Scott Grainger Email & Phone Number

Limerick, Ie

Limerick, Ie

As a Delivery (Eater/DP and Restaurant Support) Team Lead, I'm responsible for overseeing the operations of the Uber Eats: Eater & Delivery Partner UKI L2 support team. Key parts of the role consist of the following but are not limited to:• Ensuring all KPI's are met for the team: APH, CSAT, Resolution Efficiency and Quality.• Ensuring that my team is hitting the service level agreement of the line of business.• Conducting regular 1:1 meetings and group meetings with the… Show more As a Delivery (Eater/DP and Restaurant Support) Team Lead, I'm responsible for overseeing the operations of the Uber Eats: Eater & Delivery Partner UKI L2 support team. Key parts of the role consist of the following but are not limited to:• Ensuring all KPI's are met for the team: APH, CSAT, Resolution Efficiency and Quality.• Ensuring that my team is hitting the service level agreement of the line of business.• Conducting regular 1:1 meetings and group meetings with the team to ensure they understand what the job requires whilst ensuring they are hitting all aspects of their performance based indicators.• Creating and compiling reports of the team/LOB and any outstanding issues within and use results to improve how we do things.• Managing the enforcement of policies and distributing reports to management.• Coaching and developing agents on a variety of matters to ensure they are the best they can be, potentially coaching them for another role within the business if applicable. This also includes creating development plans and having weekly/monthly progress meetings.• I am also a certified interviewer within Uber where I interview candidates for a variety of roles across the COE. Show less

Limerick, County Limerick, Ireland

It was my role to analyse and solve a variety of issues and cases within the Uber Eats side of the business. I was closely working in a team to deliver excellent support and assist delivery partners and customers who use the platform and application.As part of the role my other key tasks included:• Training nUbers (new hires) into the business and aid them throughout their probation period, answering any questions that they may have and take a responsibility in their… Show more It was my role to analyse and solve a variety of issues and cases within the Uber Eats side of the business. I was closely working in a team to deliver excellent support and assist delivery partners and customers who use the platform and application.As part of the role my other key tasks included:• Training nUbers (new hires) into the business and aid them throughout their probation period, answering any questions that they may have and take a responsibility in their development.• Supported stakeholders and assisting them with any tasks required, including deep dive investigations and high level analytics to make things right when things go wrong.• I supported the business in key areas, allowing inter-communication between departments answering any questions or aiding them with any issues related to my line of business.• I often ran a daily meeting with my team to ensure everybody is up to date with new information or updates to knowledge bases relating to our line of business.• I also provided support to other lines of the business, flexing across if another department's queue is higher than expected. Show less

At ComReg it was my role to ensure I aid consumers in relation to issues or complaints they may have regarding their service providers, and in turn, communicate with service providers regarding the aforementioned.I was a complaints analyst that dealt with queries via phone, letters, emails and live chats - and it was my job to ensure each case was dealt with appropriately, dealing with complex issues of law, economics and technology whilst ensuring my decisions are taken fairly and… Show more At ComReg it was my role to ensure I aid consumers in relation to issues or complaints they may have regarding their service providers, and in turn, communicate with service providers regarding the aforementioned.I was a complaints analyst that dealt with queries via phone, letters, emails and live chats - and it was my job to ensure each case was dealt with appropriately, dealing with complex issues of law, economics and technology whilst ensuring my decisions are taken fairly and clearly explained.Within ComReg, I mediated the complaints process between consumers and telecommunications service providers, exhausting the process by any means within my scope and remits of the regulator body within the communications sector, aiding the consumer and service provider in any way I could.I gained invaluable knowledge of the telecommunications industry as well as enhancing many skills to help me move forward with my career. Show less

Limerick, Munster, Ireland

Whilst working for viagogo, I was entrusted in a variety of tasks, dealing with many initiatives and company directives. The tasks include: Mass email team (MET), e-ticket management, inbound/outbound document and legal analysis, email/phone support, data entry, manager callbacks and shipping infrastructure support. I gained invaluable knowledge which helped me carve out the start of my career.

Ennis, Munster, Ireland

At Boylesports it was my job to ensure the business was running smoothly, it involved customer interaction, money management, ensuring customer service levels were exceptional, whilst ensuring the business ran smoothly. This role also included thinking on your feet to create initiatives to entice more customers new and old to visit and gain custom, which led to me gaining invaluable experience.

Southend-On-Sea, Essex, United Kingdom

Within this position my responsibilities included meeting combined targets from a multi core business exceeding 16m per annum, P&L accountability, perform annual business plans with detailed analysis' of profitable and unprofitable business, and develop controllable measures to limit profit loss while complying with the directives of the gambling commission.