Kevin Mcelligott Email & Phone Number

From September 2023 to February 2024, I worked as an Admin Specialist at Amazon UK. Since March 2024, I am the Team Lead for this Department. My primary role is to provide support to the Amazon Leadership Team, Training Team, and Workflow Team.-Data Mining. I review each Customer-Service-Agent's daily performance regarding productivity, schedule adherence, and other performance-based metrics. This is collated into Team and Departmental data analysis, and reports are filed to Team… Show more From September 2023 to February 2024, I worked as an Admin Specialist at Amazon UK. Since March 2024, I am the Team Lead for this Department. My primary role is to provide support to the Amazon Leadership Team, Training Team, and Workflow Team.-Data Mining. I review each Customer-Service-Agent's daily performance regarding productivity, schedule adherence, and other performance-based metrics. This is collated into Team and Departmental data analysis, and reports are filed to Team Managers for suggestions and concerns regarding the Performance, Availability, and Wellbeing of their Team. - Point-of-Contact for Agents. I am available on a Support Email / Chat so that agents can reach out during their shifts if they require feedback or guidance on any issues related to their Schedule, Contact-Handling, Technical Issues, Troubleshooting Amazon Policies, and Emotional Support. - Scheduling multiple Team Huddles, Training Exercises, Project Work, and 121 Manager Meetings. - Creating Standard-Operating-Procedure documents. Amazon is always creating new and advanced tools, and a priority of Admin is to ensure these tools can be used effectively by all members of the Leadership Team. This requires the review of Training Material, Amazon Policies, and IT Support Troubleshooting, and then collating all the information in a readable format that can be easily accessed and managed when Agents are having difficulty using the tool after onboarding.- Projects: I am also involved in many Development Projects related to the Admin of Amazon's Customer Service. This includes scheduling and coordinating Learning Sessions with Agents, meetings with Amazon's Global Command, HR investigations, Data-Mining, and Fun Team Activities. Show less

For the last five years, I have worked across numerous Customer Service departments for Amazon UK. My most prominent role has been in the Privacy department:• I direct customers on how to close their accounts and manage their personal data• I handle escalations from customers and government bodies about Amazon's Data Protection policies• I assist Amazon Legal Support with transferring ownership of Deceased Account Data to their ExecutorI have sole responsibility in Amazon UK… Show more For the last five years, I have worked across numerous Customer Service departments for Amazon UK. My most prominent role has been in the Privacy department:• I direct customers on how to close their accounts and manage their personal data• I handle escalations from customers and government bodies about Amazon's Data Protection policies• I assist Amazon Legal Support with transferring ownership of Deceased Account Data to their ExecutorI have sole responsibility in Amazon UK ACDD for resolving Non-Compliant Data Deletion queries: • I deep-dive Customer Contacts with a Privacy Team when a customer's Data Deletion request was not escalated by a Customer Service Agent• I write a formal Coaching Form to the relevant Agent • I re-engage the customer about their Privacy concern and resolve it as requestedIn June 2023, I graduated from the Amazon Thrive Program, a global development program designed to provide participants with important Leadership Skills. This Program has developed my skills in managing Team Meetings, directing 1-on-1 Coaching Sessions, and analysing Performance and Quality Data for Amazon UK Customer Service Agents. Show less

My tasks in this position were to ensure that all account closures on Amazon UK were analysed, reviewed, and compliant with UK and EU Data Protection:• I made weekly Quality Assurance Reports to a Team of Managers with any findings, updates, or relevant data to identify knowledge gaps from our Account Closure Team.• I coached Non-Compliant Customer-Service Agents to ensure they understood how to correctly use the internal tools and resources to delete customer data on closed… Show more My tasks in this position were to ensure that all account closures on Amazon UK were analysed, reviewed, and compliant with UK and EU Data Protection:• I made weekly Quality Assurance Reports to a Team of Managers with any findings, updates, or relevant data to identify knowledge gaps from our Account Closure Team.• I coached Non-Compliant Customer-Service Agents to ensure they understood how to correctly use the internal tools and resources to delete customer data on closed accounts.The Compliance of the UK Account closure Team had a benchmark goal of 85%. After I became Head of QA, weekly Compliance scores improved by 25% and consistently exceeded the benchmark standard for six months (from an average of 66% Compliance to 91% Compliance). Show less

County Dublin, Ireland

• 290 Articles edited and published with Otia Magazine, an online publication dedicated to uncovering arts and culture in the international technology community• I prepared relevant questionnaires for contributors based on their hobbies and interest• I managed communications with contributors• I created compelling articles from contributor’s questionnaires• I published articles on Otia.io• I acted as a Brand Ambassador for Otia Magazine

County Kerry, Ireland

• I marketed this new event to a wide audience through both social media and traditional print media• I co-ordinating resources with festival organiser• My administration duties included website creation and maintenance• I filmed and edited promotional YouTube videos• I created social gatherings between local audience and musicians• I documented the event for future advertising

County Kerry, Ireland

• I wrote weekly press releases to the Dingle Film Festival contact database• I sourced film synopses• I edited and proofread festival documents• I assisted with speechwriting and letter writing• I promoted local tourism to festival guests and financiers• I communicated with the press, filmmakers, film distributors, and festival guests

Microsoft Excel 2016, Distinction

This course offered an exciting, innovative approach to online Microsoft Excel training and focused on the latest release of this popular.

Bachelor Of Arts - Ba, Creative Writing For Digital Media, First-Class Honours

Activities and Societies: Treasurer of the IT Tralee Creative Writing Society in the academic year 2015/16. Elected class representative.

Leaving Certficiate