Geord Devaney Email & Phone Number

Middlesbrough, England, United Kingdom

Establishing a culture of continuous improvement, directly impacting product enhancements and team development, resulting in significant growth and trust in our CX support. My role focuses on overseeing the delivery of the continuous improvement function for a portfolio of Zendesk users, ranging from SME to Enterprise across the EU, Switzerland and the UK. Splitting Success and Support into two distinct functions within the business. Implementing scalable processes, helping companies transition from reactive to proactive support using CI. Whilst identifying key areas for expansion and upsell, to maintaining retention across all product areas.

Middlesbrough, Middlesbrough, United Kingdom

As a Service Delivery Analyst, I am at the forefront of ensuring exceptional customer experiences at Appamondo. My primary responsibility involves overseeing comprehensive customer support across multiple departments, utilising Zendesk as the primary platform. Here's an overview of my key duties:Becoming a Zendesk Product Expert, mastering the functionalities and capabilities of Zendesk to efficiently manage and resolve customer queries. Taking a proactive approach to handling a high volume of Zendesk support requests spanning across three departments.Skillfully identify and troubleshoot application and data-related issues, such as login problems and data discrepancies, and be able to provide insightful recommendations to customers, as well as sharing relevant support articles to assist customers in resolving their queries effectively.Promptly allocating service requests and bug reports to the respective teams for swift resolution. Collaborating with the Appamondo Development team and key stakeholders to deliver customer outcomes.Striving to meet response time and satisfaction goals to ensure customer happiness and loyalty. Ensuring our Zendesk platform (helpdesk) was maintained and CSAT was above 90% at all times.Collaborating with third-party entities to resolve issues when necessary and ensuring our customer experiences is held to a high standard. Also, addressing smaller issues directly whenever possible to expedite problem solving and enhance customer satisfaction.Playing a crucial role in retaining customers by delivering exceptional support experiences and solutions. Along with supporting the analysis of core usage, satisfaction, and service quality metrics, using Zendesk Explore to influence priorities for service delivery teams.

Middlesbrough, Middlesbrough, United Kingdom

Studying toward a Level 3 apprenticeship in Business & Management Administration.Key Responsibilities:• Ownership of all credit control processes.• Management of a Zendesk customer support environment.• Triage of customer support tickets/calls.• Technical product support.• Implementation and training of key platforms.

Diploma Of Education, Business Administration And Management, General

Product Certification, Zendesk Support Administrator

Diploma Of Education, Sports Science, Merit

Gcse