Alan Drennan Email & Phone Number

Llandudno, Wales, United Kingdom

Scotland, United Kingdom

Remote

Web Design & Maintenance using HTML5, CSS3/SASS, & JavaScript. I use Adobe Creative suite to specialize in custom sites avoiding frameworks that encourage monotony. Always reducing dependence on JavaScript with CSS/SASS solutions. Data privacy and site security is my starting point.

Bangor, Wales, United Kingdom

Universal Credit Case Manager applying rules and guidance to 1200 individual claims for support. Helping claimants to access government services successfully. Escalating decision appeals.

Dublin

B2B Tier 2 Customer service Specialist for Logistics and logistics analyst. Working with eBay GSP Logistics and BorderFree finance and logistics. • Coordinate with logistics vendors to improve processes and customer experience. • Process refunds and manage PayPal and Cybersource accounts. • Reduced list processing turnaround from 40 hours per week to around 12 by utilising more efficient data management and reporting techniques. • Perform process analysis with clients to coordinate complex process implementation. Support and coach staff ensuring consistent customer experience.

Amsterdam Area, Netherlands

Designed an automated database solution streamlining the progression of more than 6000 master’s and doctorate students at the University of Liverpool online and the University of Roehampton-London online. Introduced automated tools to enable sales and support staff to maximise student readiness boosting revenue. Provided business insights with existing tools such as IBM Cognos, MS Access, and Excel increasing efficiency. Specialised in using CMS, and LMS resources to ensure smooth transition during system upgrade projects ensuring robust operational process integrity. Consult with impact assessments, recommend improvements to third party software vendors and provide training to update sales & support depts. Key Achievements: Created automated tools identifying all eligible students otherwise not visible with existing processes to enrol them in their programme significantly improving overall revenue. Was the driving factor in upgrading the required class resource distribution process from a mail-merge based system to a Blackboard Building block/Vital Source platform saving department resources and improving customer experience. Continuous relationship building and coordinating stake-holders, SMEs’, Product Managers and Faculty Managers to future-proof product and material viability and seamless upgrade implementation.

Amsterdam

Led a team of 18 to 23 First and Second-line Technical Support. Produced financial & SLA performance reports with analysis. Designed new and reviewed existing process improvements, Analysed the incident life cycle providing deeper insights. Coached new and existing agents on technical and customer engagement soft skills to ensure a high customer service level. Key Achievements: Streamlined billing and order process increasing service & part sales significantly. Used meetings and reviews to engage staff maximising motivation & performance level and reducing staff downtime.

Amsterdam

Tech support for customers from the UK, Benelux and the Nordic countries for satellite navigation systems and PC software through telephone & email. Performed testing and repairs on device software in collaboration with upper tier technical support and developers. Key Achievements: Specialised in troubleshooting & managing difficult cases, and attained consistent 80% customer satisfaction. Trained & coached new staff.

Edinburgh, United Kingdom

Owned all administrative and accounting functions including budgeting, bookkeeping, inventory management and filing tax returns. Developed sales, marketing operations and POS material. Designed, built and managed internet cafe IT networking in multiple locations.

Edinburgh, United Kingdom

Shared deep knowledge of products and their implications in terms of cost and underwriting with customers on processing mortgage applications. Designed and executed new processes for specialised products that included offset mortgage. Won multiple awards for providing excellent customer service.

Ronkonkoma, New York

Directed a team of engineers and the logistics departments covering the tri-state area. Negotiated carrier contracts reducing overhead. Ensured scheduling efficiency. Imports and Exports paperwork were up to legal compliance ensuring a smooth customer perception. Upgraded inventory management system saving time and costs. Took ownership of industry trade shows at Jacob Javits Center and Giants Stadium boosting customer base.

Ullapool, Scotland

This is where I learned how to manage people both staff, customers and senior management. I brought cost effective measures by conducting regular marketing and pricing reviews. I also supported for restaurant service and check in at the front desk.