Elaine Shaughnessy Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Galway, County Galway, Ireland

In addition to my position as Cloud Support Engineer, I also took on the role as a Support Team Coach.Responsibilities include:* Mentoring & guiding my current support team to practice and fully adopt various case management methodology skills, including (but not limited to) E2E case management.* Conducting peer-to-peer coaching with my team members on a regular (weekly or bi-weekly) basis to increase engagement and practice of case management skills.* Acting as the primary lead and point-of-contact in my team for case management questions.* Actively engage in regular meetings with the Product Family Point of Contact, the Portfolio Proactive Support Leader and the global STC Network by sharing feedback, promoting best practices, raising concerns, and providing solutions for improvement. * Assessing and measuring successful adoption, use, and knowledge of support skills by evaluating the Article Quality Index (AQI) reviews for Knowledge Based Articles.* Sharing feedback or good practices regarding minimizing customer effort in 1:1s with Engineers.* Closely collaborating with our Support Team Manager to share feedback, promote best practices, raise concerns and provide solutions for improvement.* Managing and maintaining great relationships through effective communication with multiple stakeholders.

Galway, County Galway, Ireland

Cloud Support Engineer within the Platform team, providing technical support for two of SAP’s SaaS platforms - Cloud for Customer and SAP Business ByDesign, for many international businesses.Responsibilities include:* Performing root cause analysis and troubleshooting complex problems to provide the best available solution or workaround for the customer within the agreed service levels.* Interacting with customers through real-time channels and tools.* Liaising with development teams to identify application errors and missing product functionalities for future releases. * Creating Knowledge Base Articles that document solutions to known issues and consulting questions which are posted on both internal and external portals. * Adhering to GDPR standards and SLA’s to ensure maximum customer satisfaction. Currently my SLA compliance is maintained above 95% across all cases.* Involved in the validation testing for each new system release. This includes troubleshooting and performing smoke tests on development builds before being released to customers.* Collaborating with colleagues and customers from all around the world.* Managing Escalation/De-escalation requests.

Galway, County Galway, Ireland

I took on the role as a Knowledge Management Coach to mentor peers through the KM methodology.Some of the responsibilities included:* Mentoring and guiding peers through the adoption of the knowledge management process so they could create Knowledge Base Articles that document solutions to known issues and consulting questions which are posted on both internal and external portals. * Conducting peer-to-peer coaching with my team members on a regular (weekly or bi-weekly) basis to increase engagement and practice case management skills.* Managing and maintaining great relationships through effective communication and coaching skills.

Ka'Anapali, Maui, Hawaii

I held the position as a Customer Service Representative at The Westin Ka'anapali Ocean Resort in Maui, Hawaii during the summer of 2018. Main responsibilities included:* Interacting with guests from around the world while identifying and assessing their needs to provide the highest customer service to ensure maximum satisfaction.* Promoting new products and services to generate sales leads, ensuring sales targets were met.* Remaining patient, attentive and polite while dealing with customer complaints.

County Galway, Ireland

Bartender and Waitress at Enclosure Bar & Bistro in the Clayton Hotel Galway.Responsibilities included:* Working in an extremely fast paced environment ensuring multiple tasks are being completed at any one time* Recommending and serving food and bevereges to customers while ensuring the highest customer service and standards are consistently met.* Serving food to a section of up to 30 customers at any one time, and serving various bevereges in the main bar or function bars to groups as large as 500 people. * Cash handling responsibilitiesThroughout my time here I completed training on manual handling, food safety, serving alcohol responsibly and fire safety.

Bachelor Of Commerce (International With German), Business Information Systems

A graduate of BComm International (German) with an interest in the IT sector as well as the German language within the business world..

Erasmus+, German & Business Studies

My third year of college consisted of participating in the Erasmus+ programme. During this year I had the privilege of living and studying.