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.

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.

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.