Francis C. Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

Dublin, Ireland

Key responsibilities in the role included: Social Media management: Responsible for monitoring, assisting and triaging customers and managing escalations of customer queries to support channels. This included meeting a 5 minute SLA and responding to all tweets within 5 minutes.Observing social trends to identify signals and indicators for Azure service outages and other services concerns. Project management: I was involved in various projects with a focus on assisting community content, internal tool testing, identifying opportunities and assisting with decision making for internal tooling as well as the maintenance / updating internal KB resources. Nurtured and drove a project posting content through Twitter. Project was pushed and became a common practice and helped increase organic growth where the follower base (from 15k followers to 80k+) helping to create value content, awareness and information for the Azure brand.Responsible for updating and maintaining internal KB articles and nurturing knowledge of internal process by communicating tribal team knowledge. Drove community forum escalations and helped route queries to the appropriate community, while also collaborating to deescalate escalations on multiple occasionsReporting; Responsible for the reporting of monthly social trends, along with the reporting of internal customer support escalation KPI's. This helped determine the priority for strategic aging escalations.Served as an initial point of contact in the receiving and responding to service outage progress updates via email, calls and social media in a timely and professional manner.Incident Management Communications: Assisted, developed and managed on thousands of Azure Live Site incidents with internal stakeholders, engineers and brand management managing service impact communications both to global Azure customers and internal management.

Dublin, County Dublin, Ireland

Served as a single point of contact for an array of billing and technical escalations within EMEA working with account managers, customer success managers, technical engineers and billing engineers for Microsoft’s Dynamics CRM Online.Assisted with driving strategic escalations to resolution, increase and maintain CSAT stats and decrease customer SLA lead times.Participated and coordinated bi-monthly partner community announcements / presentations with 200+ partnersCoordinated with account managers with for self-serve training, program updates as well as the escalations and de-escalations for multiple strategic customers.

Dublin, County Dublin, Ireland

My function on this team included managing customer accounts, assisting sales and operations in online ordering, billing renewal, invoicing and adoption of Microsoft CRM Online.My experience helped shape and build a knowledge base. My tenancy saw our billing team scale from 2 to 8 people in 2 years helping multiple CRM Online Partners scale, retain and increase their customer bases.Helped report and build team awareness of internal issues via daily syncs with AOC and APOC teams. Assisted with internal escalations contributing to improvements in customer signup, usage renewal and cancellation experience.

Dublin, County Dublin, Ireland

Held a founding role with the billing team for Dynamics CRM Online aiding partners and customers with billing queries and adoption of Dynamics CRM Online.My role included managing customer accounts, providing a point of contact for sales support with online ordering, billing and invoicing. With the launch of the MBS Dynamics CRM Online, the role diversified between other aspects of online support and the management of customer experience. The function also included the billing support with presales and technical support. I was responsible for knowledge sharing initiatives and billing support engineer development reducing turnover and increasing awareness of everyday processes.

Dublin, County Dublin, Ireland

Served as part of a team that responsible for all order and query support for the UK, Ireland and MEA partners providing assistance with operation support. Role included the management of inbound and outbound calls and Live Chat assisting partners with product selling, order management, enhancement plan renewals and after-sales support.Supported MBS functions including marketing, pricing, credit and collections, data management, technical support and product management.Managed the maintenance of customer accounts and handling of customer license data.Was responsible for training of new hires, QA of colleagues orders (4eyechecks) and specific training for various parts of the MBS program management. Recognized and awarded twice among our team as an advocate for CPE (Customer and Partner Experience) for going above and beyond supporting partners and their customers in the field.

General Office Duties: AIB, Blanchardstown, Dublin 15 (Student Contract) June - July 2007Key responsibilities:Management of customer information and demographicsManaging customer files and maintenance of paper recordsInforming co-workers about telephone calls from customers and clients.Maintenance and usage of banks customer databaseGeneral duties using Microsoft Office applicationsAddressing customer concerns