Jonathan Mcfadden Email & Phone Number

Carrickfergus, Gb

Creating database website written subcontent for gaming related articles, mainly for Hardcore Gamer at the moment. These could be item descriptions, locations, guides to weapon usage and more.

Currently looking for work.

Planning, assessing, and implementation of departmental structures through projects, managing a team to reach the end goals I set. Root cause analysis on core issues to implement solutions and improvement to those weak areas. Creation and organisation of company help databases, and planning/creation of automated bots, which enabled a vast reduction in Manual (human) service. QA of internal company software product, including complete system review from a user perspective, including creation of process and writing post QA reports to highlight known problem areas and recommend changes. Company wide discussions on direction for product, highlighting collation of suggestions for improvements based on communication from customers and end users.Co-Managed Indie Program initiative, including structuring of program, setting up a dedicated Discord, running webinars and events to train customers in use of both our own and external software and systems, and qualifying potential customers in a 1 hr call, to ensure they're the right fit, and identify what support they required.Created and maintained Help database, (https://help.gotestify.com/en/) creating multiple articles to assist customers in a self service environment, as well as identifying and rectifying gaps in knowledge through site wide resources (https://www.gotestify.com/resources) and meetings/calls.Trained wider company in company knowledge and standards to ensure all understood how to describe our product and company, ensuring that all colleagues met a high standard of knowledge, through individual training plans when required.

Providing support to a wider team of internal stakeholders, customers, and end users, communicating clearly and efficiently, ensuring they had all relevant information.Ensuring prompt efficient service through use of monitoring and reporting systems, which overall reduced the average first response time from 2 Hours plus (prior to my joining the team) to below 5 minutes. Managing and implementing new processes and updated policy information, and communicating change with the wider company.

Acted as a pivotal link between internal teams and customers, fostering transparent communication to address concerns promptly and align deliverables with client expectations. Cultivated enduring client relationships, tailoring solutions to meet diverse business needs. Conducted personalised demonstrations, showcasing product features to current and prospective clients, aligning offerings with their specific needs and enhancing understanding.Orchestrated end-to-end project delivery, ensuring on-time completion through strategic planning, resource allocation, and proactive risk management, enhancing overall customer satisfaction.Spearheaded sales meetings, effectively communicating product value propositions, addressing queries, and building trust.

Belfast, Northern Ireland, United Kingdom

Delivering all-encompassing customer service, addressing general banking inquiries and efficiently resolving complaints to uphold a positive customer experience.Played a vital role in the Online helpdesk by providing technical support, adeptly logging faults, and ensuring swift resolution to maintain seamless digital interactions for customers.Offered empathetic financial support to customers in need, conducting thorough account analysis and providing insightful suggestions on better money management practices for enhanced financial well-being.Followed the onboarding process for new colleagues, combining comprehensive training with real-job examples to facilitate a smooth integration into the business environment.Managed colleague expectations, focusing on their development by providing ongoing support and guidance, contributing to a positive and collaborative team culture.Demonstrated expertise in handling HR-related matters, including the initiation of disciplinary proceedings when necessary, ensuring a fair and consistent approach to personnel matters.

Northern Ireland, United Kingdom

Maintained a high standard of customer service by monitoring and ensuring that customers were appropriately dealt with, fostering a positive shopping experience. Managed stock efficiently, overseeing inventory levels, restocking initiatives, and implementing/maintaining merchandise displays, contributing to an appealing and organised store layout to optimise sales. Managed keyholding responsibilities and ensured secure cash handling, maintaining a high level of accountability in financial transactions. Supported and managed stores in the absence of the manager, demonstrating flexibility and adaptability in overseeing multiple locations.