→ Quality Audits: Conducting quality assessments for all of APAC & larger volume EMEA markets. Tracking and flagging quality related risks and error trends to project leadership→ Data & Insights: Creating data driven insights on trends and maintaining feedback loops to reduce errors and risk→ Internal Resources: Developing & Documenting processes guidelines and workflows for QA team→ People Management: Monitoring and reporting on QA team productivity, leading weekly team meetings when required, conducting weekly 121s, handling of pto requests, mandatory trainings and any other business requirements→ Team Expansion: conducted candidate interviews alongside line manager, documented detailed feedback for successful and unsuccessful candidates.

→ Quality Auditing: Monitoring and evaluating the quality of calls & emails that the Account Executives made with their clients→ Coaching: Providing regular feedback to Account Executives through weekly or bi-weekly 1-2-1 coaching sessions with a key focus on maintaining client relationships and driving sales focused calls.→ Subject Matter Expert: Provided expert insights to Account Executives; offering optimal advertising solutions and assisting in technical queries that arised→ Training: Delivering essential weekly/bi weekly focus area training in groups ranging between 10 - 30 people through huddles and workshops→ Root Cause Analysis: Weekly RCA of customer satisfaction surveys along with ad hoc RCA deepdives into various aspects of project & agent performance. Was responsible for multiple deep dive preparations and consolidating of insights that were shared with stakeholders of all levels→ Customer Feedback Reporting: Preparing weekly reports and insights for both positive & negative survey responses which were presented to the relevant stakeholders→ Weekly Business Reviews: Preparing and delivering content for our weekly business review with the client. Including; consolidation of weekly call review data, addressing pain points within the team and appropriately taking actions to remedy any focus areas within the team

→ Quality Auditing: Monitoring the quality of calls/emails/chats that the agents make with clients→ Coaching: Providing regular feedback to Client Service agents through weekly or bi-weekly 1-2-1 coaching sessions with a key focus on improving soft skills, improving issue resolution and platform technical knowledge → Subject Matter Expert: Providing expert platform knowledge, providing optimal solutions and assisting issue resolution → Root Cause Analysis: Weekly RCA of customer satisfaction surveys along with ad hoc RCA deepdives into various aspects of Agent Performance. Was responsible for multiple deep dive preparations and consolidating of insights that were shared with stakeholders of all levels → Customer Feedback Reporting: Preparing weekly survey reports and insights for both positive and negative survey responses. Preparing the content/slides to be presented to the relevant stakeholders in the weekly business review

→Providing consultative advice to small and medium-sized businesses across the EMEA market. Helping them grow their businesses across multiple channels on the world's largest social media platform - using chat, email and phone→Responsible for helping SMB clients drive results via their marketing campaigns through consultation, education, and support→Providing technical support to advertisers and ensuring each case is resolved to the best of the platforms ability→Manage and maintain queues and ensure all cases are resolved within the the set resolution times→Responsible for dealing with high priority support issues for top priority advertisers and businesses

In this role, working for one of the busiest driving schools in Leinster & Munster:→Having the ability to reach daily sales between €1k - €2k using multiple sales channels →Selling and upselling various packages that were available→Dealing regularly with customer queries and complaints→Being a point of contact between customers, drivers and management→Striving to deliver customers the best service possible while also reaching daily sales targets→Assisting in sourcing new driver instructors to sign up to our services and arranging meetings with management→Corresponding with past clients to get feedback on their experience with the school

→Parts/Service Department & Warehouse Operations→Carrying out the yearly stock check on over 40,000+ parts→Received and logged deliveries into the Kerridge stock control system→Packaged and dispatched any parts for delivery →Provided assistance with the delivery of parts to garages around Dublin and the surrounding counties. This involved; route planning, operation of a van and safely loading and unloading the van at various locations