Experience

ARI

• Ireland
• Airlines and Aviation
• 200 - 300 Employee

• Retail Sales Professional @ Air Rianta International

  • Aug 2023 - Present

  Dublin, County Dublin, Ireland



Shopify

• Merchant Success Account Manager at Shopify Plus

  • Jul 2021 - Aug 2023

  Dublin



PayPal

• United States
• Software Development
• 700 & Above Employee

• Customer Success Manager Italy at PayPal

  • Jun 2019 - Jun 2021

  Dublin, Leinster, Ireland

• Senior Italian Business Outreach/Post Sales

  • Mar 2019 - Jun 2019

  Dublin, Leinster, Ireland

• Italian Business Outreach

  • Mar 2018 - Feb 2019

  Dublin B2B Outreach: • Handle a specific group of on-boarded and up-sold merchants in an effort to profile their business through the use of Salesforce • Protect PayPal revenue & prevent churn • Ensuring high customer satisfaction • Researching and problem solving in order to resolve merchant questions, concerns and issues • B2B Support: • Counselling merchants in regards to product developments and process improvements. • Serve as the single point of resolution for the… Show more B2B Outreach: • Handle a specific group of on-boarded and up-sold merchants in an effort to profile their business through the use of Salesforce • Protect PayPal revenue & prevent churn • Ensuring high customer satisfaction • Researching and problem solving in order to resolve merchant questions, concerns and issues • B2B Support: • Counselling merchants in regards to product developments and process improvements. • Serve as the single point of resolution for the customer within the B2B portfolio. • Conduct regular outbound contacts to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policies and processes, and facilitate them to activate transactions. • Stakeholder Management: • Collaboration with the PayPal Risk Department • Working in a team environment with strong team collaboration

• Associate Account Manager

  • Jan 2016 - Mar 2018

  Irlanda Increase revenue of SMB accounts through product up-sells, account expansion and co-marketing campaigns. Sell and promote PayPal online payment solutions to SMB Merchants (prospecting, negotiation, deal closure and postsales support). Personal Portfolio to develop with aroud 300 Italian accounts. B2B Customer AdviceManaging existing customers across different verticals in the medium merchants segment. Handling all operative queries by the merchants via inbound and outbound telephone calls… Show more Increase revenue of SMB accounts through product up-sells, account expansion and co-marketing campaigns. Sell and promote PayPal online payment solutions to SMB Merchants (prospecting, negotiation, deal closure and postsales support). Personal Portfolio to develop with aroud 300 Italian accounts. B2B Customer AdviceManaging existing customers across different verticals in the medium merchants segment. Handling all operative queries by the merchants via inbound and outbound telephone calls and emails and ensuring high customer satisfaction. Researching and problem solving in order to resolve merchant questions, concerns and issues B2B Support. Counseling merchants in regards to product developments and process improvements Stakeholder ManagementRelationship Management with business customers Liaison with the PayPal Risk Department .

• Senior Merchant Business Support Specialist

  • May 2014 - Dec 2015

  Dublin, Ireland As a Merchant Business Support Agent, my primary responsibilities are to provide telephone and email support to small and medium new merchant accounts. This position must understand the PayPal merchant and eBay auction suite of products and tools, and provide consultative advice to customers regarding the features and benefits of all PayPal products. As Business Support Agents I support and troubleshoot PayPal Product issues, I provide information and support regarding PayPal risk… Show more As a Merchant Business Support Agent, my primary responsibilities are to provide telephone and email support to small and medium new merchant accounts. This position must understand the PayPal merchant and eBay auction suite of products and tools, and provide consultative advice to customers regarding the features and benefits of all PayPal products. As Business Support Agents I support and troubleshoot PayPal Product issues, I provide information and support regarding PayPal risk policies and practices, educate customers concerning dispute processes, and assist in determining resolution for customers. I respond to inbound service requests and merchant inquiries routed to the Merchant Services Department via telephone and email in a knowledgeable and timely fashion. Serve as the single point of resolution for the customer. Assist the merchant in the selection of the correct PayPal product for their business needs. Provide consultative advice on products or features that would benefit the Merchants through Upsell or Outreach campaigns. Escalate customer contacts as necessary. Forward customer feedback regarding feature requests, product gaps, and policy and process pain points. (10%) Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers. (10%) Conduct regular outbound contacts to deliver merchant education via telephone and email. Ensure new merchants acknowledge general PayPal related policies and processes, and facilitate them to activate transactions. (20%) Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations. (10%)



Barclays Corporate & Investment Bank

• United States
• Financial Services
• 700 & Above Employee

• Sales and Customer Service Executive

  • Feb 2013 - Feb 2014

  Irlanda • Diligently answer telephone calls and achieve the requisite incoming call targets; • Processing credit card applications on a daily basis; • Review customer identification documents and bank details to ensure security is regulated and maintained; • Issue credit cards and bank statements to customers on a monthly basis; • Receive and deal with all types of prospects queries; • Dealing with inbound and outbound customer queries, complaints and requests on a regular… Show more • Diligently answer telephone calls and achieve the requisite incoming call targets; • Processing credit card applications on a daily basis; • Review customer identification documents and bank details to ensure security is regulated and maintained; • Issue credit cards and bank statements to customers on a monthly basis; • Receive and deal with all types of prospects queries; • Dealing with inbound and outbound customer queries, complaints and requests on a regular basis; • Negotiating with customers in selling products and aim to achieve weekly and/or monthly sales targets; • Liaising with Supervisors, Team Leaders and Managers and reporting discrepancies and problems in respect of credit cards and fraud; • Maintaining accurate records of customers, bank details, and sales and ensuring compliance with Data Protection is maintained and secure at all times; • Record sales and submit copies of same to Team Leaders; • Negotiate the terms of agreements with customers and aim to finalise sales; • Providing advice and guidance on product selection to customers on a daily basis; • Updating customers with information and clarification on wire transfers such as SEPA; • Liaising with other departments, to include fraud, chargeback and external third parties to achieve resolution of customer queries; • Selling bank products and services to customers and transferring acquisitions to other personal accounts; Show less



Hotel Palombella

• Front Desk Receptionist

  • Jun 2011 - Dec 2012

  Frosinone, Italia • Answering telephone; Directing calls to other staff members; • Providing basic information to callers and via email; Receive and sort incoming mail; • Draft letters and emails; Liaising with Managers and suppliers; • Greeting and welcoming guests; Entering details into the computer; • Collecting payments Schedule appointments; Preparing staff weekly roster; • Designing Brochures; Managing and designing Company website; • Managing advanced and electronic reservations; General… Show more • Answering telephone; Directing calls to other staff members; • Providing basic information to callers and via email; Receive and sort incoming mail; • Draft letters and emails; Liaising with Managers and suppliers; • Greeting and welcoming guests; Entering details into the computer; • Collecting payments Schedule appointments; Preparing staff weekly roster; • Designing Brochures; Managing and designing Company website; • Managing advanced and electronic reservations; General administrative and clerical duties; • Schedule appointments; Organise conference and meeting room bookings; • Tidy and maintain the reception area; Preparing and organizing the breakfast room; • Managing advanced and electronic reservations to include “Booking.com; Opodo; Trivago; Venere; HRS; Expedia”. Show less