Declan J D. Email & Phone Number

United Kingdom

United Kingdom

I oversee and expand the Support, Content, and Safety teams, implementing career development plans and tiered support systems to drive growth. I develop and execute operational strategies to enhance support operations by deploying knowledge management tools and streamlining processes for greater efficiency. I establish and apply a quality assurance rubric, train supervisors, and utilize KPIs to drive performance improvements. Additionally, I accelerate account reviews and collaborate with partners such as Rockstar Games to boost monetization and ensure compliance. I lead the creation of self-service support tools and manage the knowledge base to enhance user access and reduce touchpoints. My role also involves aligning strategies and driving cross-functional initiatives across Tebex, Overwolf, and Nitro to ensure effective communication and collaboration.

Led and expanded high-performance teams of departmental leaders across Canada, Ireland, and APAC, aligning with organizational goals. Enhanced leadership capabilities through targeted coaching of direct reports. Managed metrics, performance criteria, and policies to optimize the Global Merchant Acceleration Support Team's effectiveness. Identified and implemented continuous improvement opportunities based on performance data. Conducted strategic meetings to communicate key initiatives and evaluate their impact.

Coached and mentored team members, supporting their career growth and skill development to enhance customer success. Analyzed performance data to identify best practices and areas for improvement, driving customer satisfaction. Assessed Advisor interactions through live shadowing and ticket reviews, taking corrective actions to uphold high service standards. Ensured adherence to schedules, privacy and security practices, and accurate documentation to maintain operational efficiency. Facilitated and documented regular team meetings to align and support customer success initiatives.

County Galway, Ireland

Managed relationships with merchants, coaching them on the effective use of Shopify to grow their businesses. Advocated for merchants by communicating their needs to internal stakeholders and exceeded performance KPIs. Maintained extensive product knowledge to provide informed support and resolve issues promptly and professionally. Ensured adherence to privacy and security practices and completed all necessary documentation accurately. Collaborated with the Team Lead to enhance performance and professional development.

Galway, Ireland

Sligo

London, United Kingdom