Marc Burns Email & Phone Number

County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

As a Customer Experience Specialist and Team Lead, I conduct in-depth customer sentiment analysis, guiding Product and Marketing teams to align with market demands and GTM strategies. I develop and implement Customer Experience best practices, establishing and analyzing key metrics for Customer Success and Satisfaction. I foster a cohesive, fully remote team environment across multiple countries, promoting engagement and team-building in a virtual setting. Managing TrustPilot and social media accounts, I drive public perception and brand trust, implementing targeted strategies to enhance positive review conversions. My passion lies in elevating customer experiences and driving business successthrough insightful analysis and strategic initiatives.Below are my Key Contributions in this role:• Achieved a 30% conversion rate by steering a recovery campaign to recapture lost sales.• Amplified positive TrustPilot reviews by 600% through spearheading a targeted outreach campaign. • Pioneered cross-selling initiatives for food intolerance testing kits, aligning with customer needs and contributing to revenue growth. • Capitalized on market opportunities by identifying customer needs for food intolerance testing andintegrating weekly sales KPIs resulting in boosting revenue.

Rathcoole, Co. Dublin, Ireland

During my tenure as a Customer Care Expert, I excelled in qualifying inbound leads, identifying opportunities for cross-selling and up-selling premium subscriptions and add-ons. I engaged with customers through various channels like webchat, email, and social media, delivering comprehensive support tailored to their needs. My commitment to diversity and inclusion was evident as I actively participated in the LGBTQ+ resource group, organizing events and campaigns to foster an inclusive workplace environment. By prioritizing customer satisfaction and enhancing net promoter scores, I significantly contributed to our company's reputation for superior client care.Below are my Key Contributions in this role:• Championed diversity and inclusion initiatives, leading to a more welcoming and supportive company culture. • Successfully navigated complex customer inquiries to ensure a high retention rate of premiumsubscription users. Maintained a 98% customer satisfaction score for reflecting exceptional service and problem-solving capabilities. • Connected users with in-house website designers, boosting the Wix Partner Program's revenue through strategic client engagement. Mentored eight new colleagues through the Wix Mentoring Program by demonstrating leadership and commitment to team development. • Consistently ranked as a top performer for exceeding KPIs/targets throughout the year by displayinga track record of sustained overachievement. • Enhanced user experience and customer satisfaction by providing first and second-line support fortechnical issues, licensing, and account inquiries for all Wix products.

Dublin, County Dublin, Ireland

While serving as a Contact Centre Associate from 2021 to 2022, I took pride in enhancing customer experiences. Managing accounts, assessing Security and Compliance requirements, and facilitating service renewals were all part of my daily routine. I thrived on tailoring Security and Compliance services to suit the unique needs of SMBs, consistently meeting and exceeding daily KPIs. My dedication extended beyond the initial sale. I ensured strong follow-up practices to foster loyalty and encourage repeat business. Recognizing upsell opportunities, I adeptly recommended additional security and compliance products aligned with customer objectives. Through strategic product recommendations, I significantly bolstered brand loyalty and enhanced sales effectiveness.Below are my Key Contributions in this role:• Drove sales growth through effective cold calling and engagement with inbound prospects.• Amplified customer retention by providing comprehensive account support and management. • Surpassed monthly KPIs with a notable 40% conversion rate in a brief tenure through the execution of best practices. • Recognized for exceptional relationship-building skills, pivotal in developing trust and long-termcustomer partnerships.

County Dublin, Ireland

As a Sales Advisor my responsibilities included:Diligent time management.Assisting customers with sales queries and complaint handling.Cross sell and upsell activities to boost revenue.Assisting in achievement of store weekly and monthly targets.Working as part of a dynamic team, shifting between departments as needed.

County Dublin, Ireland

Sales Advisor and Store Assistant Responsibilities:Assisting customers in completing their purchases.