Mark R. Email & Phone Number

Dublin, Ie

Remote, Ireland

Remote, Ireland

Dublin, County Dublin, Ireland

Complete all the duties of a level 1 agent along with the following added responsibilities:• Resolve complicated cases escalated from Level 1 agents.• Provide input on improving new and existing processes and relay information to our department.• Zendesk administration duties responsible for ensuring Zendesk meets our department needs by creating automations, triggers and reporting through Chat, Explore and Support. • Create data dashboards via Zendesk Explore and Looker. • Monitor and resolve social media queries.• Provide feedback and reports on emerging trends to management and internal stakeholders and make recommendations for improvements.• Generate, track and issue promotional codes/ marketing codes via Talon One.• Use access to partner APIs to check and confirm top up status for customers.• Use DingConnect, our partner reselling platform, to genertate top ups/ gift cards.• Report bugs and customer reported issues to relevant departments and work closely to resolve them.

Dublin, County Dublin, Ireland

• Ensure cases are resolved in a timely manner while meeting all established quality and customer satisfaction metrics.• Handle a high volume of customer tickets via chat and email.• Analyze and monitor high volumes of transactions in real time to identify and prevent fraudulent activities at all levels – from individual accounts to country wide patterns.

Dublin, County Dublin, Ireland

Inside Sales for FCR Media, Irelands first Google Premium Partner,specialising in local search, presence & digital advertising solutions forSME’s across online & mobile platforms. Solutions include website design,ecommerce, Google AdWord campaigns and SEO optimistation.• Educating customers on our digital advertising solutions.• Meeting challenging monthly new business targets.• Maintain high call and email activity with minimum 80+ calls per day and20+ emails per day.• Hunting customers through directories, newspapers, websites etc.• Selling and educating customers on Snapsync, our SaaS solution fordirectory misinformation.• Present cross sell and upsell opportunities to our existing customers.• Constantly upskill through Google Premier Partner exams along with other digital media exams offered by institutions such as Hubspot, Twitter etc

Dublin, County Dublin, Ireland

In April 2017 I was one of two promoted to spearhead the running and establishment of a newly opened dedicated department with the sole focus of selling our premium services to existing customers while also acquiring new business to grow revenue. Duties in this role include:• Grow revenue ensuring that challenging revenue targets are achieved.• Identify new business opportunities by extracting insights from data available.• Ensure high restaurant partner satisfaction, both in terms of product performance as well as service delivery to each of my 300+ accounts.• Ensure eligibility criteria to be on top placement are met, in order to ensure that our customers also benefit from ordering from top placement restaurants. • Reporting directly to Director of New Business, New Business Manager & Commercial Director in order to ensure strategic objectives are rolled out efficiently.• In control of entire sales process from lead generation to closing sales. Set up through cold calling, upselling to existing clients, email campaigns and sms campaigns. As of April 2018 I have helped contribute to 170% of YoY revenue growth for the product, which is highest in the Just Eat group. Product revenue grew from €400,000 to over €1.5m within a year and a half.I have also received two 'flavour of the moment' awards during this time which is given to employees who have shown exceptional work and contribution to the company.

Dublin, County Dublin, Ireland

• Account managing. This included resolving issues any restaurant partner had ensuring they are fully satisfied with the Just Eat service.• Conducting business reviews with restaurant owners. This was achieved by analysing data on restaurant trends and using this data to plan, inform and implement strategies for restaurants on how they can improve their business.• Selling premium services such as sponsorship and merchandise to our restaurant partners. • Creating and following up leads for new restaurant sign ups. • Dealing with restaurants who have asked to leave Just Eat.• Ad hoc tasks such as data collection etc.• Logging all leads and opportunities in Salesforce.

Dublin, County Dublin, Ireland

• Inbound customer and restaurant support via chat, email and phone calls. • Support Order Management processes incl. order cancellations and outbound activities.• Process small restaurant data updates (e.g. minor menu updates).• Process customer compensation activities.• Complete internal task management between teams to ensure resolution of tickets.• Manage temporary closed restaurants and restaurants with high order cancellation and/or manual confirmation rates.• Drive restaurant case escalations.• Complete proactive compliance monitoring (Fraudulent Reviews, Disabled Payouts etc.).• Complete data entry for new Sign Ups (Menu & Delivery Areas etc.)• Provide data entry support for existing restaurants (Menus/Delivery Areas/Opening Hours updates & Change Requests).• Provide restaurant finance related support (e.g. Invoices, Payments etc.).• Create Credit Notes and supporting finance processes.• Provide troubleshooting advice for device Hardware / Software issues.• Provide social media support (e.g. Facebook, Twitter, Instagram).• Monitor review sites & app reviews.• Support issues with vouchers, loyalty points etc.

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