Cillian O'Brien Email & Phone Number

Cork

Dublin, County Dublin, Ireland

- Provided ongoing support and troubleshooting assistance to hospitals, clinicians, and patients.- Served as the key contact and advocate for assigned clients, and was responsible for onboarding new clients.- Supported customer renewals and expansion efforts, while also identifying at-risk customers and developing re-engagement plans to ensure adoption and.

- Managed a portfolio, ensuring satisfaction, retention, and growth through strategic account management, onboarding, and ongoing support.- Partnered with clients to understand goals, aligning them with Poppulo's platform to maximize impact. Identified upsell/cross-sell opportunities and tracked KPIs to measure success and recommend optimizations..

Cork, Munster, Ireland

Cork

Poppulo is the global leader in employee communications software and advisory services, partnering with many of the world's most successful corporations, such as Nestlé, LinkedIn, Rolls-Royce and Experian.

Cork

- Responsible for monitoring and maintaining the quality of work for the Collaboration team.

Cork, Ireland

- Rolled out the department’s new Grad Bay induction programme.- Developed a support network of Team Managers, Points of Contact, Quality Leads and Trainers.- Analysed policy with regard to customer interactions and staff efficiency, recommending policy changes and process improvements.

Cork, Ireland

- Provided a consistent standard of new hire customer service training and quality assurance training- Forecasted the need to strategically plan the training schedule.- Piloted the role for six months and tracked the results.- Identified process improvements and produced new training documentation.

Cork, Ireland

- Supported and coached agents on how to to provide an optimal customer experience.- Investigated customer service cases and drove customer satisfaction by providing support, coaching, and feedback to agents.

Cork

- One of a handful of tenured agents selected to trial the new product specialisation role.- Specialised in two components in order to gain a deeper knowledge of the product and leveraged this to provide guidance to generalists.- Enhanced my interpersonal and teamwork abilities by advising generalist agents in relation to customer queries.- Developed my.

Cork

- Supported the Calendar/Docs/Sites Training Lead in the preparation and delivery of training for both new hires and tenured agents.- Led the development of new training by identifying trends and producing new training materials.- Personally designed, built, and maintained the department’s first internal product and training knowledge base.

Cork, Ireland

- Gained strong problem-solving skills and soft skills through troubleshooting technical issues for Google Apps customers via phone, email, and remote sessions via WebEx. - Managed customer tickets via Salesforce.com CRM (customer relationship management) software and ensured that SLA (service level agreement) was met..- Provided a high level of customer.

Mbs, Electronic Business

Bsc, Government

Leaving Certificate