Cian Ó Ceallaigh Email & Phone Number

County Galway, Ireland

Galway, County Galway, Ireland

As a dedicated API Specialist at SiteMinder, I lead both external partners and internal teams in leveraging SiteMinder's robust suite of APIs, with a specialised focus on SiteConnect, pmsXchange and SMX. My primary goal is to optimise the delivery of new connections while ensuring seamless integration experiences.Key Responsibilities:Facilitate and support SiteMinder's third-party connectivity partners throughout the API integration process, ensuring smooth and efficient… Show more As a dedicated API Specialist at SiteMinder, I lead both external partners and internal teams in leveraging SiteMinder's robust suite of APIs, with a specialised focus on SiteConnect, pmsXchange and SMX. My primary goal is to optimise the delivery of new connections while ensuring seamless integration experiences.Key Responsibilities:Facilitate and support SiteMinder's third-party connectivity partners throughout the API integration process, ensuring smooth and efficient connections.Utilise advanced technical and analytical skills to troubleshoot complex issues, guiding partners toward tailored solutions aligned with their business needs.Communicate intricate technical concepts effectively to diverse audiences, including developers, managers, and stakeholders, through clear and concise written communication.Uphold rigorous integration quality standards through comprehensive Quality Assurance processes, ensuring partners meet SiteMinder's stringent certification criteria.Drive project coordination and workload prioritisation to meet project deadlines and exceed expectations.Continuously optimise processes to enhance workflow efficiency, consistently achieving and surpassing API Team KPIs.Skills Proficiency:Proficient in SQL, XML, JSON, API, RESTful APIs, SOAP, JIRA, Salesforce, Confluence, Amazon S3 (AWS), GitHub, and Postman.I am passionate about driving innovation and excellence in API development and integration, consistently delivering exceptional results and fostering collaborative partnerships. Show less

County Galway, Ireland

As a seasoned Service Desk Senior Customer Solutions Consultant and Team Lead, I specialize in optimizing support operations and fostering a culture of continuous improvement. With a focus on driving efficiency and enhancing customer satisfaction, I lead by example and empower my team to excel in a dynamic technology landscape.Key Responsibilities:Lead regular upskilling and retraining sessions to ensure our Support unit remains at the forefront of emerging technologies… Show more As a seasoned Service Desk Senior Customer Solutions Consultant and Team Lead, I specialize in optimizing support operations and fostering a culture of continuous improvement. With a focus on driving efficiency and enhancing customer satisfaction, I lead by example and empower my team to excel in a dynamic technology landscape.Key Responsibilities:Lead regular upskilling and retraining sessions to ensure our Support unit remains at the forefront of emerging technologies, enabling us to deliver exceptional service aligned with evolving customer needs.Proactively investigate, identify, and resolve product quality issues by meticulously reviewing support cases and collaborating closely with customers to deliver effective solutions.Foster seamless collaboration between Support, Integration, and Development teams, bridging gaps to streamline processes and enhance overall service delivery.Develop and implement efficient strategies to address recurring support queries, boosting productivity and optimizing resource utilization.Design and maintain comprehensive metrics and dashboards to track progress, analyze performance trends, and drive data-informed decision-making.Cultivate a high-performance culture within a KPI and SLA-driven workforce, aligning team objectives with quality compliance standards and customer experience goals.Champion team collaboration and provide ongoing development opportunities and performance feedback to cultivate a motivated and skilled workforce.Optimize team workflow by ensuring the availability of essential resources and training materials, empowering agents to adapt and thrive in an ever-evolving technological landscape.With a relentless commitment to excellence and a focus on fostering a customer-centric ethos, I am dedicated to driving service desk operations to new heights of success.Proficient in SQL, XML, JSON, API, SOAP, JIRA, Salesforce, Confluence, Amazon S3 (AWS). Show less

County Galway, Ireland

As a Service Desk Tier 3 Analyst at SiteMinder, I play a pivotal role in delivering advanced technical support and ensuring the highest level of customer satisfaction. With a focus on resolving complex issues and driving continuous improvement, I thrive in a dynamic, high-volume environment.Key Responsibilities:Lead the Tier 3 Escalation team, managing and resolving customer support requests with precision and expertise. Utilising UNIX and SQL-based command queries, I conduct… Show more As a Service Desk Tier 3 Analyst at SiteMinder, I play a pivotal role in delivering advanced technical support and ensuring the highest level of customer satisfaction. With a focus on resolving complex issues and driving continuous improvement, I thrive in a dynamic, high-volume environment.Key Responsibilities:Lead the Tier 3 Escalation team, managing and resolving customer support requests with precision and expertise. Utilising UNIX and SQL-based command queries, I conduct thorough investigations to address issues promptly and effectively.Proactively investigate and address product quality issues by meticulously reviewing support cases and collaborating closely with customers to deliver tailored solutions.Thrive in a fast-paced, telephone-based environment, consistently meeting SLAs and KPIs while analysing problems to identify root causes and implement lasting resolutions.Demonstrate proficiency across multiple computer platforms and environments, troubleshooting issues with agility and precision to ensure successful outcomes.With a commitment to excellence and a passion for delivering superior customer service, I am dedicated to exceeding expectations and driving positive outcomes for both customers and the organisation.Proficient in SQL, XML, SOAP, JSON, API, JIRA, Salesforce, Confluence, Amazon S3 (AWS). Show less

Galway

- Provide technical support for all SiteMinder labeled products and services to internal and external customers.- Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.- Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key… Show more - Provide technical support for all SiteMinder labeled products and services to internal and external customers.- Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.- Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs).- Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.Ensure all issues are logged accurately in SiteMinder's CRM (Salesforce) and that are cases are closed.Proficient in SQL, XML, API, JIRA, Salesforce, Confluence, Amazon S3 (AWS). Show less

Galway

- Manage customer complaints and escalate them when necessary- Troubleshoot all issues to successful completion - Responsible for up selling all phones and accessories- Supported the shop manager in all areas of operation- Ensured that all interaction with customers was carried out in a manner that was courteous and professional- Attended training for upcoming and newly released technologies

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