Nicholas O' Fegan Email & Phone Number

Galway, County Galway, Ireland

Dublin, County Dublin, Ireland

Team Leadership and Mentoring: Institutionalising collaborative work environments to mentor and inspire teams, empower and leverage individual strengths and cultivate a culture of continuous improvement.Future-Vision Ready: Channelling my leadership competencies to drive transformative change while constantly seeking innovative ways to refine processes, increase efficiencies and sustain the highest quality standards to deliver meaningful impact.I enjoy meeting new people and… Show more Team Leadership and Mentoring: Institutionalising collaborative work environments to mentor and inspire teams, empower and leverage individual strengths and cultivate a culture of continuous improvement.Future-Vision Ready: Channelling my leadership competencies to drive transformative change while constantly seeking innovative ways to refine processes, increase efficiencies and sustain the highest quality standards to deliver meaningful impact.I enjoy meeting new people and learning new perspectives over a cup of coffee. DM me, add me to your network or email me at N.ofegan.nof@gmail.com to discuss opportunities for mutual collaboration. Show less

County Galway, Ireland

Leading a team of 14 top-performing technical support members across CSAT, QA and Issue Resolution Rates, I integrated Meta, Google, TikTok and Spotify into the Shopify Platform. Further, I analysed current workflow data and product gaps affecting volumes and metrics while operationalising new vendor teams to boost the productivity of the core teams and applying LEAN 6-Sigma to create a BPO training strategy and support high-value and low-effort interactions.My critical accomplishments… Show more Leading a team of 14 top-performing technical support members across CSAT, QA and Issue Resolution Rates, I integrated Meta, Google, TikTok and Spotify into the Shopify Platform. Further, I analysed current workflow data and product gaps affecting volumes and metrics while operationalising new vendor teams to boost the productivity of the core teams and applying LEAN 6-Sigma to create a BPO training strategy and support high-value and low-effort interactions.My critical accomplishments in this position include the following:Advocating/sponsoring L1/L2 support specialists' involvement in project/product development opportunities and facilitating the internal transfer of 3 support employees to development teams at lowered hiring costs.Designing and implementing new Marketplace-specific QA scorecards, liaising with global QA teams to align global QA approaches with Marketplace users' needs and realise a 10% increase in QA scores across the 4 Marketplaces.Designing and delivering a holistic 2-week training programme to enable the BPO team to deflect over 25% of incoming support volume off the core team.Interviewing over 30 candidates as a Senior Lead on the hiring team, including selecting and onboarding 2 new lead hires.Piloting employee engagement and welfare initiatives to receive the highest internal Gallup Poll scores across all metrics among all 4 Marketplace teams despite market downturns.Formulating a strategic communication programme for all Marketplace teams throughout Shopify to deploy redundancies in the Lead’s absence and steering the team through adversity. Show less

Ireland

In November 2019, I moved to the Marketplaces division as a Senior Specialist.My critical achievements in this position include the following:Closing 70 successful sales deals to realise $250K revenue for sellers by providing tech support to run the existing and new merchants’ online business on Shopify and using a 3P escrow service.Deploying LEAN DMAIC and 6-Sigma principles to support the Project Management teams to analyse data and project work and recommend… Show more In November 2019, I moved to the Marketplaces division as a Senior Specialist.My critical achievements in this position include the following:Closing 70 successful sales deals to realise $250K revenue for sellers by providing tech support to run the existing and new merchants’ online business on Shopify and using a 3P escrow service.Deploying LEAN DMAIC and 6-Sigma principles to support the Project Management teams to analyse data and project work and recommend appropriate strategies to enhance operational efficiency.Launching cross-functional team Standard Operating Procedures (SOPs) for Shopify’s fraud, loss, financial and legal teams to secure accounts, prevent frauds and map/streamline 150 steps in the legal process.Rationalising the new hire onboarding and training process to reduce store intake handling times by 33% while hiring 2 new support leads. Show less

Ireland

My critical achievements in this position include the following:▪ Leading teams of up to 16 frontline support advisors on email, chat and phonesacross the EMEA & APAC regions.▪ Managed KPI and performance of CSAT, FRT, AHT, FCR, QA and follow-up times,reducing escalation resolution rates by over 50%.▪ Applied robust performance management strategies, including SMART, STAR andIGROW goal setting methodologies to enhance individual/group productivity.▪ Employed… Show more My critical achievements in this position include the following:▪ Leading teams of up to 16 frontline support advisors on email, chat and phonesacross the EMEA & APAC regions.▪ Managed KPI and performance of CSAT, FRT, AHT, FCR, QA and follow-up times,reducing escalation resolution rates by over 50%.▪ Applied robust performance management strategies, including SMART, STAR andIGROW goal setting methodologies to enhance individual/group productivity.▪ Employed personality-based coaching, including enneagrams and Myers-BriggsType Indicator to encourage individual personal development and culturalengagement with a customer-centred focus. Show less

Ireland

Frontline customer support representativeReceived excellent performance reviewsthroughout my tenure

Food prep, H&S, food service