Daniel Méndez Email and Phone Number

• Supporting Amazons Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).• Managing high volumes of inbound and outbound calls, emails and chats in a timely manner.• Identifying customers’ needs, clarify information, research every issue and providing solutions.• Exemplifying Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine passion for our customers, delivering an exceptional customer care experience with every contact.• Building sustainable relationships and engaging customers by going the extra mile.• Ability to oversee and achieve various KPIs like Quantity & Quality, Resolution Rate, Transfer Rate etc.• Open to collaborating with various stakeholders like Resolver Groups, Account Managers etc.• Documenting all Selling Partner interactions and information according to standard operating procedures• Ability to troubleshoot and provide product guidance and support to all Amazons Sellers and Vendors• Attend training sessions, and learn product details and key selling points of products and technologies. SPS participates in several initiatives to increase Seller listings and updates of catalogues in advance of peaks.

• Focus on retention by proposing solutions and negotiating with customers to identify best approach for retaining business based on client's situation.• Receive and take ownership of customer requests for contractual changes (such as cancellations, reductions, product swaps) while considering all cross functional impacts to billing, sales, finance and technical support as well as the overall GoTo business objectives.• Reviews customer accounts for accuracy and completeness to ensure customer requests and changes are processed correctly.• Process-oriented and makes data-driven sound decisions.• Keeps current with product knowledge regarding features and functionality, billing and promotional programs as well as those of competitors.• Meets or exceeds personal performance goals, which are primarily measured through Net Promoter Scores, Service Levels, Issue Resolution, detailed productivity and operational metrics as well as contributions to team success and contributions to product improvements.

• Contribute to the overall growth of the company by providing outstanding customer service.• Generate new and renewal sales by determining user requirements and recommending appropriate products and solutions.• Respond to issues and questions from end users via phone and online channels.• Effectively interact with users of all technical skill levels to assess severity level and define, research, and resolve issues and questions quickly and accurately.• Convey user feedback to appropriate business areas such as Marketing, Product Management and Development.• Educating users to improve product/feature usage and customer satisfaction & selling them the appropriate product to meet their needs.

• Reviewing and monitoring an assigned portfolio of European public sector counterparties.• Performing regular Credit Analysis Reviews, intensified management reviews and /or ad hoc reviews on the individual line items (or overall sub segment) in the portfolio, including recommendations on such items.• Tracking of wider economic developments in the European sovereign and sub-sovereign markets, including legal, regulatory and political developments, industry trends and rating actions.• Working closely with the European Public Sector Portfolio Managers to prepare comprehensive and in-depth strategies regarding assets in the portfolios, as well as the portfolios themselves.• Liaising and coordinating with other internal departments, for example PM, Legal and Operations to ensure seamless management of the Clients’ portfolio to assure deliverables detailed by the relevant SLAs with clients.

• Doing background data gathering and analysis to support the IPA’s “State of the Public Service” report series.• Providing assistance to researchers conducting commissioned research projects. This will include doing• transcriptions, data analysis, web searches, etc.• Working with the Editor of the Administration Journal to produce several book reviews.• Working with the IPA Publications Team. • Collecting and analysing data and helping with the drafting and writing of entries for the IPA Yearbook and Diary.By the end of the internship, I expect to have:• Developed an extensive knowledge of the Irish public sector.• Developed awareness of public management research in Ireland and internationally.• Strengthened my research and analytical skills by engaging with applied research projects.• Developed insights into the publishing sector.• Gained knowledge of editing and editorial processes.• Gained valuable experience in working within a professional organisation and as part of a team.“Brexit Implications Critical for Ireland” and “Inequality and the Housing Crisis in Ireland”. Papers Written for Local Authority Times, Biannual Report Published by the IPA. Report for Department of the Environment, Community and Local Government. Book Review on "Advanced Introduction to Public Management and Administration" (Pollitt, 2016).

• Reading articles from online Latin American news sources in English, Spanish and Portuguese. Translating and summarising these articles.• Writing brief aggregations in English that synthesize multiple perspectives from newspapers in Spanish and Portuguese. • Doing online research on prominent political issues of interest.• Writing editorials and independent aggregations with bylines and personal perspectives.

• Helping with a number of projects within the School. • Currently focusing on research project on the role of structural adjustment and FDI in boosting the Irish recovery.• Examining the role of government agencies in stimulating economic growth.

• Working in a fast-paced, collaborative, dynamic team environment.• Answering calls and emails from clients and making outbound calls.• Managing end to end all calls logged and providing regular updates to customers on call status.• Ensuring strict quality standards are adhered to in regards to both cases and calls.• Complying with desk-specific and ad hoc requests and tasks.

• Processing removal requests efficiently and accurately.• Responding to internal and external customer inquiries in person, by email and by phone.• Running training sessions and give presentations to product support teams.• Facilitating communication of process and policy to internal and external customers.• Creating documentation for existing and new policies and procedures.• Attending biweekly meetings and training sessions to help improve Google’s user experience and resolve complex legal requests. • Ensuring effective internal communication with global teams, particularly in the U.S.

•Assisting with gaming (Sportsbook/Poker/Casino) and Technical queries, providing fast, accurate andthorough responses to numerous emails per shift in English, Spanish, French and Italian.•Helping to maintain player accounts (passwords, cash transfer, account privileges) on behalf of the Group inaccordance with Group procedures.•Interacting with other departments to provide the necessary support to solve Poker/Casino/Sportsbook andTechnical related queries.•Handling and providing others with advice in relation to integrity emails received from the Group’s players.•Assisting other team members with complex Poker/Casino/Sportsbook and Technical related emails andqueries.

• Solving technical computer issues such as connectivity, password and access problems, software and• hardware problems, troubleshooting, etc.• Helping clients by providing technical support for several other applications and devices such as Android,• Blackberries, iPhones, iPods and iPads.• Following standard diagnostic procedures with an emphasis upon handling the most frequent issues as rapidly and efficiently as possible, simultaneously recognising more complex problems and escalating accordingly.• Monitoring ticket queues and handling tickets appropriately.• Providing support to multiple desks in several different languages.• Working to achieve individual and team goals.

• Teaching Spanish on a one-to-one basis to Leaving Certificate and college students.• Planning, preparing and presenting lessons catering to the specific needs of each student.• Grading tests and exams and providing feedback.• Taking responsibility for my students’ progress.• Identifying areas of weakness and working to improve them.

• Solving technical computer issues such as connectivity, password and access problems, software and• hardware problems, troubleshooting, etc.• Helping clients by providing technical support for several other applications and devices such as Android,• Blackberries, iPhones, iPods and iPads.• Following standard diagnostic procedures with an emphasis upon handling the most frequent issues as rapidly and efficiently as possible, simultaneously recognising more complex problems and escalating accordingly.• Monitoring ticket queues and handling tickets appropriately.• Providing support to multiple desks in several different languages.• Working to achieve individual and team goals.