Anna Preis Email & Phone Number

Ireland

Responsibilities:- Creating solutions for merchant-facing and internal tooling- Providing ongoing maintenance, support and enhancements in existing systems- Collaborating with other engineering teams to elevate technology and consistently apply best practices- Providing recommendations for continuous improvements

Responsibilities:- Helping merchants customize their online store and enhance accessibility- Identifying bugs and theme improvements for Shopify-developed themes- Improving support for any theme-related questions- Improving documentation to reduce theme-related support debt- Contributing to critical projects both internal as well as cross-organizational, that elevate the overall merchant experience- Working with internal stakeholders to resolve theme bugs and improve the… Show more Responsibilities:- Helping merchants customize their online store and enhance accessibility- Identifying bugs and theme improvements for Shopify-developed themes- Improving support for any theme-related questions- Improving documentation to reduce theme-related support debt- Contributing to critical projects both internal as well as cross-organizational, that elevate the overall merchant experience- Working with internal stakeholders to resolve theme bugs and improve the product Show less

Ireland

Department:- Developing new strategies for customer retention activities- Designing processes and workflows to improve quality and minimise waste- Analyzing customers' feedback and developing new techniques to ensure customer retention- Processing and tracking orders to reduce early churn- Working with Sales Manager in implementing sales promotion activities- Brainstorming and implementing innovations- Designing reports and providing weekly and monthly updates for… Show more Department:- Developing new strategies for customer retention activities- Designing processes and workflows to improve quality and minimise waste- Analyzing customers' feedback and developing new techniques to ensure customer retention- Processing and tracking orders to reduce early churn- Working with Sales Manager in implementing sales promotion activities- Brainstorming and implementing innovations- Designing reports and providing weekly and monthly updates for the stakeholdersTeam:- Designing training materials and instructions to improve customers' experience and FTR- Developing product presentations and demonstrations to customersCustomers:- Promptly responding to customer queries and address service complaints- Build positive working relationships with customers for repeat businesses- Tracking contracts that are soon to be expired and contact customers for renewals- Providing excellent customer services and ensure customer satisfaction- Making outbound calls to customers at risk of churn- Performing customer negotiations and reaching a fair conclusion from both business and customer perspectives Show less

Dublin, Ireland

Team:- Weekly coaching sessions, call evaluations, bi-weekly personal development 1-2-1s, andannual PDPs- Motivated, inspired, and supported team members towards achieving goals- Set group and individual goals and objectives and ensured teams meet or exceed these as well as operational objectives- Recognized and developed potential in the team members, set SMART and GROW objectiveswith advisers and followed through- Delegated and assigned responsibilities within the… Show more Team:- Weekly coaching sessions, call evaluations, bi-weekly personal development 1-2-1s, andannual PDPs- Motivated, inspired, and supported team members towards achieving goals- Set group and individual goals and objectives and ensured teams meet or exceed these as well as operational objectives- Recognized and developed potential in the team members, set SMART and GROW objectiveswith advisers and followed through- Delegated and assigned responsibilities within the team- Ensured call volumes are managed through effective team adherence- Responsible for effective communication via phone, live chat and emailsCustomers:- Liaised with internal and external customers- Handled high-level complaints and eliminate or mitigate reputation exposure- Ensured a positive customer journeyDepartment:- Helped to identify and set department objectives and targets- Managed daily, weekly and monthly SLAs and KPIs, particularly conversion rates, CSAT & NPS scores- Involved in training of new advisers and team leaders- Involved in hiring process and decisions as well as probation reviews- Encouraged cross-team and inter-departmental collaboration by example- Participated in and supported department initiativesQuality and Reporting:- Utilized data to identify and capitalise on coaching opportunities- Involved in development of quality framework across departments with Quality and Compliance TeamAchievements:- Consistently top performing team across organization in NPS/CSAT surveys- Managed operational projects to ensure start-up success for both sales department and retention part-time teams which resulted in improved conversion rate from 63% to 78%- Participated in Leadership Programme, assisting training team to introduce new teamleaders to Sky- Nominee for annual 'Believe In Better' Award Show less

- To assure professional customer service and collections service delivery via phone, email or chat.- Supervision of staff, monitoring calls, managing and planning actions related to the call centre operations.- Acting as support for agents’ questions and queries and dealing with disputes and complaints.- Preparation of reports and presentation of current results- Preparation of schedules, worklists and monitoring attendance and performance.- Liaising with IT dept to resolve… Show more - To assure professional customer service and collections service delivery via phone, email or chat.- Supervision of staff, monitoring calls, managing and planning actions related to the call centre operations.- Acting as support for agents’ questions and queries and dealing with disputes and complaints.- Preparation of reports and presentation of current results- Preparation of schedules, worklists and monitoring attendance and performance.- Liaising with IT dept to resolve occurring technical difficulties- Recruiting as required, based on current department needs- Reporting to higher management with regards to day-to-day running of the call centre, occurring issues, planned and implemented actions and communicating solutions Show less

- To assure professional customer service delivery via phone, email or chat.- To ensure that office environment meets health and safety requirements, which includes: - investigating complaints, possible hazards and dangerous incidents as they occur - carrying out regular inspections of the workplace and taking part in workplace risk assessments - speaking to the employer about hazards at work and other health and safety issues and acting on behalf of staff members

- To assure professional customer service delivery via phone, email or chat.

Postgraduate Diploma, Cyber Security

Diploma Of Education, Information Technology

Diploma in Cloud Migration

Education record

Google Cybersecurity Professional Certificate

Computer Programming

Android Basics Nanodegree by Google

Master'S Degree, Business Management

Bachelor'S Degree, Public Health