Allison Penrose Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Worked with Operations Management and Team Leads to identify issues affecting agent performance and quality targets.• Provided actionable insights to stakeholders by extracting data from Google PLX cloud databases, loading SQL scripted data to Google Sheets and creating pivot tables and charts with requested datasets.• 15% increase in client satisfaction created by delivering business review processes.• 20% improvement in data accuracy delivered by crafting new Pilot Project Reports.• Provided detailed analysis and actionable insights on performance, quality, utilisation, and productivity trends to support and influence business decisions.• Enabled 12% increase in team productivity by creating detailed KPI spreadsheets.• Ensured data integrity by collecting, maintaining and updating reporting databases using SQL scripting in Google Big Query and Google PLX.• Delivered clear guidance for quality performance processes to support consistent CSATs and offer information to explain drivers and trends.

County Dublin, Ireland

Supported YouTube Direct Partners and Multi-Channel Networks in UK EMEA through email, achieving consistent PSAT Quality scores above 90%.• Supported Partners with Content Management Systems including Analytics, Reports, Content ID, Claims processes Copyright issues and Asset Management.• Maintained professional and approachable demeanour with customers, resulting in a 12% increase in customer satisfaction.• Consulted to Partner Operations Manager, Ads Policy, Copyright and Legal on cases as required, forwarding all compiled data investigated.• Extensive experience with Google Docs, Hangouts, Sheets, Gmail and Chrome.• Worked as part of a team within UK EMEA.• Managed team's queues, assigning cases to agents on daily basis.• Assisted new starters with cases and provided continued training to agents on Analytics, Copyright, and Content ID Claims processes, resulting in a 20% decrease in onboarding.• Provided mentorship for agents on daily basis through Google Chat groups and in person.

United Kingdom

Provided Level I/II Helpdesk troubleshooting, using both remote tools and desk-side support.• Performed scripting of legal CRM database to cloud-based system integration.• Scripted Word legal templates to run within the document management software.• Conducted debugging and deployed software updates on completion of testing.• Escalated end user requests when required.• Assisted in fault finding with hardware and software with timely resolution.• Maintained strong customer relationships and delivered excellent service.• Created and managed user accounts.• Conducted all Induction training of new staff on MS Office and legal software packages.• Booked Continued Professional Development training courses, conferences and webinars for all staff and kept meticulous training records.• Ensured all client records were kept up to date and input correctly onto document management software.