Mark Martins Email & Phone Number

Dublin, Ireland

Managing a team of Technical Support Specialists and Engineers (customer-facing and internal roles) specialised in the Zendesk family of products, supporting 7 languages; Delivering and reporting on KPI metrics (CSAT, FRT, TTC, Productivity, AHT, QA); Handling customer escalations; Identifying process opportunities; Conducting quality evaluations and analysis; Coaching and developping team; Recruiting and maitaining the required headcount

Dublin, Ireland

Leading and mentoring a team of 12 agents who work across several differentshifts; Providing regular coaching (personal and professional) to individual teammembers; Reviewing, fine-tuning and developing existing customer-centric processes; Managing escalation calls with customers; Recruiting and onboarding new team members; Mentoring junior, senior and lead team members

County Dublin, Ireland

Dublin, Ireland

Launching and leading a dynamic Customer Success team to help us retain and grow our customer base; Connecting to HQ for two-way sharing of best practices, team meetings and coaching; Managing escalation calls with customers; Contributing to the improvement of process and aid the needs of a growing team; Understanding competitor space, offerings and value proposition of Clio against these alternative solutions

Ottawa, Canada Area

Launching the SurveyMonkey Ottawa Customer Operations team by recruiting, on-boarding and coaching the first team of Customer Engagement Representatives in this office. Leveraging the creation of this team to work closely with the senior management team to fine-tune global processes across teams based in multiple locations.All the while, serving as the primary support channel for customers hosted in SurveyMonkey's Canadian data center.

Dublin, Ireland

Managing a high-performing group of skilled of Customer Engagement Representatives who work together in a collaborative way to provide the highest level of customer support. Leading through way of regular coaching and mentoring to help individuals expand their skills and strategic perspective. As well as working closely with cross functional counterparts to ensure alignment around tactical and strategic initiatives, contributing to the customer department and wider org by developing and… Show more Managing a high-performing group of skilled of Customer Engagement Representatives who work together in a collaborative way to provide the highest level of customer support. Leading through way of regular coaching and mentoring to help individuals expand their skills and strategic perspective. As well as working closely with cross functional counterparts to ensure alignment around tactical and strategic initiatives, contributing to the customer department and wider org by developing and improving internal processes and programs that impact internal and external customers. Show less

Dublin, Ireland

Responding to top tier customer product inquiries via phone or written email. Resolving customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshooting problems with malfunctioning software applications while recommending corrective action. Consistently high performer on the team in both core metrics: quality and productivity, having become an expert of SurveyMonkey products and customer use cases. Leveraging this… Show more Responding to top tier customer product inquiries via phone or written email. Resolving customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshooting problems with malfunctioning software applications while recommending corrective action. Consistently high performer on the team in both core metrics: quality and productivity, having become an expert of SurveyMonkey products and customer use cases. Leveraging this expertise by providing pre-sales assistance to both customer success teams and potential customers and on-boarding new accounts. As well as determining and consolidating customer operations processes benefiting both internal and external costumers. Show less

Dublin, Ireland

Responding to customer product inquiries via phone or written email. Resolving customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshooting problems with malfunctioning software applications and recommending corrective action. Documenting customer information and recurring technical issues to support product quality programs and product development.Taking on additional duties by providing Social Media support… Show more Responding to customer product inquiries via phone or written email. Resolving customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Troubleshooting problems with malfunctioning software applications and recommending corrective action. Documenting customer information and recurring technical issues to support product quality programs and product development.Taking on additional duties by providing Social Media support (Facebook and Twitter). As well as providing regular escalation point or mentor opportunities for troubleshooting advanced issues. Show less

Lisbon, Portugal

Responds to customer product inquiries via phone or written email. Resolves customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning software applications and recommends corrective action. Documents customer information and recurring technical issues to… Show more Responds to customer product inquiries via phone or written email. Resolves customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development. Show less

Lisbon Area, Portugal

Teaching; planning; training; corporate department; study assistance; Sales assistance; sales prospects management; welcoming clients; taking/making phone calls; Service and sales integration; promoting company product to new clients and prospects; periodical course progress meetings with sales consultants and clients; English language tutoring; responsible for personalized course management; class bookings; scheduling; organizing and preparing activities.

Lisbon Area, Portugal

English to Portuguese and Portuguese to English in general topics

Lisbon Area, Portugal

Delivery of individual or group lessons covering all areas of the English language (grammar, vocabulary, speaking, reading, writing).