Paul Geraghty Email & Phone Number

Ireland

Developing, implementing and iterating scalable global learning programs using ADDIE methodologyBuilding & executing training plan for company wide software launchesCrafting & deliverying leadership learning programs for all levels, from emerging leaders upwardsManage onboarding program for new hiresProactively assessing skills gaps in company via engagement surveys, pulse checks, continued conversations with employees, leaders and HRBPsManaging stakeholder relationships & expectations while delivering learning solutionsLearning Management System administration - Workramp & LearnUponPart of transition team managing changeover to new LMS (Workramp to LearnUpon)Configured a ticketing system for tracking/ prioritising training requests (Workday)Managing, prioritising and delegating training requests from different areas of the businessBuilding & managing relationships in a fully remote environment

Achieving customer success by delivering an effective customer education experience. Working with a team of instructional designers, certification specialists and events experts to deliver a wide range of customer training opportunities - on demand, virtually and in person to audiences of 1 - 100+.Assist services teams in scoping potential training solutions to achieve best outcomes for individual customer needs.Selected for, and successfully completed, Zendesk's internal internal future leadership development program, Rising Stars in 2021 where we learnt and demonstrated key leadership skills in 3 areas - Lead Yourself, Lead Your Team and Lead The Business.Trialling new content & new formats as required and providing detailed feedback on these, plus existing content, for continued betterment and evolution of our training solutions. As a senior trainer, I help mentor junior team members to onboard, ramp up and continue to develop, using onboarding & development plans to guide, but flexing to the needs of the individual.Keen focus on feedback - established a peer review program for continuous feedback and learning opportunities within the customer education team.Skilljar administration.Managing training queries from external customers and internal teams.

Dublin

Providing training solutions for Zendesk customers globally.Leading private remote training sessions or travelling onsite to help Zendesk customers set themselves up for success.Facilitating Zendesk Training days - live customer training events with 50+ attendees.Creating engaging on demand training content - available @ training.zendesk.com

Dublin

Working on account for large multinational client, focused on Digital Marketing using one of the world's largest online advertising platforms.Responsible for all aspects of trainings - TNA, scheduling, delivery & coaching of trainees, assessing learning and evaluating & updating, creating trainings/ curricula as required. Trainings deliver include induction, onboarding, re-training, refresher trainings - product, IT, soft skills & sales training. Work closely with operations & quality teams to ensure high quality learning and transfer of learning into roles. Ramping up new trainers as training team expands - developing/ creating/ delivering an in-house Train the Trainer program. Working on special projects such as ramp up of new offices in Europe.Role TUPEd from Arvato to Accenture in 2017.

Dublin

Second tier support for Adwords customer support services. Supported agents and teams across EMEA markets to deliver technical and other troubleshooting, optimisation advice, policy checks across the following products- AdWords, AdWords Express, AdWords Editor, Analytics, Merchant Centre, PartnersI was one of the founding members of this team, and contributed successfully to its ongoing progress, and in establishing procedures for the team. On a personal and team level, exceeding targets in terms of productivity, quality and response times. Assisted the training department in developing and delivering trainings for both new and tenured agents.

Dublin

Providing customer support for large online advertising platform through phone, email andchat channels. Strong product knowledge. Regularly meeting and and exceeding targets set forresponse time, quality and customer satisfaction.

Roscommon & Dublin

Assisted over an extremely busy and successful Christmas period. Part of astrong team which provided a great customer experience in-store, asreflected in strong mystery shopper reports. Trained with the storemanager, covering staff supervision, time management, merchandising,cashing up, goods inbound reports and general store operations. Assisted in the opening of the Tallaght branch.

Toronto, Canada Area

Supervised the publishing of AV content to various audio and video on demand apps across all platforms. Monitored live output on live TV and radio apps. Performed several diagnostic scans and quality assurance tests for all content, and created daily reports with the results of same. Communicated with teams in the Toronto, San Diego and Hong Kong offices to report issues and assist in testing content upon resolution. Participated in weekly team briefings to walk through the schedule for the week ahead and identify high priority live events.

Toronto, Canada Area

Quick service food and beverage sales & prep in a busy downtown Toronto location. Supervised closing of store and evening clean up. Store key holder.

Dublin

Providing email support for players of Full Tilt Poker. Assisted security team by requesting and verifying people's identification documents.

Dublin

Handled inbound sales calls and online chats for residential phone and broadband services. Also, warm outbound calls to potential customers who had expressed interest in the service.

Dublin

Fast food service in Dublin's busy O'Connell St branch

Dublin

Inbound sales calls for Eircom, dealing with all residential phone and internet services in a fast paced environment. Regularly exceeded sales targets.

Diploma In Project Management, Distinction

Diploma In Leadership & Management, Distinction

Bachelor Of Arts (B.A.), Media Studies, Geography, 2.1

Activities and Societies: Public Relations Officer for Geography Society 2007/08 Fundraiser with Maynooth Students for Charity's annual.