In March 2021 I moved to the Executive Escalations team in PayPal. Our role is about brand protection and dealing with minor to critical escalations to ensure this. In Executive Escalations we manage and provide solutions for escalated complaints from Executives, Directors and Senior Leadership Teams. We handle a wide range of complaints from handling media threats, to working with customers who have submitted formal complaints and we also handle and investigate complaints received from regulatory bodies such as FOS, AFCA & CSSF. It is important that when dealing with escalations that we confirm and communicate our position with regard to these escalations. I am also responsible for logging all complaints into the internal complaint handling database, and determine a root cause for each complaint in order to provide proactive feedback on preventable complaints to other functions within PayPal. My case work in Executive Escalations has seen me receive recognition from colleagues and leaders like “I just did a quality review on Keith's case. It was top-notch professional. Complete case research done and certainty showed in the email. Response to customer was thorough, easy to understand, friendly and to the point. And correct decision too in the offering of a credit. Great case.”. I always look to ensure I share our values in PayPal by using our one team approach on projects with my colleagues and have received recognition for doing so “I just wanted to say thank you for helping with the additional case reviews for the proactive settlement agreement project. Always willing to help and ensure our goals our reached.”. My time in EE to date has been successful with my quality of case work at 100% and my productivity high and I will be looking to continue this standard of work moving forward.

During 2018 I moved to Business Support. In October 2018 I achieved an award for my continuous work moving to Business Support “Keith has been BSS challenging customer champion for the last 2 months. Keith is new to BSS yet is always ready to assist his colleagues. Every day he deals with multiple queries from his teammates regarding all types of customer including those who are not BSS which means dealing with higher than average challenging customers”. In 2019 I was been upskilled to be able to complete all Compliance Limitations being able to complete KYB/KYC’S. I have also mentored new hires joining PayPal and also new colleagues who entered the Business Support space. I actively took team huddles and team learning sessions for my own team leader along with other team leaders from different departments which allows me to work with different teams and departments. I also worked PayPal Working Capital point of contact. As part of my POC Role I answered tickets, worked with our back office in America, creating Jiras and escalating issues that our customers were experiencing. I was also asked to do outreaches regularly including dealing with PCI Compliance, reviewing Business account escalations, Sales escalations, Messaging escalations and escalations for our Leaders including Sam Longhi. During 2020 I was promoted and have received a KTA in recognition of my skills, talents and contributions in Business Support. In December 2020 I took part in conducting interviews with potential new hires. This was valuable experience and I demonstrated that I was comfortable conducting these interviews and scoring our candidates in our calibration sessions at the end of the day. In February 2021 I took part in Mentoring our new hires into the Business Support space.

I moved across to our UK Market servicing New Member/Top Customer in July 2015. In this role I began to take on any customer escalations or call backs if required. In August 2016 I began doing a Contingency Team Leader role for our UK Limitations which was a valuable experience allowing me to understand the role by coaching doing one on ones and helping the teammates improve as they were all new to PayPal at this time. I received great feedback from all the team with all the help I gave once I ended the role. At the end of 2016 I received an exceeds for my yearly performance. In 2017 I was upskilled to the Limitations skillset. By being upskilled I was able to understand Buyer and Seller Risk in PayPal to a greater extent. During 2017 I ran a project around Recontact Rate this allowed me to work with my team on contacts that we were finding challenging. Recontact was a new metric and we saw a great improvement with our analysis. This project allowed us to reach a better understanding of our customers and reach that one time resolution which PayPal wanted to achieve. I also did a Team Learning Session with our Spanish market around Top Customer/New Member and what we did and allowed them to understand our Market. Feedback I received was positive “Thank you for the TLS Keith - Great feedback from the team - It was fun and engaged. Well done”In February 2018 I got a Spot award for my continuous work in helping my colleagues with escalations and helping with other queries. Also in May 2018 I took a TLS for our Chargeback team around Limitations and what we see day to day. Feedback included was “An informative TLS, very clear and concise. Really enlightened us on the role of limitations. Very well presented.” In this role it allowed me to build my brand further and take part in many different thing across the business.

I began in PayPal in the North American market as a SSP agent but quickly I was promoted to the New Member/Top Customer team in March 2015. I worked a lot in North America taking customer escalations and organising Team Learning Sessions as well as presenting to our team which gave me the confidence in preparing and presenting in front of groups and allowed me to show my ability in doing this.

Employed by Eurospar where I was employed as part of its floor staff. Duties include stock ordering, delivery taking and floor activities. Participated in staff training and cash ups also.

Employed by Lifestyle Sports as a retail sales assistant. Worked in a team environment and in my position we had sales targets which I excelled in.

Employed by Champion Sports Drogheda as a retail sales assistant. Worked in a team environment and in my position we had sales targets which I excelled in and was comfortable in achieving them.

Employed by Francis Mc Carthy (Accountant and Auditor) to perform Inventory Stock Checks and Reconciliation exercises in clients premises.

Employed by Francis Mc Carthy (Accountant and Auditor) to perform Inventory Stock Checks and Reconciliation exercises in clients premises.

Employed by Francis Mc Carthy (Accountant and Auditor) to perform Inventory Stock Checks and Reconciliation exercises in clients premises.