Conor Fowler Email & Phone Number

Dublin 8, County Dublin, Ireland

Dublin, Ireland

- Creating content for use by my team, such as guides, process flowcharts, and Confluence pages- Submitting suggestions for KB/Internal Documentation updates- Organising and hosting team huddles, to provide updates to the team and improve communication- Providing highly personable and professional support via chat and e-mail- Working closely with customers to help them get the most out of the platform- Supporting various Squarespace topics, such as billing, design, functionality, and account queries- Creating personalised responses for various scenarios, to connect and relate to customers- Meeting and exceeding goals for CSAT, as well as email pace, and chat concurrency- Working with several applications, mostly Slack, Zendesk, Zopim, Jira, and Confluence- Case management and ownership, including escalations and scheduling follow-ups with customers- Testing new features before release, such as site templates, mobile apps, and new front-end tools- Identifying and flagging bugs within the platform- Working with my team towards achieving team goals/targets- Developing training workshops to share knowledge within the team- Working on projects, both alone, and in collaboration with other team members- Contributing to the creation and development of internal policies and processes

Dublin, Ireland

- Real time monitoring/analysis of centre and staff status;- Coordinating with team managers to ensure maximum service delivery/service level;- Collaboration in management of staffing levels across teams;- Creation/compilation of reports using Microsoft Office software, as well as in-house tools;- Real time monitoring to drive maximum efficiency of call centre and staff, which in turn increases revenue/profit;

Dublin, Ireland

- Assisting agents with queries regarding process, policy, tools issues, aspects of the product;- Collaborating with team managers to identify opportunities for agent/team improvement;- Monitoring agent handle times to minimise call queue times/volumes;- Taking ownership of cases wherein a customer requests supervisory intervention;- Mentorship of agents to facilitate improvement in varying areas;- Training, management and development of new agents;- Managing multiple teams consisting of up to 14 staff members each;- Training (both initial and advanced), call monitoring and employee coaching;- Escalation of cases that must be handled by separate teams;- Compilation/distribution of end-of-day reports;- Reporting emerging issues to mission control team, working with them to resolve said issues;- Coordinating with client to advise of emerging issues and remain up to date on most recent policies and processes;

Dublin, Ireland

- Providing B2C 1st level support via phone, chat and e-mail;- Provided support for hardware, software and billing/financial issues of major gaming console and online service;-Case management and ownership, including scheduling follow-up contact with customers;-Participated in a number of pilot programs to develop and improve agent tools;-Involved in founding several start-up teams/departments;-Writing policies/processes and creation of training material for these teams/departments;

-Creating and maintaining filing systems;-Updating and managing computer databases;-Customer service work.

Bachelor Of Science (B.Sc.), Multimedia

Education record