Mark Tobin Email & Phone Number

Ireland

Leading Client Services, Training and Development, Quality Assurance, Vendor Operations and Change Management teams across our Internal and Vendor network at TikTok. Responsible for ensuring scalable organisational growth and efficiency across our Sales and Support channels through building and executing a strategic vision for our teams. Key Achievements (2023):- Reduced vendor costs by >45% per capita. - Increased Client Services average resolution time by ~35%- Increased Customer Satisfaction by~20%- Achieved over >100% attainment for vendor sales programs

Ireland

This role has provided me with opportunity to drive impact across both sides of Airbnb’s Market place. In 2015, I became responsible for Airbnb’s Pro Host Acquisition teams. I scaled our team from 12 Account Representatives in EMEA to over 100 across the globe. In 2018, I took responsibility of our Airbnb for Work Client Engagement Representatives. This team focusses on building strategic partnerships with SMB and Enterprise level companies that are looking to use Airbnb for Business Travel. As of December 2019, Business Travel accounted for over 12% of Airbnb’s total revenue.In 2019, I supported the acquisition of Gaest.com, an Event Space start-up. I helped integrate their operations team and supported their go to market strategy. Key Responsibilities:Manage a team of 150+ Account Reps and Managers through hyper-growth and driving innovation through collaboration, engagement and empowerment.Develop and execute playbooks to enable a distributed team of Account Representatives across multiple sites.Work closely with product teams to develop tools and products to optimise Airbnb for both Professional Hosts and Business Travellers.Cross-functional engagement with Product, Product Marketing, Engineering, Design, Research, Data Science, Finance, Legal, and Global Operations to enable our teams to succeed against ambitious goals.

Dublin

As a Customer Experience Lead, I was responsible for coaching/leading a team of Customer Experience Reps through driving engagement. Process improvement, reporting and workflow optimisation were key components of this role.

Dublin, Ireland

Sky established a dedicated customer contact centre for their Irish customer base in 2012 and I was part of the original leadership team. During the launch phase, I managed the post-training cycle for all Customer Service agents and Leaders. 700+ agents graduated through this 4 week process in the first 9 months.After the launch phase, I managed a team of experts who focussed on Regulatory complaints, Executive Complaints and Product launches. We also launched Sky's first Irish Social Media platform.

Dublin, Ireland

Permanent TSB is a leading provider of personal financial services in Ireland. In an increasingly difficult financial period, we worked to help our customers alleviate their financial pressures.

Navan, Co Meath

Conduit are one of Ireland's leading Business process outsourcing companies. In 2010, they successfully tendered for the Emergency Call Answering Service for the Republic of Ireland and I was part of the startup team.

Dublin, Ireland

BT2, a subsidiary of Brown Thomas, is a contemporary fashion house with a keen focus on providing five star customer service. This is where I got my first experience of leading a team and delivering exceptional customer service.