Ciara Gavin Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

A state agency that oversees the building of a world class Further Education & Training sector in Ireland.

County Dublin, Ireland

Team manager for 10 Technical Customer Support Specialists (TCSS) for Enterprise Support customers in EMEA. Managing performance, behaviour and career development of employees through effective 1:1s, meetings, coaching and feedback. Responsible for the overall direction, coordination and evaluation of the team. Working with other customer support teams to ensure a consistent and high-quality level of support.

County Dublin, Ireland

Acting Team lead for 11 Technical Customer Service Specialists (TCSS) across two sites, Dublin and London. Team coaching and career development through regular 1:1s. Performed deep dive analysis on selected customer escalations to gather lessons learned, then used that information to update internal reference materials and processes. Also worked on Enterprise support contract drafting for renewals and new AWS customers in the Enterprise space.

County Dublin, Ireland

As a member of the AWS CS Tech Concierge team, I supported the AWS Enterprise and Amazon Partner Network (APN) customers. I worked on my customer’s behalf, interfacing with other AWS teams including Technical Account managers (TAM’s), Service Teams and AWS senior management. My responsibilities included: • Supporting Enterprise/APN customers, addressing complex account and billing issues.• Performing deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials.• Driving projects that improve support-related processes.• Acting as the Voice of the Customer for our Enterprise/APN customers, reporting and acting on observed areas for improvement• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience• Assisting with Enterprise/APN customer communication during AWS critical launches and support events

County Dublin, Ireland

Provided phone and email support for all AWS customers. After 6 months I moved internally to the team who handled internal and external escalations. I was responsible for providing support to Account Managers and support teams as well as customers who were on various paid support plans.

Kuwait

I taught the Cambridge IGCSE Mathematics curriculum to Key Stage 3 and Key Stage 4 students in Kuwait for 2 years from 2004-2006. Topics included Algebra, Trigonometry, Calculus, Shapes, Space and Measurement.I taught both the Cambridge IGCSE I.T. and A Level Computer Science curriculum to Key Stages 3 and 4 from 2006-2009.

Ballcoolin, Blanchardstown, Dublin 15.

I was involved in the setup of the Siebel User Administration & Registration process for IBM EMEA.As the team grew, I became the IBM EMEA CRM/Siebel UAR Team Leader of a team of 8 people (whom I trained in AIX / NT & Siebel 2000 GUI User Administration). Part of this role included quarterly employee reviews, training and career development.From 2000/2001 I was part of the Siebel deployment team involved in the migration of customer accounts from legacy systems into CRM for IBM.Com centres in Ireland, Portugal, Spain, The Netherlands, The UK, France AND Germany.

Bachelor Of Applied Science (B.A.Sc.)

Education record