Guest Experience Manager

• Nov 2022 - Present

Guest Experience Executive

• May 2022 - Nov 2022

Brand Brewery is a global brand experience agency that creates captivating communications to increase brand awareness. Exceptional customer service exists at the core of the company, and with a background in creating both live and virtual events, Brand Brewery continually explores new and innovative ways to bring clients' brand messages to life.My role while working with Brand Brewery was as a Guest Experience Executive, where my duties spanned from:● Assessing client needs and developed plans to effectively address current and future objectives within the project.● Generating detailed reports at agreed intervals which effectively presented the status of registrants on the CMS.● Creating and managing project timelines to ensure all milestones were recorded and delivered on time and met clientexpectations.● Chairing client meetings to communicate the development of the project, address and resolve any client queries, andmanage their expectations.● Implemented daily standup meetings within the immediate team to improve communication and knowledge sharingbetween internal members.● Maintaining a professional demeanor during live events to allow guests to feel welcomed, relaxed, and taken care of.

Senior Business Analyst

• May 2021 - May 2022

Pipelyne is the ultimate e-commerce tool for home service businesses, guaranteeing companies more leads and revenue while incurring zero additional marketing spend. Born from its parent company Swyft Energy, Pipelyne was created to support home service industries worldwide through its innovative licensable software. I continued my journey in the IT industtry as a Senior Business Analyst with Pipelyne. My duties throughout my time here included:● Collaborated on all stages of the software development life cycle from requirement gathering to production releases to produce a disruptive lead generation platform suitable to license as a SaaS platform.● Gathered customer feedback through focus groups and observational research, and paired this with external 3rd party studies to create and present new solutions that were implemented as innovative features for the SaaS platform.● Brainstormed with peers and other members of the design team to determine enhancements that upheld branding guidelines, to ensure consistency of the product throughout all areas.● Owned, refined, and prioritsed the product backlog while resolving developer queries to ensure project deliverables were met and not negatively impacted.● Implemented Agile management ideals by facilitating exercises such as sprint planning and team leading stand-ups.● Managed project timelines and communicated with management staff, clients, and external international teams of various time zones to ensure the timely release of new features.

Junior Business Analyst

• Aug 2019 - May 2021

Swyft Energy simplify the installation of energy products in the home through their innovative technology and network of experienced engineers.I began my journey in Swyft Energy as a Junior Business Analyst, where I worked closely with management to improve overall business performance. Some highlights of my time here include:●Liaised with department executives and applied problem-solving skills to analyse and resolve issues impacting business operations and goal achievement.●Utilized data querying, visualization, and analytical tools to communicate business insights and trends arising from complex data sets.●Led a discovery process to establish the concerns relating to scheduling installations and created a solution which when implemented, reduced internal mistakes, improved scheduling accuracy, and empowered consumers to schedule their own installation.●Facilitated the migration of data from one CRM system to another while supporting users with the transition.●Improved and maintained Microsoft D365 processes and workflows after gathering extensive requirements from users to ensure the platform supported multiple product offerings and met the needs of the organisation and daily users.●Performed data cleansing exercises to ensure the integrity of the data was upheld, which allowed the relevant stakeholders regain control of customer records.●Partnered with the marketing team to ensure the smooth launch of a new company website which saw the company's lead conversion rates increase from the industry standard of 6% to 14%.●Experienced with carrying out keyword research to aid the creation of Google Ads targeting specific users for strategic promotions.●Generated automated reports detailing business performance and the effectiveness of marketing campaigns, including campaign performance, customer interaction, and engagement trends.●Trained and supported business users in new business processes and IT systems introduced to streamline their daily tasks.

BIS Social Officer

• Sep 2018 - May 2019

The Business Information Systems Society is one of UCC's most innovative societies on campus. Specifically created to cater to the undergraduate and postgraduate students whom study BIS, the society aims to run educational and social events to create both a learning environment where students can mingle and expand their social and professional networks.I was nominated and subsequently elected as the social officer by the students of BIS during my final year in UCC. Duties Included:● Attended weekly meetings with the BIS committee, which was made up of officers from each academic year.● Planned multiple social events that catered for the students and faculty of BIS, the highlights of which included the BIS Cup Social and BIS Ball.BIS Cup Social: ● Organised a social event for all attendees of the BIS Cup to celebrate the end of the soccer league. ● Ticketed the venue to ensure the arrival of up to 300 attendees while also arranging with the venue to provide concessions to each participant.● Coordinated a prize giving ceremony during which participants were presented with awards for their achievements.BIS Society Ball:● Organised the society’s annual themed ball that catered for over 500 students and staff of the BIS department.● Created and managed revenue streams that generated the €10,000 budget to fund the event.● Coordinated with the venue and vendors to ensure the timely delivery of props, equipment, and services.● Liaised with the promotional team to design the graphics for marketing the event via social media and print advertising.

Microsoft Excel Tutor

• Sep 2018 - Apr 2019

In the final year of Business Information Systems, final year students are given the opportunity to become tutors to the student’s who wish to improve their technical skills. The tutorials consist of practical activities to complete along with assignments allocated by the module lecturer. As a tutor, I was designated to teach 1st BIS year students and Postgraduate MIMAS students Microsoft Excel. This involved 2 lab sessions per week per group to an average of 70 students per session.Duties Included:● Planning tutorials for allotted time frames to ensure the assigned material was covered within each semester.● Assessing students' progress throughout tutoring sessions and adjusting our teaching approaches where necessary.● Collaborating with coordinators and lecturers to deliver progress updates bi-weekly.

IRM Audit

• Mar 2018 - Aug 2018

KPMG’s network of IRM professionals are committed to helping their clients manage the technological, operational, security and business issues critical to a controlled IT environment. They do so by offering established methodologies and strategies in authorization, security and data protection, automated controls in business applications, IT and Corporate Governance and Regulatory Compliance and project advisory and business continuity.Duties Included:● Developed an understanding of the company’s audit methodology, tools and standardised approach taken when carrying out IT audits, while working under the supervision of licensed auditors.● Carried out advanced data and analytics using Microsoft Excel to aid the tax departments, under time constraints and deadlines.● Established and maintained good relations with clients through attending briefings client side.

BIS Secretary

• Sep 2017 - May 2018

The Business Information Systems Society is one of UCC's most innovative societies on campus. Specifically created to cater to the undergraduate and postgraduate students whom study BIS, the society aims to run educational and social events to create both a learning environment where students can mingle and expand their social and professional networks.I was elected as the societies secretary by my peers for the academic year 2017/2018.Duties Included:● Attended weekly meetings with the BIS committee, which was made up of officers from each academic year.● Managed communications between students and faculty to ensure all queries were addressed in a timely manner.● Carried out administrative duties consisting of recording the weekly meeting minutes and registration for events run by the committee which included the BIS Cup, BIS Ball and CoderDojo.

Retail Sales Assistant

• May 2017 - Aug 2017

Quiet Storm is one of the largest surf shop franchises in Ocean City, Maryland who take pride in creating unique, one-of-a-kind saltwater-inspired apparel and accessories for the entire family.My time as part of the Quiet Storm team was heavily team oriented with the shared goal of creating a positive sales experience for customers. Duties Included:● Organized store merchandise racks and displays to promote and maintain visually appealing environments.● Worked closely with shift managers to solve problems and handle customer queries in order to maintain a high level of customer satisfaction and repeat business.● Handled customer transactions daily which involved taking monetary and card payments. ● Effectively communicated with other branches of the store to track down hard-to-find merchandise to fulfil customers wishes.

Waitress

• Oct 2016 - May 2017

Scoozi's is a family-owned, family-run popular restaurant in the heart of Cork City who pride themselves on homemade cuisine at affordable prices served in a fast and friendly manner. Their casual, lively restaurant is popular with diners of all ages and parties of all sizes.Duties Included:● Relayed customer orders to kitchen staff and delivered meals and drinks quickly and efficiently in a constant lively environment.● Resolved customer concerns and queries to ensure a positive dining experience was enjoyed by all attending the establishment.● Trained new hires by educating them on the menus, processes and shared team goals to help immerse them into the workplace under time constraints.

Waitress

• Nov 2012 - Aug 2016

Blarney Castle Hotel is a family-owned, family-run establishment located adjacent to the monumental Blarney Castle. Hosting a variety of guests from internationals to nationals to locals, the hotel is well known for its warm welcome, lively atmosphere and friendly staff.My time working in the Blarney Castle Hotel was spent catering to clients residing in the hotel and customers visiting the restaurant and bar for the renowned dining experience.Duties Included:● Organizing and serving large scale events such as birthday parties, funerals, and christenings that catered for upwards of 250 guests, often with limited notice.● Attending to customer requests and criticisms to maintain a high level of customer satisfaction and sustain a high percentage of repeat business.● Mentoring new hires by providing training, support, and advice to seamlessly integrate them into the workplace and to ensure they were knowledgeable about the menus, processes, and workplace ethos.● Serving breakfast, lunch and dinner and drinks to customers efficiently during busy periods.

First Year Representative

• Sep 2015 - May 2016

The Business Information Systems Society is one of UCC's most innovative societies on campus. Specifically created to cater to the undergraduate and postgraduate students whom study BIS, the society aims to run educational and social events to create both a learning environment where students can mingle and expand their social and professional networks. I was elected as First Year Representative in my initial year of attending UCC, to campaign for the collective needs of the first year BIS students. Duties Included:● Attended weekly meetings with the BIS committee, which was made up of officers from each academic year.● Relayed collective feedback from the first year BIS students relating to social and educational events to the committee.● Raised awareness for upcoming events being run by the society through social media and class announcements. ● Facilitated in the running of committee events such as the BIS Ball, BIS cup, and BIS conference.