Mark Concannon Email & Phone Number

• ModSquad is a global provider of on-demand CX services, known as ModSourcing: outsourcing modernized. We offer expert service in customer support, moderation, social media, and community. Clients include the NFL, DFW.
• Proactively pursuing… Show more ModSquad is a global provider of on-demand CX services, known as ModSourcing: outsourcing modernized. We offer expert service in customer support, moderation, social media, and.
• Proactively pursuing the development and expansion of regular and strategic accounts to ensure achievement of assigned business goals
• Develop, build and nurture long-term relationships with key executive management within the customer organizations
• Assist project management teams in driving team performance KPI's and SLA adherence
• Research emerging industry trends, new applications, concepts and techniques to update current training/orientation curriculum as appropriate

Derry, Ireland

Ensuring overall project success, confirming SLA’s KPI’s are being met and reported to clients weekly.Responsible for project teams of up to 150 people, as well as mentoring and managing up to 15 leads and 10 managers.Working with multiple departments from HR, recruitment, sales etc on project ramp ups and project launches to ensure smooth.

Supported Project Managers with quality assurance, scheduling hours, productivity checks, coaching/guiding mods to help performance.Individual QA sessions with moderators to ensure high standards. Responsible for creating and the upkeep of training/orientation materials. Leading weekly lead meetings and mod workshops to ensure feedback is being provided.

Responsible for upwards of 150 mods ensuring SLA’s are being met in real-time, schedule adherence and answering project specific queries. Providing real-time feedback to ensure best practices are being followed.

Providing phone, chat and email support for a large CS project.

Completed incoming technical phone support for the o2 and Sky contracts. Through my time I was sales through champion on multiple teams and provided strong CS support to ensure my weekly targets were being met.