Ciara Mcdonagh Email & Phone Number

County Dublin, Ireland

Dublin

In this position, I analyse, review and report on 200+ employees in Technical Support for one of the lead telecommunications companies in Ireland. I review each of these employee's customer interactions on a monthly basis, and present a performance review to both the agent and their manager. I ensure that each employee is following correct procedure, treating the client with respect, and resolving the overall issue.In some cases, further guidance is needed, resulting in personal improvement plans being drawn up, presented and implemented in order to increase the overall quality of the customer journey. Side by side coaching is a core part of the job, sharing knowledge and ensuring the agent is confident in the product and all aspects of troubleshooting and procedures in technical support.I conduct calibrations with mentors, managers, SME's, the client and all other auditors, to ensure they are aware of processes and have the ability to review customer interactions accurately. Liaising with other departments within the company is a core part of the job, identifying process and knowledge gaps, and ultimately suggesting the path of improvement. Presenting reports to the client and Operations is a monthly task, ensuring that all relevant topics are addressed, and following up if needed. Recently, I have been the lead quality analysis for the offshore webchat team. Daily presentations and detailed reports were presented to the client on a daily basis, with both employee specific and collective observations noted. Feedback sessions conducted daily with employees to ensure continuous improvement is always highlighted. Other duties: Recruitment, Training, Introduction to Quality for new hires, Tollgate for new hires before being released to Operations, Data Protection compliance.Systems used: iEvolve performance management/development system, Redbox Recorder, Liveperson, in addition to all technical systems used as Senior Technical Support Executive.

Dublin

In this role, I provide direct technical support to customers for multiple products - Fibre Optic Broadband (FTTH & FTTC), IPTV, DSL, Dial-Up, Standalone Broadband, Satellite Broadband, static/dynamic IP configuration, PSTN, Email support, Residential IP customers, and Wireless extenders/adaptors.I assist with troubleshooting customer's issues via email and phone, identifying and managing support issues utilizing systems such as (but not limited to) Kana, CMS, R-6, UG, Agama, FHS, AMP, BOOTS, Radius, CC Dashboard, Genesys and CNO Remedy.As a senior agent, I monitor my team of 20+'s progress on a daily basis which includes; listening to, analysing and grading calls, organizing and reviewing detailed logs of data processed by the team, full management of timesheets, constant monitoring of the team's overall performance, noting any improvement that needs to be implemented throughout the team and bringing it into action. Managerial/Senior Agent callbacks are a core part of the job - management and ownership of these complex cases which need to be resolved quickly and efficiently.

Sligo

Sole Graphic Designer employed.This means I managed each and every job that comes in, from ordering to delivering, with the supervision of my artistic director. Using InDesign, Photoshop, QuarkXPress, and many more programs on both PC and Mac, I had daily experience with Wedding Stationery, Business Stationery, Posters, Pub & Club Branding, and Memorial Stationery.Meeting deadlines and satisfying the customers is a core part of the job.

Artistic director of assignments, meeting deadlines and fulfilling briefs for personal clients

Illustration And Animation Drawing Studies, Illustration

Education record

Honours in Leaving Certificate