Kev Mahon Email & Phone Number

Dublin, County Dublin, Ireland

• A manager of work force management (WFM) responsible for Legal Ops team within Twitter. Report generation, intra-day performance monitoring. Creating and maintenance of staff schedules. Responsible for multi-market.
• Forecasting volumes for DE, FR, and KR markets.
• Schedule creation and maintenance across multiple markets and subqueues.
• Maintaining headcount alignment and projected needs, which preserving budget and finacial utilization.
• Direct manager for support roles team.
• Responsible for development of direct reports to enhance their WFM knowledge.

Dublin, Ireland

A real time analyst (RTA) and short term scheduler in work force management (WFM) for International business regions. Report creation and generation, and building of staff schedules to meet business needs. Responsible for all staff accounts, onboarding and offboarding, upon hire and departure. Creation of different business reports which were not.

Ebay, Dublin

• A real time analyst (RTA) monitoring live day activity for work force management (WFM). Report generation, intra-day performance creation and maintenance of staff schedules. Maintenance of staff accounts upon hire and.
• Report generation and IDP creation.
• Schedule maintenance and publishing to meet shift bid requirements.
• Leading training sessions to educate all agents on new scheduling system in place.
• Responsible for onboarding and offboarding of staff into internal systems upon hiring or departure.
• Development of skills to work on forecasting and planning for Capacity Planning support

County Dublin, Ireland

• A real time analyst monitoring live day activity for work force management. Project management for improvement of existing systems. Lead analyst for reporting on European site performance. Backup support for UK and US.
• Utilized analytic knowledge for problem recognition and solution initiation
• Managing Adhoc requests for skilling changes
• Worked on skilling template project to reduce time expenditure for the busiest LOBs, resulting in a decrease in time expenditure of approx. 75%.
• Responsible for daily reporting of call volume trends and AHT trends for up to 40 LOBs.
• Became Lean Six Sigma YellowBelt certified with projects that I had undertaken during this role.

Dublin, Ireland

• Daily entry of purchase requests from high profile companies. Data integrity. Customer liaison. Product knowledge training design and delivery. Homesite IT support including system setup in Server room.
• Promotion to B2B Accounts Manager for Broadcom Global, on top of pre-existing tasks due to ability to multitaskand handle heavy workloads.
• Liaising communications between Customers, Customer Logistics Reps, Sales team, and internal Sales Reps.
• Performing quality checks on orders entered in systems.
• Maintaining B2B, RMA, FOC orders, alongside Proforma invoicing, CDM billing, and Forecasting.
• Delivering training, for which I designed the training material myself, to other members of the team on areaswhere I have excelled as a Subject Matter Expert.

Dublin, Ireland

Customers support to address broadband issues. Developed stakeholder management and inter-company communication and liaison skills.

Galway, Ireland

• Utilized RTA knowledge for implementation of skill changes at the time of game launch. RTA for the launch of multiple new products. Daily reporting of contact volume trends. Global meetings to coordinate staffing for.
• Utilized analytic knowledge for problem recognition and solution initiation, including chat skill concurrency changes at the time of game launch.
• Acted as RTA for the launch of SimCity, The Sims 3 expansions, Battlefield 3, Battlefield 3: End Game, Tiger Woods 2014, Army of Two: Devils Cartel, Star Wars: The Old Republic Free To Play Launch, Star Wars The Old.
• Implemented a chat concurrency system during times of large volumes that allows an ASA of 40 minutes to be cut to an approx. 10 minutes.
• Drove 150% improvement in customer satisfaction score (CSAT) from 2.8 to 4.2 and improved agent morale by developing a chat concurrency plan that was implemented when specific limits were exceeded.

Galway, Ireland

• Customer query response support. Developed key policies and procedures for global use. Protected company intellectual property using data analysis skills for fraud detection.
• Utilizing policies and procedures to deliver top level customer support with an average CSAT result of 4.3 out of 5.
• Original members of a specialised team, which consisted of 3% of staff, which then became one of the biggest areas.
• Undertook multiple projects while on the Item Restoration team to discover new fixes for arising issues, then sharing this knowledge across the company.
• Became a point of contact for the specialised team where I was the 1 person in the company that would be approached on a daily basis to assist with complex issues the other CSRs faced when they took on Item Restoration.
• Co-wrote a number of policies and procedures, in a team of 3, for Item Restoration, which are still being used throughout the company today.

Toronto, Ontario, Canada

• Managed a team of five artists.
• Head body piercer, assisting with a body piercing apprentice completing their apprenticeship.
• In charge of tool cleaning and sterilization for the tattoo parlour.
• Managed sales section of store..

Waterford, Ireland

• Daily interaction with customers across Phone, Email and Live Chat.
• Awarded agent of the month award.
• Selected to be sent to Manchester for technical support project with Carphone Warehouse.
• Member of team that won CCNA award for best use of internal technology for creating an in house tool for use on live chats
• Provided On The Job Training for colleagues to bring them to a higher quality standard.
• Conducted team meetings for Team Manager during his absence.

Mechanical Engineering

Lean Six Sigma Black Belt