Aaron Langan Email & Phone Number

Ireland

Cork, County Cork, Ireland

The role of Customer Service Champion stands as the apex of Customer Support, serving as the primary source of in-house support for both the Customer Service department and various teams/business units in need of assistance. Our primary focus revolves around executing essential operational and service delivery tasks, encompassing a wide range of responsibilities, including but not limited to:Supporting Agents: I serve as a reliable resource for our customer support agents, assisting them through our internal helpdesk. This includes clarifying customer contacts, elaborating on policies and processes, and making decisions on process approvals or exceptions. I also troubleshoot complex cases and step in when an agent needs immediate assistance with challenging issues.Complex Case Management: I specialize in investigating, escalating, and diligently following up on complex cases. I collaborate with internal coordinators, tech teams, Quality Assurance, Product Support Managers, and legal departments to ensure timely resolution and customer satisfaction.Knowledge Management: I contribute to our organization's success by curating and maintaining our internal knowledge base, ensuring that valuable information is readily accessible to all team members. Documenting best practices and key insights.Payments and Refunds: I play a critical role in reviewing, authorizing, and processing payments and refunds, ensuring financial transactions are handled accurately and efficiently, further enhancing our customers' experience.Operational Support: Beyond the realm of Customer Support, I collaborate with other business units by providing operational support to address their unique needs, fostering a culture of cross-functional teamwork and efficiency.Tool Development: I actively contribute to improving the quality of life for our team by developing internal tools using technologies like Lua, AHK, and JQuery. These tools enhance our productivity and streamline our processes.

Cork, Ireland

Advanced Technical Issue Resolution: I excelled in handling intricate, recurring technical customer problems, conducting in-depth reviews, and implementing advanced resolutions to ensure customer satisfaction and loyalty.Security and Payments Expertise: My expertise extended to resolving issues related to customer access restrictions, technical support troubleshooting, hacked or compromised customer information and accounts, as well as managing payments for online services, including charge-backs and refunds. Additionally, I played a pivotal role in addressing account locks resulting from fraudulent or exploitative activity.Quality Assurance Reporting: I played a crucial role in maintaining quality standards by receiving and generating bug tracking reports for the Quality Assurance team, particularly for in-game issues. This ensured a seamless gaming experience for our customers.Efficient Ticket Management: I managed the customer support ticket queue, prioritizing critical issues for immediate resolution, streamlining the support process, and minimizing customer downtime.Team Collaboration: I actively contributed to enhancing communication methods within the team by collaborating with colleagues and reviewing tickets for insights and improvements.Leadership and Project Management: In a leadership capacity, I provided day-to-day group leadership, assisting Team Managers and Senior Representatives in devising team projects aimed at boosting productivity and team morale.Team Meetings and Engagement: I took the initiative to plan, organize, and lead team meetings and huddles, creating platforms for addressing team concerns and discussing important customer issues, thereby fostering a motivated and engaged team environment.

Wellington, New Zealand

Involved in the setting up of a new Night shift security team.Website monitoring for fraudulent auctions/posts.Direct contact with hosting companies for removal of phishing sites.Details cataloging of security issues and phishing attempts.Phone, email and forum customer supportInvestigating possible Trademark and IP infringing products

Wellington, New Zealand

General Bar Duties.Opening/Lock up duties.Stock Rotation and Ordering.Food Service.

Galway, Ireland

General Bar Duties.Start/End of shift floats/cashouts.Shift plans.Stock rotation/ordering.

Kildare, Ireland

Mail sortingCity and Town Routes

Dublin, Ireland

Helpdesk Support for 300 user officeOrdering, building and testing of server installations.Data Backups and RecoveryNew User account set upsUser Account Security checks

Ncea, Information Technology

Included 1 year work experience as a Network Admin - 300 local/20k remote desktop support - 150 machine server environment

Business Administration And It Support

Ncea, Electronics Engineering