Alan Higgins Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

- Monitoring and reporting on quality for the customer service team of a Social Media advertising platform, ensuring efficient and effective handling of customer inquiries and timely resolution of issues. - Managing teams of 15-20 agents, providing daily audits on internal system, coaching, and supporting in order to meet revenue and client satisfaction KPIs. - Conducting root cause and other data analysis to identify areas for improvement in the performance and quality of the Client Services team, and implementing strategies to address issues. - Providing feedback to agents through coaching sessions, helping them improve their skills and performance and deliver an exceptional client experience. - Acting as a point of contact for quality questions, product knowledge questions, and solutions, ensuring all agents have the information and resources needed to provide excellent customer service. - Compiling and presenting insights in weekly business reviews, providing key stakeholders with the information needed to make informed decisions and drive business growth. - Work with training team and SMEs to help new joiners in order to achieve Client’s expectations and requirements

Dublin, County Dublin, Ireland

- Investigated and prioritised advertising issues, using technical expertise to determine if issues were due to product confusion or bugs, and escalating to specialists for further troubleshooting or debugging. - Owned tasks end-to-end, ensuring that all issues were resolved in a timely and efficient manner, and providing clear communication to stakeholders throughout the process. - Provided guidance and advice to the sales team and advertisers, helping them achieve their desired outcomes and avoid future issues with advertising. - Communicated issue resolutions, technical resolutions, workarounds, or product confusion to the sales team, ensuring that all stakeholders were informed of the status of advertising issues. - Facilitated a high-end customer experience related to support for advertising bugs, using strong communication and problem-solving skills to ensure that all issues were resolved quickly and effectively. - Mentored team members and new joiners in the product support areas, sharing knowledge and expertise to help others grow and succeed in their roles. - Conducted regular “refresher” sessions to ensure that team members were up-to-date on the latest product developments, and provided guidance on how to troubleshoot and resolve issues related to advertising.

Dublin, Dublin, Irlanda

• Held a series of roles in conjunction with language studies in reputable restaurants in Dublin and Dalkey such as Boeuf Steakhouse, 1909 Restaurant leveraging skills in customer service (online and offline), inventory control, time management, crisis management and teamsmanship. • Helped growing their social media presence applying digital marketing strategies organically by providing consultative advice, identifying trends, improving pre and post-sales education both internally and externally. (volunteer). Target: Entrusted to improve monthly customer satisfaction scores by up to 90% while overseeing daytime operations within the food and beverage outlets. Achievement: Implemented new food serving strategies, which resulted consistently in a monthly increase in the customers’ satisfaction according to TripAdvisor.

• Crafted engaging copy following client guidelines while maintaining a consistent tone of voice.• Reviewed policy language and phrasing to shape content, channel practices, and guidelines.• Managed social media platforms, including Instagram (both regular and paid content), Facebook, and client blogs.• Collaborated with the design team to brainstorm creative ideas for marketing materials. Target: Infuse medical content with engaging language, boosting online engagement and appointments, revolutionizing the online presence of medical professionals while adhering to their ethical standards. Achievement: Stirred up a buzz in the medical community, crafting engaging medical content that not only resonated with audiences but also led to a significant 30-50% surge in online followers and consultations for healthcare professionals, aligning with their ethical standards and goals.

Fortaleza, Ceará, Brazil

• Drafted press releases to ensure comprehensive coverage of the client's agenda, products, and services in the media.• Conducted media coverage monitoring and nurtured media relations.• Proficiently handled crisis management scenarios involving client and the media.• Managed direct responses to media inquiries via phone and email.• Showcased agility, critical thinking, and adept problem-solving skills in daily operations.• Maintained and updated our mailing contact lists.• Crafted and refined media statements.• Provided comprehensive media training to senior executives and selected staff members.Target: Elevate the company's media presence, establishing a robust communication network while ensuring adept crisis management and cohesive media representation. Achievement: I started as an Intern and had the opportunity to grow in the team for 20 months.During this time, I navigated some tricky situations applying crisis management strategies that led to a 30% decrease in negative media impact and increased positive media coverage by 40%, solidifying the company's reputation within the media and audience.

Fortaleza, Ceará, Brazil

- Helped Customers / Clients who struggled using the services provided by the company (Internet, TV or phone) through phone and e-mail; being very objective during the service, to be able to help the highest number of customers possible.- Handled over 20 Clients daily though phone calls providing them with best customer service

Brasil

Bachelor'S Degree, Mass Communications, 9.2

Advanced, English Language And Literature, General