directing product development through customer feedback - Identifying and improving team processes for greater efficiency - Developing SQL reports as and when required for high value clients or internally - Developing SQL Stored procedures to automate processes such as report generation, imports and custom operations for high value clients and internally. - Developing scripts to automate processes via API and direct database connection - Maintaining and deployment of companies Amazon AWS and Microsoft Azure online infrastructure - Coordinating with marketing on new creation and rollout of new initiatives and campaigns - Holding responsibility for office administration tasks including regular servicing, cleaning, and general upkeep - Responsibility for investigation and implementation of companies GDPR policies as Information Commissioner - Responsible for hiring of new team members to the customer support team and assisting with hiring of new employees into other departments

• Customer Support Executive

  • Jan 2012 - Nov 2013

  - Ensuring a high level of Customer Service for clients via email, chat or telephone - Working closely with clients to identify issues and educate them in the best operation of the system - Onboard new clients into highly advanced SAAS applications - Hold responsibility for a sales, support and customer success pipelines simultaneously - Coordinate with development on implementation of new features and improvements to grow conversation rates and reduce client churn - Coordinate… Show more - Ensuring a high level of Customer Service for clients via email, chat or telephone - Working closely with clients to identify issues and educate them in the best operation of the system - Onboard new clients into highly advanced SAAS applications - Hold responsibility for a sales, support and customer success pipelines simultaneously - Coordinate with development on implementation of new features and improvements to grow conversation rates and reduce client churn - Coordinate with marketing on new ad-copy and campaigns - Produce new help content (video, online and documentation) for existing and new clients - Deliver regular webinar presentations on our SAAS applications



Cybertopia Studios

• Community Manager

  • Dec 2009 - Oct 2016



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Lead

  • Jun 2010 - Jan 2012

• Customer Service Representative

  • Sep 2009 - Jul 2010



Cybertopia Studio

• Team Lead

  • Nov 2008 - Dec 2009



Steam Global Solutions

• Team Lead

  • Apr 2008 - Mar 2009

• Customer Service Representative

  • Oct 2007 - Apr 2008