Brian Casey Email & Phone Number

County Dublin, Ireland

County Dublin, Ireland

County Dublin, Ireland

In this role, I proactively created and improved customer support resources and self-service experiences that live in Square's Support Centre.Achievements:– Enhancements to UK and Irish self-service resources led to a 14% drop in customer support contact rates between November 2021 and June 2023, despite a 41% increase in Support Centre traffic.– Highlighted the purpose and value of Support Centre by creating an email campaign sent to 8,200+ customers and a social media post that reached 11% of the account's following.– Launched Square's support assistant (chatbot) in Australia, Ireland and Spain, localising answer flows, content and training for each market.– Implemented SEO improvements for the UK, driving increases of +38% YoY for unique visits from organic search prospects, +43% YoY for Square sign-up conversions and +14% for net profit added.Main Responsibilities:– Enhance Square's self-service resources with data-driven insights, multimedia and automation.– Manage various projects, dependencies and timelines to meet shifting deadlines and launch schedules.– Partner with cross-functional teams to create and maintain Square's on-brand support content.– Use experiments, feedback channels and other inputs to improve existing content and processes.

County Dublin, Ireland

In this role, I supported UK and Irish customers in resolving issues and showcased effective ways to maximise the use of Square's products and services.Achievements:– Drafted a successful action plan for management to enhance underperforming business areas, all grounded in the insights gathered from the company's employee feedback survey.– Recipient of the Top Contributor/Team Champion Award for Q1 2021, closing with a blended customer satisfaction score of 90% and the highest call volume on team.Main Responsibilities:– Apply creative problem solving to inquiries received via email and phone.– Identify, document and take ownership of customer issues, seeing problems through to resolution.

County Dublin, Ireland

In this role, I developed and managed high-value PPC search campaigns for a large portfolio of Google advertisers in EMEA.Achievements:– Identified as a top performer in a team of 60+ every quarter from Q1 2019 to end of tenure, with consistent management callouts for helpful and professional work ethic.– Led a team of 4 in a pilot project focused on providing reactive advertising solutions directly to clients, which later increased fivefold and became a major service offering.Main Responsibilities:– Create, optimise and report on search campaigns with $150,000+ monthly budgets.– Leverage adoption of additional advertising opportunities to drive revenue and sales.

Master Of Science - Msc, Digital Marketing, First Class Honours (Gpa: 3.87)

Activities and Societies: Primary assignment - A six-month applied digital team project for which we developed an extensive marketing plan.

Bachelor Of Commerce - Bcomm (International), Commerce With French, First Class Honours

Activities and Societies: Finance Officer for UCC Fashion Society, 2013-2014.This programme provides a comprehensive and interdisciplinary.

Student Exchange

Activities and Societies: Cosmopol (social programme for international students).