Experience

ActiveCampaign

• United States
• Software Development
• 100 - 200 Employee

• Customer Success - Enablement Specialist

  • Dec 2021 - Present

  Dublin, County Dublin, Ireland - Conduct one-on-one training and strategy sessions for customers to help them learn how to use the ActiveCampaign platform and execute on their email marketing strategy - Provide strategic recommendations for how to achieve greater success, including uncovering growth opportunities - Cut down customer churns and elevate customer adoption of your product - Reach out to customers proactively for retention and upsell opportunities - Develop a deep understanding of the product to… Show more - Conduct one-on-one training and strategy sessions for customers to help them learn how to use the ActiveCampaign platform and execute on their email marketing strategy - Provide strategic recommendations for how to achieve greater success, including uncovering growth opportunities - Cut down customer churns and elevate customer adoption of your product - Reach out to customers proactively for retention and upsell opportunities - Develop a deep understanding of the product to recommend the software’s features and functionality that meet customers' specific business needs

• Product Support Specialist

  • Nov 2020 - Nov 2021

  Dublin, County Dublin, Ireland - Effectively resolve customer enquiries via email, chat, phone and screen sharing to diagnosing complex software issues in an accurate and timely manner - Compose thoughtful, personalised responses for a variety of customer requests. - Troubleshoot and identify root causes of customer problems using a variety of internal tools. - Proactively identify improvements to the product, identify and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer… Show more - Effectively resolve customer enquiries via email, chat, phone and screen sharing to diagnosing complex software issues in an accurate and timely manner - Compose thoughtful, personalised responses for a variety of customer requests. - Troubleshoot and identify root causes of customer problems using a variety of internal tools. - Proactively identify improvements to the product, identify and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience - Formulate alternative or unique solutions on technical scenarios to help clients achieve their goals and help them to utilize our platform - Keep on top of the latest news in regards to email marketing, deliverability and small business marketing in general - Maintain quality in a high velocity environment - Build upon ActiveCampaign’s goal of creating the best customer experience in the industry



Moroccan Craft Rugs

• Spain
• Textile Manufacturing

• Co-Founder & Product Owner

  • Sep 2019 - Present



Mastercard

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Technical Services Analyst

  • Dec 2019 - Nov 2020

  County Dublin, Ireland - Provide operational and technical support directly to bank entities - Analyzing a wide variety of issues, such as transactions analysis, authorization issues, clearing process, billing/fees and settlement checks, chargebacks incidents among others, to determine needed actions and follow up through resolution - Work with global corporate customers to complete service requests about Mastercard Core applications and products - VIP support to Premium customers, following up their cases… Show more - Provide operational and technical support directly to bank entities - Analyzing a wide variety of issues, such as transactions analysis, authorization issues, clearing process, billing/fees and settlement checks, chargebacks incidents among others, to determine needed actions and follow up through resolution - Work with global corporate customers to complete service requests about Mastercard Core applications and products - VIP support to Premium customers, following up their cases daily by a personalized manner. Setting up meetings periodically representing Mastercard to follow up special and complex cases, integration requests and advising about upcoming releases - Capture detailed and accurate information about issues, concerns, and enhancements related to APIs - Take ownership of escalations - Manage queues of incoming cases and distribute them to the corresponding team and delegating to team members - Partner with other departments to enhance collaboration efforts - Ensuring all cases are resolved in accordance with the company service level agreements (SLAs) Show less



Global Payments Inc.

• United States
• Financial Services
• 700 & Above Employee

• Senior Operations Analyst

  • Oct 2018 - Dec 2019

  County Dublin, Ireland - Support to developers during and after the integration process - Guide the merchant through the onboarding process establishing a good relationship with them from the beginning - Providing walk-through, making sure the merchant is getting the best out of the software - Troubleshooting technical issues and resolve business queries - Provide support for APIs and SDKs for inhouse developments in Java/PHP - Troubleshooting and support shopping carts configuration such as Magento… Show more - Support to developers during and after the integration process - Guide the merchant through the onboarding process establishing a good relationship with them from the beginning - Providing walk-through, making sure the merchant is getting the best out of the software - Troubleshooting technical issues and resolve business queries - Provide support for APIs and SDKs for inhouse developments in Java/PHP - Troubleshooting and support shopping carts configuration such as Magento, WordPress, Prestashop and Shopify - Setting up merchants with reporting and reconciliation tools - Having a comprehensive knowledge of payment systems and acquiring/issuer banks - Knowledge of the entire online payment services: currency conversion, 3DSecure, tokenization, fraud management, PCI DSS, etc. - Generate daily KPIs, SLAs, integration volume and performance reports - Training and mentoring Junior Operations Analysts

• Operations Analyst

  • May 2018 - Sep 2018

  County Dublin, Ireland



SiteMinder

• Australia
• Technology, Information and Internet
• 700 & Above Employee

• Service Desk Analyst

  • Jun 2017 - Apr 2018

  Galway, Ireland - Partners and Business to business customer support service via phone calls and emails - Technical support for booking engines, channel managers, property management systems, reservations and inventory issues - Assisting the business through the integration of the software, the connection with the channels, the Product Management System and during the onboarding - Identifying the customer requirements and troubleshoot any issues and guide them to set the correct configuration -… Show more - Partners and Business to business customer support service via phone calls and emails - Technical support for booking engines, channel managers, property management systems, reservations and inventory issues - Assisting the business through the integration of the software, the connection with the channels, the Product Management System and during the onboarding - Identifying the customer requirements and troubleshoot any issues and guide them to set the correct configuration - Ensuring all cases are resolved or escalated and properly logged in the CRM in accordance with the company service level agreements (SLAs) - Reaching to the solution, by meeting the customer expectations and the key performance indicators (KPIs) Show less



PTW

• United States
• Computer Games
• 700 & Above Employee

• Customer Support Tier 1.5

  • Dec 2016 - May 2017

  Glasgow, United Kingdom - Customer service and technical support for Rockstar Games via phone calls and emails - Handling questions, concerns and technical queries - Troubleshooting PC, PlayStation, Xbox, connectivity issues, bugs and security issues - Improving overall customer satisfaction in line with targets set by the employer



Teleperformance

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

• Senior Technical Support Tier 2

  • Jun 2014 - Sep 2016

  Athens, Greece - Customer service and technical support for Apple via phone calls and emails - Receiving escalations from the first line support to provide advanced troubleshooting - Research and analyse problems, then following-up the cases to resolution - Restoring and maintaining a solid customer relationship - Account security - Trainer for junior advisors



Anne-Axarquia Charity

• Teacher

  • Nov 2013 - May 2014

  Vélez-Málaga, Spain - Carrying out activities that contribute to the improvement of the capabilities and skills of people with special needs - Personal assistance to the users



Association Anne-Axarquía

• Administrative

  • Apr 2007 - Jun 2010

  Vélez-Málaga, Spain - Accounting revenue and expenses - Organizing and maintaining the files, documents and databases - Fundraising from individuals, businesses and governmental agencies - Customer service resolving general queries - Organizing workshops



Rebuilding and Constructions Pedro Jiménez

• Remodeling Manager

  • Oct 2006 - Mar 2007

  Vélez-Málaga, Spain. - Organizing, supervising and directing housing reforms - Monitoring the roles of 11 employees and 6 companies in the development of the construction of apartments in 4 different localization - Customer service



Franjago Distribuciones 2000

• Administrative

  • Mar 2006 - May 2006

  Vélez-Málaga, Spain. - Accounting - Customer service - Organizing files and documentation