Jack O Connell Email and Phone Number

I lead Marketing Solutions Support team in LinkedIn's EMEA head office in Dublin. My team speak 10 languages and we support self service advertisers from all over the globe. Our primary role is to help advertisers be successful and grow their business's on LinkedIn, using the Campaign Manager tool, LinkedIn's Ads products and branding their Company using LinkedIn's Pages products. The team supports our customers via chat, email, phone and over video conferenceWant to know a little more about the products we support? Check out the microsite: https://business.linkedin.com/marketing-solutionsAs well as the Advertising solutions, my team also supports Companies who are building their online presence and branding through LinkedIn Company Pages. More info here https://business.linkedin.com/marketing-solutions/linkedin-pagesI also manage a vendor Account Setup team based in the Philippines. They handle the account setup portion of our work, setting up online accounts for advertisers including data verification and credit check, enabling monthly invoicing and making post setup changes to invoices where necessary.

I lead a diverse team of Support Consultants who are dedicated to the success of the LinkedIn Member base. We provide first class multilingual support to on the LinkedIn Marketing solutions platform both to individual and corporate clients and also to our Sales partners. We are based in the EMEA headquarters in Dublin, Ireland and LinkedIn's APAC office in Bangalore, India - however we support members from all over the globe. Want to know a little more about the advertising products we support ? Check out the microsite: https://business.linkedin.com/marketing-solutions/adsAs well as the Advertising solutions, my team also supports Enterprise clients on LinkedIn's Elevate platform. Elevate is LinkedIn's content sharing tool which enable's companies to empower their employees to share articles within their networks. More info here https://blog.linkedin.com/2015/04/13/elevate

LinkedIn Consumer Solutions Lead for EMEA region (based in LinkedIn EMEA headquarters)“Empowering the EMEA LinkedIn Consumer Solutions team to be the best at everything it does through Alignment, Insight, Education, Empowerment, Support and being a LinkedIn Ambassador.”The main pillars for a Lead Support Specialist are as follows:• Lead by example; Advocate for, and model the LinkedIn values. • Member support & Resolution.• Collaboration.• Product Improvement.• Operational Excellence.As Lead my personal objective is to create a world class Senior Team and showcase the team as a center of excellence through creating an open structure, encouraging alignment and fostering collaboration. I leverage my prior experience both as an individual contributor and people manager to achieve these ends.

In my Interim role within Global Customer Operations, I stepped up to lead a diverse team of Consumer Advocates who are dedicated to the success of our LinkedIn Member base. We provide first class multilingual support to both individual and corporate clients. Our team focuses on supporting members through Arabic, Dutch, English and Russian languages - as well as being multilingual the Advocates are also multi talented and between them support all of the products offered to members on LinkedIn.com and in the also within the LinkedIn mobile applications. LinkedIn is a "Members First" Company, and our collective mission is to Empower our members to help themselves, Educate our members on how LinkedIn can transform their careers & Engage our members with excitement by adding value to their LinkedIn experience. The core responsibilities of my role are as follows:• Provide leadership and direction to consumer support agents.• Analyze data trends & develop action plans to manage departmental challenges.• First point of contact on Customer Support customer Escalations via email and phone.• Field agent’s questions and emphasize quality to ensure appropriate member experience• Daily coaching of team members for productivity and performance• Coordinate resolution with appropriate support areas as necessary.• Collaboration and communication with multiple levels of management as needed.• Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and customer care issues.• Analyze available metrics, reports and other information to identify trends and needs.

As a Senior Customer Advocate I provide support to a team of customer advocates, along with coaching and guidance with regards to excellence in client interactions. My main responsibilities are as follows:• Provide coaching to team members on their productivity and performance.• Participate in new hire training, as well as continued training for existing representatives.• Provide training to other Customer Advocates when needed.• Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues.• Contribute and drive the continuous improvement of the current processes and procedures.• Act as the go-to person, in the absence of management.• Monitor & respond to agent queries on an internal forum• Coordinate and present weekly product update meetings• Conduct peer interviews for prospective candidates• Heavily involved with candidates participating in the LinkedIn Rotate-In program• Respond to service requests and internal escalations via telephone and email.• Serve as the single point of resolution and escalation for the customer.• Coordinate the resolution of escalated issues.

I acted as Supervisor for a team of Associates from the Business Leadership Program while they were on their Customer Advocacy rotation. Duties included:* Creating a comprehensive plan for the rotation with productivity and CSAT targets, project work. * Implementing the plan and delivering training, coaching, mentoring.* Identifying individual and group development opportunities * Meeting Associates weekly to discuss targets and progress. * Tailoring plan to suit the group needs ad hoc* Coaching and motivating each Associate to achieve group and individual goals. * Reporting back on team and individual progress to CA & BLP management * Liaising closely with training team.* Ensuring that a 'best in class' service was delivered to LinkedIn Members

I worked on the (then) new Global Acquisition and Retention team within LinkedIn GCO. We work mostly over chat, supporting multiple users simultaneously and our main focus is to increase conversion on LinkedIn Premium Products while also educating LinkedIn members and non-members on the various products and premium subscriptions that LinkedIn offers.Main Duties Include:• Being a LinkedIn Premium Subscriptions & Job Postings expert. • Providing education to LinkedIn member's via chat in relation to the many Free and Paid services that we offer such as Job Slots, Recruitment Solutions, Sales Solutions and Job Seeker Accounts.• Education on Company Pages, LinkedIn Groups, Using LinkedIn, LinkedIn Premium.• Troubleshooting and Technical Support.• Responding to customers inquiries via Chat and email.• Directing Leads to Talent Solutions and Sales Solutions for our corporate level clients.• Directing feedback to Product Managers.• Working within a large and diverse team of people globally (Dublin, Nebraska and San Francisco)• Networking with different departments to ensure that the overall business functions and performs well.• Representing LinkedIn and being a LinkedIn member advocate

Independent record label specializing in electronic music. Based in Dublin, Ireland but showcasing artists from all over the Globe

● Creating tailored proposals for customers in order to retain their business. ● Liaising with different departments within the company to ensure the clients needs are met and issues have been fully resolved.● Taking escalations and complicated issues and ensuring they are fully resolved to customers satisfaction.● Dealing with customer complaints.● Monitoring trends within daily dealings with clients and raising them to management in order to avoid repeat issues arising● Making courtesy calls on a regular basis to attempt to ensure that customers issues are being addressed before they become a problem.● Making daily outbound calls to welcome customers to the company.● Providing a very high level of customer service.

● Providing second line telephone and email support for all types of customer queries.● Taking responsibility for individual customer issues and following them to their resolution.● Assisting co-workers with queries.● Providing a high level of customer service.● Taking escalations and complicated issues from first line support and other corporate helpdesk agents and ensuring they are fully resolved to customers satisfaction.● Providing detailed advise on setup of phone lines and services; devising solutions to suit an individual customers needs. ● Liaising with different departments within the company to ensure the clients needs are met and issues have been fully resolved.● Dealing with customer complaints.

● Technical support for POS system & computers.● Dealing with customer complaints and escalations. ● Overseeing general maintenance of shop floor.● General office admin duties - wages, filing etc.● Stock management & replenishment for three busy shops.● Assisting with merchandising and displays.● Providing a high level of customer service.

● Solely responsible for providing technical support remotely, on site and over the telephone for a large database of clients.● Responsible for setup, installation and maintenance of new POS systems in retail outlets around Ireland.● Training staff in operation of new POS system● Responsible for setup, installation, configuration and maintenance of ipcamera systems. ● Writing and creating instruction manuals for operation of cameras and POS system● Providing a high level of customer service.● General office admin duties.

● Providing first line telephone and email support for all types of customer queries.● Taking responsibility for individual customer issues and following them to their resolution.● Answer telephone and routed calls to appropriate departments.● Taking technical support calls and assisting customers with technical issues when technical support dept became busy● Providing a high level of customer service.