Sarah Kerrigan Email & Phone Number

Brighton, England, United Kingdom

Ireland

• Providing phone support to eBay members, addressing queries related to payments. Swiftly resolving a range of challenges faced by sellers and buyers, maintaining agility in decision-making and assisting members with a variety of topics.• Assisting and guiding sellers through the eBay selling and payment lifecycle. Conducting thorough research on eBay member accounts to devise compliant strategies for eliminating trade and payout barriers.• Implement appropriate actions to ensure eBay's trading platform is secure and compliant for the community, including following AML practices, helping members upload the correct documents for KYC verification processes and identifying ATO. Making precise decisions on diverse risk, fraud, and policy workflows.• Fostering trusting relationships between eBay and customers, upholding accuracy and detail - by demonstrating empathy towards customer concerns and showing genuine commitment to resolutions.

Remote

• Provided detailed UX audits for Shopify’s highest GMV merchants, strongly rooted in leading e-Commerce focused User Experience research - aiming to improve merchant’s conversion rates and encourage merchant success through better UX.• Made tailored store recommendations on how to optimise user experiences on merchant’s stores, by reducing customer friction and improving accessibility.• Contributed to the team library of research-based eCommerce UX recommendations.

Ireland

• I worked with Shopify's largest businesses on our platform via chat, email and phone, to identify and resolve complex problems. Contacts included a variety of e-commerce related issues, e.g. app integrations and API problems, front-end theme issues, order and payment gateway problems.• Determining when/if necessary to liaise with specialised teams in order to get the best solution for our merchant's issues.• Recording merchant user feedback on the Shopify Platform and features for our internal product development teams.• Participated in the Plus Specialist team’s Goalie programme, a peer support channel where I helped other specialists with their queries by providing troubleshooting steps and appropriate resources, or redirecting them to the appropriate escalated team when necessary.

Limerick, Ireland

• As the sole trainer in the Irish branch of Everise, frequent communication with leadership and SMEs was vital, to identify current learning objectives, training improvement opportunity areas, and to plan upcoming training schedules. • I facilitated classroom-based and remote group training sessions, for new hire training classes and continuous learning and up-skilling sessions. I tracked and reported employee attendance and performance or behavioural issues during training, providing individual coaching when necessary.• I collaborated with the global L&D team frequently. I was involved in launching new clients for remote sites worldwide and collaborated with our instructional design team in developing a trainer improvement programme.• Clients and lines of business I worked with varied, depending on current training needs, including but not limited to fraud detection, tech support, order management and sales.

Limerick, Munster, Ireland

• Identifying and resolving customer's escalated product problems, via phone and email. Recording customer feedback for appropriate teams. • Leading coaching sessions, 1-1 meetings and ad hoc training sessions.• Redesigning and updating the content of team knowledge base through Atlassian. • Managing Zendesk queues and email macro response templates. • Assisting Tier 1 support agents in their own customer interactions, and answering any product or technical queries they may have.

Limerick

• Resolving App and IoT based technical issues, as well as order and account queries with customers by phone, chat, email and SMS, while meeting KPIs.• Recording actionable customer feedback for marketing and product teams.• Proficiency in Zendesk, Atlassian and other relevant programs.

Limerick, Munster, Ireland

· Resolving ISP based technical issues and account queries with customers by phone while meeting set KPIs.· Collaborating within own team, and with other off-site teams to solve customer issues.

Cork, Munster, Ireland

Ux Design, User Experience Design

Bachelor Of Arts - Ba, Psychology & Sociology

• Studied core concepts of cognitive, social, developmental, personality and biological psychology, and gender, media and work sociology..

Psychology, Psychology

Erasmus Period