Experience

HRLocker

• IT Services and IT Consulting
• 1 - 100 Employee

• Lead Development Representative

  • Oct 2022 - Present



GoContact

• United States
• Software Development
• 100 - 200 Employee

• Digital Marketing Admin

  • Apr 2022 - Jul 2022



Capita

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

• Project Escalations Officer

  • Apr 2017 - Feb 2022

  • Assisting business customers with a broad number of escalated billing issues, complaints and queries. • Dealing with escalation complaint calls and supervisor calls.• Writing triage reports for Irish Water’s credit committee on behalf of business customers.• Communicating with the clients in regards to complex cases and processes.• Organising and chairing triage meetings for other advisers. • Acting as a point of contact for advisers and managers for processes and procedures.• Providing 1-to-1 coaching to new and tenured agents for complex processes.• Escalations SME for model office during the Abtran to Capita transition in February 2021. • Acting as a grad bay coach (Giving training sessions, assigning work, providing feedback and motivating a group of newly hired team members).



Amazon

• United States
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Sep 2016 - Mar 2017

  • Answering phones, replying to emails and live chats.• Assisting customers with queries and dealing with complaints. • Liaising with colleagues, management and other companies to assist customers. • Contingency technical support for Amazon Alexa. • Answering phones, replying to emails and live chats.• Assisting customers with queries and dealing with complaints. • Liaising with colleagues, management and other companies to assist customers. • Contingency technical support for Amazon Alexa.