Anthony Diamond Email & Phone Number

Galway, County Galway, Ireland

Galway, County Galway, Ireland

I am currently a Client Advocate at Diligent, in a role such as this you need to be passionate about building strong working relationships with clients and ensuring high levels of client satisfaction. I enjoy this role because I like working directly with my clients and because there is a broad variety of responsibilities that are all equally important in making sure that the customer’s needs are met. No day is the same and it has allowed me to go out of my comfort zone. My responsibilities… Show more I am currently a Client Advocate at Diligent, in a role such as this you need to be passionate about building strong working relationships with clients and ensuring high levels of client satisfaction. I enjoy this role because I like working directly with my clients and because there is a broad variety of responsibilities that are all equally important in making sure that the customer’s needs are met. No day is the same and it has allowed me to go out of my comfort zone. My responsibilities include:• Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds customer expectations• Technical support related to client implementations, bug replication, and escalation to the Software Engineer• Provide One-on-One training through Webex/Zoom sessions with clients• Host monthly informational webinars for my products• Provide content for my product’s quarterly newsletters• Remain in periodic contact with the customer to evaluate satisfaction and proactively identify upcoming needs, and migration to other Diligent products as the circumstances dictate• Evaluate and track overall client health and report at-risk clients to the retention and growth team to initiate intervention activities• Escalate clients who are requesting to discontinue their service to the retention and growth team to facilitate cancellation procedures• Facilitating contact with the retention and growth teams when clients request special billing arrangements or contract terms• Ensuring that client contact records are kept up to date Show less

County Galway, Ireland

I am first level technical support for point-of-sale software systems for major international hotel, retail and food and beverage chains and independent customers.• Second level dedicated support for critical, top accounts that require fast and efficient resolutions.• Took a key leadership position among colleagues , by handling the more complex issues and escalations that are sent to the team and by traveling internationally to train staff and disseminating customer and product… Show more I am first level technical support for point-of-sale software systems for major international hotel, retail and food and beverage chains and independent customers.• Second level dedicated support for critical, top accounts that require fast and efficient resolutions.• Took a key leadership position among colleagues , by handling the more complex issues and escalations that are sent to the team and by traveling internationally to train staff and disseminating customer and product training material in classroom.• Handling of urgent, business sensitive customer escalations, while liaising with sales and support management to ensure maximum, proactive service delivery.• I took responsibility to train new members of the team for the past two years which management observed and eventually requested I temporarily relocate to Hyderabad to train staff before launching the 24/7 customer support centre in JAPAC• I was presented with a framed letter of recognition for my valued contribution from the Vice President of F&B Oracle and the Director of Customer Support in assisting the development of the team as they familiarised themselves with new products, new customers and new working models when I temporarily relocated to Hyderabad, India as a Subject Matter Expert and trainer.•I was awarded a Spot Award on two occasions, both in the past year March 2018 & October 2018, a Spot Award provides timely recognition for a specific project or event to individuals who display relentlessly positive attitudes, successfully meeting a critical business need and outstanding efforts in managing a time-critical, complex customer issue in an exemplary manner. Show less

Galway

I started as a cashier while attending college and eventually was made deputy manager. The functions included dealing with customer's feedback and complaints, serving customers and managing all aspects of the shop in the absence of the shop manager as well as assisting the shop manager.