Patrick Curtin Email & Phone Number

Limerick, Lk, Ie

Limerick, County Limerick, Ireland

•Responding to customer requests via CRM and Phone. Dealing with cases relating to any of our 5 different platforms and various modules within each platform. •On boarding and training new customers on the platform as well as learning from the customer their day to day duties and ensuring they are using the best method to increase productivity. •Performing daily checks on our platforms and servers to ensure we are within all thresholds set and reporting any abnormalities directly… Show more •Responding to customer requests via CRM and Phone. Dealing with cases relating to any of our 5 different platforms and various modules within each platform. •On boarding and training new customers on the platform as well as learning from the customer their day to day duties and ensuring they are using the best method to increase productivity. •Performing daily checks on our platforms and servers to ensure we are within all thresholds set and reporting any abnormalities directly to my manager and development team. •Running meetings with high end clients on boarding and training them as well as setting weekly meeting regarding roll out plans and dealing with multiple POC’s in separate locations to ensure the correct process are being followed and everyone is trained correctly. •Troubleshooting, documenting and reporting any bugs our issues within the platform andensuring the issue is tested and resolved. Also when this is reported by a client ensuring them of the SLA and keeping contact until the issue has been resolved and the customer is satisfied. •Enrolling, Configuring and testing all mobile devices before being shipped out to customers,ensuring the device has been fully tested and is in Kiosk before documenting the device in excel. •Creating FAQ guides to help new users navigate the system correctly and updating thedocument with any changes to the platforms. •Assisting and running demo’s on sales calls acting SME for the product. Show less

Limerick, County Limerick, Ireland

• Managing IT inventory for hardware and software such as work mobile’s, laptops, PC’s, monitors and licenses for applications such as office 365. •Maintaining and supporting colleagues with IT inventory including printers, webcams,monitors etc. •Providing support with any internal tickets sent into our CRM and making calls directly withany affected colleagues to ensure the issue has been resolved promptly. •Setting up IT equipment such as monitor, PC’s, laptops… Show more • Managing IT inventory for hardware and software such as work mobile’s, laptops, PC’s, monitors and licenses for applications such as office 365. •Maintaining and supporting colleagues with IT inventory including printers, webcams,monitors etc. •Providing support with any internal tickets sent into our CRM and making calls directly withany affected colleagues to ensure the issue has been resolved promptly. •Setting up IT equipment such as monitor, PC’s, laptops etc.•Setting up user accounts in various different applications and allowing user’s access togroup’s relevant to them using active directory. •Reporting and escalating any issues related to third party systems and ensuring the correct fix has been put in place in a timely fashion. Show less

County Limerick, Ireland

• Full knowledge of how both our IT systems and products (booking engine, Content management system) operate and provide support and training to both external clients and internal staff.• Be accountable for assigned customer cases.• Create Technical Documents and Manuals.• Support Third Party Interfaces over XML and JSON feeds.• Record and log all customer queries and requests by telephone and email in our support CRM.• Respond to clients promptly and… Show more • Full knowledge of how both our IT systems and products (booking engine, Content management system) operate and provide support and training to both external clients and internal staff.• Be accountable for assigned customer cases.• Create Technical Documents and Manuals.• Support Third Party Interfaces over XML and JSON feeds.• Record and log all customer queries and requests by telephone and email in our support CRM.• Respond to clients promptly and clearly with a resolution.• When necessary, escalate issues within the company or liaise with third parties.• Produce internal customer service related reports and documentation.• Work closely with Account Managers, Designers, Digital Marketing and Software teams on achieving client issue resolutions within expected timelines.• Manage and troubleshoot the domain name renewals and transfer process for both .ie and.com.• Handle all network issues including backup and restores.• Sourcing and installation of all new IT hardware & Software.• Maintain all hardware onsite. (NAS, switches, computers, PBX, and phones).• Remote support for sales team on any IT issues. Show less

County Limerick, Ireland

• Monitoring and maintaining service level.• Dealing directly via email and mobile with our Business Account Agents on any and all high end enterprise accounts.• Speaking to customers directly as a supervisor in a professional and empathic way to make sure the customers query gets resolved professional and swiftly.• Ensuring that the correct processes are adhered to by all agents.• Escalating accounts and technical issues to resolved get as quickly as… Show more • Monitoring and maintaining service level.• Dealing directly via email and mobile with our Business Account Agents on any and all high end enterprise accounts.• Speaking to customers directly as a supervisor in a professional and empathic way to make sure the customers query gets resolved professional and swiftly.• Ensuring that the correct processes are adhered to by all agents.• Escalating accounts and technical issues to resolved get as quickly as possible.• Speaking one to one with agents, providing any agents who require extra training and sharing my knowledge of enterprise accounts and processes.• Monitoring agents and departments NPS, keeping spirits high in the department by encouraging agents and using positive words and incentives.• Advising agents on phrases and ways that have made the customers experience better and has improved my NPS as a part of this.• Identifying any direct causes for poor NPS or multicallers within my department. • Maintaining our modem audit queue where our agents request replacement modem. • Helping out Team Leaders of all different departments with any queries they may have.• Dealing with our department’s ticket queue ensuring all agents are following up with their customers in a timely fashion.• Doing call qualities and one to one coaching sessions with agents and settings up coaching requirements for both me and the agent to follow up on to ensure our agents are always improving and growing as agents. Show less

County Limerick, Ireland

• Acting as a point of contact and support for any new agents on the team advising on technical queries or processes to adhere as a more senior agent in my department.• Creating templates to better support the team such as (showing customer’s how to set up bridging modems and port forwarding modems).• Taking high volumes of incoming and outgoing calls.• Making sure ownership is shown with any accounts I deal with and also following up with customers to ensure the best… Show more • Acting as a point of contact and support for any new agents on the team advising on technical queries or processes to adhere as a more senior agent in my department.• Creating templates to better support the team such as (showing customer’s how to set up bridging modems and port forwarding modems).• Taking high volumes of incoming and outgoing calls.• Making sure ownership is shown with any accounts I deal with and also following up with customers to ensure the best customer experience and to avoid any mulicallers.• Showing professionalism and empathy when dealing with customers.• Troubleshooting the customer’s issues and taking it in turn to resolve the issue efficiently.• Providing support on platforms such as ADSL, VDSL, FTTH, VPN, PSTN, ISDN and IP.• Maintaining my day to day task’s following up with all customers regardless on updates to avoid multicallers and provide the best customer experience for the customer. Show less

Listowel, Kerry

11 months experience as a bartender were I served customers, cleaned the bar, changed kegs and opened and closed the bar and trained in new bartenders.

County Limerick, Ireland

Door to door salesperson after a short while of working for the company I became a team leader were i had a team of 4 sales agents were I would coach each agent on our process's and at the end of everyday evaluate the agents performance and advise them on how to improve as well a being one of the first people in the office in the morning setting up the training room and training materials.

Level 6, Project Management, Distinction

Level 5, Networking Essentials, Distinction

This course is suitable for individuals who want to gain the knowledge, skill and competence to support the operation of typical computer.