Experience

Circet IRE & UK

• Ireland
• Utilities
• 700 & Above Employee

• Help Desk Support Technician

  • Jun 2021 - Present

  Telecommunications Service Provider Telecommunications Service Provider



The Middleshop (Hannigan Holdings Ltd.)

• Leixlip, Co. Kildare

• Barman

  • Dec 2017 - Aug 2019

  General bar duties, which include opening up, counting the cash at the end of the night and locking up. General bar duties, which include opening up, counting the cash at the end of the night and locking up.



Glanbia Performance Nutrition (GPN)

• United States
• Food and Beverage Services
• 700 & Above Employee

• Customer Service Advisor

  • May 2017 - Nov 2017

  - Inputting customer orders and sample orders received from the Commercial Team and from customers to SAP. - Supporting a field based Commercial Team. - Processing Debits and Credits for order shortages, for damaged stock, incorrect pricing etc. - Sending Invoices, Packing Lists, POD’s etc. to customers when requested. - Working closely with Logistics, International Warehouses, Planning, Distribution and Transport Teams for planning orders, checking stock availability etc. - Working with the Finance Team regarding credit blocked orders, account blocks etc. - Processing of complaints for both consumer and distributor, to included escalation to the QA Team and updating the consumer or the distributor of the outcome of the investigation. Show less



The Springfield Hotel (Hannigan Holdings Ltd.)

• Leixlip, Co. Kildare

• Barman

  • Feb 2017 - May 2017

  General bar duties, which include opening up the hotel bar, serving food and drinks, cashing up and locking up. General bar duties, which include opening up the hotel bar, serving food and drinks, cashing up and locking up.



HIESTAND SCHWEIZ AG

• Switzerland
• Food and Beverage Manufacturing
• 100 - 200 Employee

• Telesales Agent

  • Feb 2016 - Dec 2016

  This position was initially a 6 month fixed term contract for maternity cover. The contract was extended by 4 months. I worked as part of the Food Services Team, processing both inbound and outbound calls. We examined individual customer needs and offered advice before processing orders. I managed and maintained a call plan which had a broad portfolio of customers, such as Cafes, Catering Companies, Hotels, Restaurants, Schools and Canteens. Our team worked closely with the Retail Team and we were trained to take inbound calls from Retailers, as well as for Food Services customers. Duties & Responsibilities: - Inputting customer orders for inbound and outbound calls using SAP. - Managing and maintaining an outbound call plan. - Order tracking, uplifts, emergency orders and other general duties to ensure the highest standard of customer service. - Selling and up-selling to new and existing customers. - Building relationships and identifying customer needs effectively to ensure customer expectations are met. - Maximising all sales opportunities through excellent product knowledge and by understanding industry trends and activities. - Meeting sales targets and working in conjunction with the sales team to maximise sales. - Office support for the field based Business Development Team. Show less



JTI (Japan Tobacco International)

• Switzerland
• Tobacco Manufacturing
• 700 & Above Employee

• • Aug 2013 - May 2015

  Based in the office, and working as part of the Planning & Development Team, my primary role was to support a team of field based Marketing Activation Managers (MAMs). Duties & Responsibilities:- I was responsible for the administration of exclusivity payments, which included maintaining payment records, scanning and filing all contracts, checking contracts for accurate completion and maintaining contract templates, answering payment queries from the MAMs and running SAP reports as required. - Uploading the Marketing Activation Plans to Sharepoint, where I was responsible for the Workflow Process between departments.- I was the Account Manager for two corporate accounts, Croke Park and The 3Arena. I was responsible for ordering and distributing all tickets, which were then used for activation purposes.- Departmental Filing, which included maintenance of accurate records for any files sent to off-site storage.- Consumer Complaints, which involved working closely with the Brand Team, the Legal Team and the Corporate Affairs Team. - SAP Regression Testing.- Web Publisher for the company Intranet.- Purchase Requisitioner.- Safe Key holder, of which there were two, for our office. Show less

• • Sep 2008 - Aug 2013

  My primary role with this FMCG Company was Telesales. This role involved processing cigarette/tobacco orders for JTI customers. Duties & Responsibilities:- Processing orders for Retailers and Wholesalers using Siebel. The majority of these orders come through the inbound call queue but some orders were received via fax and email too. Customers who prefer an outbound call service weekly, fortnightly or monthly were also accommodated.- Helping the Customer Service Team when required. This involved answering queries such as tracking orders, dealing with order shortages, sending copies of invoices to customers and answering any other general queries that customers may have. - I was trained as a Power User for SAP. Some of the duties associated with this role included manually processing the order run if the automatic overnight process failed, testing the system before updates are rolled out (SAP Regression Testing) and any other ‘ad-hoc' activities that required the input of a Power User.- I was also appointed as the Web Publisher for the Consumer & Trade Marketing department. This project involved helping a team to get the local Intranet up and running for the Irish market, and any administration and publishing requirements thereafter. - I provided training to any new staff in our department.- I was the 'go-to' person for any system issues and handled all escalations where required.- JTI provided extensive training including workshops for sales and team development. - I had numerous KPIs such as call rate (inbound and outbound), and influence objectives such as up-selling and brand launches. Show less



Truvo Ireland Ltd.

• St. Martins House, Waterloo Road, Dublin 4

• Advertising Consultant

  • May 2008 - Aug 2008

  This was a 3 month fixed term contract. I was working as part of the Golden Pages, Telesales Team. I was assigned a portfolio of existing customers and was in charge of their accounts for the 2008 Canvass of the Golden Pages Directory. Duties & Responsibilities: - Offering advice to customers regarding their advertising and tailoring their advertising to suit their business needs. - Up-selling customers bigger adds where possible. - Sending proposals to customers, converting proposals to contracts and then processing the adds once the contracts were received back (signed by post, digitally signed or by verbal contract). - Generating new business by finding leads and making outbound calls to companies that were not assigned to any other Rep. Show less



IPA

• Australia
• Staffing and Recruiting
• 700 & Above Employee

• Provisioning/Service Desk; Inbound/Outbound Role

  • Aug 2007 - Nov 2007

  Please note, that when I travelled to Australia in 2007, I was limited to working a maximum 3 month period for any one company, as outlined by the conditions of my VISA at this time. This period was changed to 6 months at a later stage of my stay in Australia. Hotkey Internet Services, Provisioning/Service Desk - Duration: 2 months: I spent one month working as part of the Hotkey Provisioning Team, after which I spent another month working on the Hotkey Service Desk. My responsibilities included; Processing new broadband connections, speed changes and customer relocations. Telephone support for Hotkey Franchisees who were having problems with the provisioning side of the orders. Helping customers with account queries and also Level 1 Technical Support. Support was on dial-up and broadband connection problems, email problems etc. I also upgraded customers' plans and set up new connections as part of this varied role. UCMS, Inbound/Outbound Role - Duration: 5 weeks: This position was with UCMS. This contract was for 5 weeks, working on a Government campaign called ‘Netalert' (Protecting Australian Families Online). My responsibilities included; Answering inbound queries on Internet safety with regards to children accessing the internet. I directed callers to the ‘Netalert' website where they could download an Internet Content Filter which was supplied for free by the Australian Government. Also, making outbound calls to public libraries, schools & councils to check if they already had any filters installed. If they did not already have a filter, I would give advice and also direct them to the ‘Netalert' website for more information, and where the filters could be downloaded for free. Show less



Hays Recruitment

• Level 21, 360 Collins Street, Melbourne VIC 3000, Australia

• Switch Operator/Personal Loans Consultant/Customer Service Rep. (+2 other positions)

  • Jul 2005 - Jul 2007

  AMP, Switchboard Operator - Duration: 3 months This was a one-month contract to help out with a high volume of switchboard calls generated by an advertising campaign. My job was to answer calls that came through the main AMP switchboard and filter them through to either the requested person or relevant department. ANZ, Personal Loans Consultant - Duration: 6 months I was hired by ANZ initially to pilot a new project, which was an outbound role. The project involved contacting ANZ customers whom had fallen just outside the banks criteria to provide them with a standard rate loan and offer them another product instead. If they were interested, I made the relevant changes to the application and then sent it back for re-assessment. When this project finished I became part of the Inbound Personal Loans Sales Team. This involved taking inbound calls and processing applications for personal loans. I also worked as part of the Fulfilment Team for a few weeks during a busy period. Superpartners (ARF), Customer Service Rep. - Duration: 3 months As part of the Customer Service Team I answered queries with regards to clients Superannuation. Calls ranged from balance enquiries to checking that companies were paying clients Superannuation as required. The role also involved completing customer correspondence via FAX and Email, for example updating address details and updating beneficiaries etc. AXA, Outbound Call Representative - Duration: 3 months This role involved contacting Financial Planners, Financial Advisors and AXA Staff members to update their username/password details for logging into the AXA website. GE Money, New Credit Card Applications Team - Duration: 1 month This role involved setting up new credit card accounts on the system for Agents on site at various shopping centres across Australia. It involved processing applications and advising the Agent of the outcome. Show less



The Ryevale Tavern/Ozone Nightclub (Hannigan Holdings Ltd.)

• • May 2003 - Apr 2005

  General bar duties, which also included opening up, counting the cash at the end of the night and locking up.

• • Sep 1996 - May 2003

  Part-time Barman.



eir Ireland

• Ireland
• Telecommunications
• 700 & Above Employee

• Corporate Support Representative

  • Feb 2000 - May 2003

  Please note, I had worked for Indigo for 2 years and 1 month prior to this position with Eircom Net. Indigo was then taken over by Eircom. This job involved telephone support for our corporate clients and resellers on both hardware and software products that we supplied. - These included routers (Zyxel and also some Cisco experience), firewalls (Sonic Firewalls) and mail servers (Cmail, MDaemon and MS Exchange). - It also included support on boxes such as The Whistle Interjet and The Go Link (client configuration as well as server configuration). - Part of this role included answering queries/problems via Email. I also completed the Microsoft Networking Essentials MCP during my time with this company. Show less



Indigo

• Fitzwilliam Lane, Dublin 2

• Technical Support Representative

  • Feb 1998 - Feb 2000

  This job involved telephone support for home users having internet related problems. The position included troubleshooting the following common problems over the phone: - Connection issues. - Browsing issues. - Sending and receiving emails. - Answering queries and offering support via email also. This job involved telephone support for home users having internet related problems. The position included troubleshooting the following common problems over the phone: - Connection issues. - Browsing issues. - Sending and receiving emails. - Answering queries and offering support via email also.



AOL

• United States
• Software Development
• 700 & Above Employee

• Technical Support Representative

  • Dec 1996 - Feb 1998

  This job involved telephone support for home users experiencing the following issues: - Connecting to the Internet. - Problems browsing the web. - Sending and receiving emails. - Answering queries and offering support was via Email. - Answering queries via a web based chat room called ‘Tech Chat'. This job involved telephone support for home users experiencing the following issues: - Connecting to the Internet. - Problems browsing the web. - Sending and receiving emails. - Answering queries and offering support was via Email. - Answering queries via a web based chat room called ‘Tech Chat'.