Anthony Rafferty Email & Phone Number

San Jose, Ca, Us

San Jose, Ca, Us

An integral part of the EMEA PayPal Operations leadership team, I lead 300+ highly talented and motivated PayPal & Payment Merchant operations specialists across Dublin, Dundalk and Berlin. Providing a work environment that is fun, challenging and with the opportunity to build a career in a fast paced, exciting company. I have a key focus on supporting European merchants grow by helping them navigate through the global payments and mobile industry – a space where things move at a phenomenal rate. My team and I provide a simple, safe and elegant check-out through our latest experiences such as PayPal One TouchTM or Braintree’s next-generation platform for commerce; a simple, robust way to accept payments or enable commerce from almost anywhere -- in your mobile app or online.PayPal is a leading technology platform company that enables digital and mobile payments on behalf of consumers and merchants worldwide. We put our customers at the centre of everything we do. We strive to increase our relevance for consumers, merchants, friends and family to access and move their money anywhere in the world, anytime, on any platform and through any device.We provide safer and simpler ways for businesses of all sizes to accept payments from merchant websites, mobile devices and applications, and at offline retail locations through a wide range of payment solutions across our Payments Platform, including PayPal, PayPal Credit, Venmo and Braintree products.Interested in becoming a PayPal Merchant? Get in touch.Interested in joining my team? Keep an eye on my page for advertised vacancies - https://www.paypal.com/ie/webapps/mpp/jobs/

San Jose, Ca, Us

Director of PayPal's UK & IRL Merchant operations and Inside sales - owning the end to end experience:Enterprise Division - responsible for the operational wellness and commercial contribution of PayPal’s UK & IRL’s Key accounts.SMB support - providing SMB /SME merchants with a support structure focusing on driving revenue growth, education & retentionLead generation and Inside sales - selling eBay Inc. enterprise business solution’s and payment processing services to small and medium eCommerce Merchants across UK and Irl.

San Jose, Ca, Us

I built out eBays / PayPal's EMEA SMB merchant integration division and technical support structure to support our PAN European acquisition and support functions. I built a high performing team of multi-lingual PayPal engineers to assist the sales teams and support functions with technical integration services including code-level support and pre-sales support to Merchants or their developers. Ensuring strong engagement and visibility with all stakeholders whilst developing a strong commercial mindset with our technical team. We built up a culture of innovation where teammates have a framework to challenge, disrupt and break the mould. The team has won over 10 internal global innovation awards. The team also won best Champion Sales Support Team at 2013 ISC Awards in 2013 and Support Team of the Year at the http://www.ccma.ie/ 2013 awards.

Miami, Fl, Us

Pan European support for Gateway Computers; Supported their relaunch in to the EU market.• Support very aggressive recruitment time lines.• Developed a new CRM and web support tools • Responsible for the business relationship between ClientLogic (Sitel), Gateway & all their partners.• Responsible for all invoicing & reporting to the client. • Manage all 3rd party services, Onsites, RPL parts & PUR (Pick Up & Return) within SLA & Budget.• Forecasting of all calls, emails and chat by accurately monitoring and improving schedule adherence.• Supported client on entry into new markets• Responsible for the daily operations of forecasting, staffing and manpower planning processes, ensure quality standard is reached by monitoring voice, e-mail & and chat.

Lead and built several teams for key accounts from sales to pan European technical support, which included; eMachines / Gateway computers, Imagine Broad Band Sales, Trinity Mirror Sales, A.I.B, and BT Yahoo.

• Initial implementation meeting with the client (Define and agree Service Levels / Targets, draft up a risk register)• Created a Project Budget with Senior Management and Client.• Confirm the format and content of client reports & develop new a call-logging database with contractors• Confirm Volume Forecast & Handle Time• Recruit & retain the very best people by having an understanding of what skills, knowledge and talents we require in our agents• Develop training material• Telephony / IVR set up and define Call Routing Scripts,• Identifying and communicating key causes of service issues and recommending intervention and action where appropriate.• To effectively time manage and prioritise work to ensure delivery of all objectives• To provide direction for Agents in order to ensure they have a clear understanding of what is expected of them in their role.

• To achieve, monitor, measure and report on specific metric goals e.g. KPIs, & service level • Weekly team huddles /meetings. • Reporting to client on specific metric goals, client satisfaction and any product issues/concerns. • To manage and record all issues surrounding staffing including the following: attendance, ‘no shows’, breaks, holidays, punctuality, and scheduling of the team• I managed the operations of the team ensuring both customer and associate satisfaction goals were met• To maintain operational ‘Best In Class’ compliance within the team and develop best practice and implementing successful practices• Identification of weaknesses within the systems, scripts and procedures used by the team, plus the recommendation and implementation of solutions.• Offered second line support for agents while giving constructive and positive feed back.• To understand and comply with all regulatory and legislative rules and adhere to health & safety, security responsibilities

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