Seán Mackey Email & Phone Number

County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin

- Buyer-Consession: Our buyers followed our refund-process (SOP) with our Service team initiating a refund, but there was a risk of buyer-abuse. Analyists will assess refund patterns to identify potential process-risk, working with our Fraud & Logistic teams to strengthen our tools and processes to prevent abuse;- Seller/Creator-Payments: Identify any KYC or payment-processing gaps that were not identified by our Service team that will result in a Seller/Creator not being paid as expected. Working with finance team to improve our Tool and processes to ensure prompt prompts;- Category-Reputation: From high risk categories identify products that could impact our marketplace, deep dive analysis involving product or service defects until the issue is fully resolved;- Satisfaction rates & High ART Improvement: Analyze, deep dive, and look for opportunities regarding DSATs received and high-resolution time inquiries in order to enhance the operating process and improve overall customer experience. - Define, build, implement and monitor projects that increase customer experience through reduced contacts (CPO), reduced seller-violations and increase resolution;

Dublin, County Dublin, Ireland

- Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.- Promptly escalate critical/ high-risk cases to the appropriate authority.- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.- Engage sellers to develop long-term relationships and confidence in TikTok Commerce.- Support ad-hoc projects and initiatives per business needs.Qualifications

Dublin, County Dublin, Ireland

Meta Contingent Worker • The first line of specialized support for Meta social media platform users via live chat identifying root cause of issues, escalating, providing appropriate resolutions and follow up;• Clarifying users requirements to provide resolution and guidance according to guidelines;• Providing continuous process improvement to the client new platform to assist creator enquiries and business needs;• Supporting new hires through shadowing and reverse shadowing sessions;• Calibration sessions with Quality team and client to ensure scoring consistency and quality expectations;• Quality Evaluations making sure KPI’s/compliance are being followed according to established procedures;• Data analyses of quality KPI's to prepare quality weekly insights (5 teams) - numbers and competencies;• Analyzing support data to identify trends and opportunities for growth and improvement on support quality;• Extracting data from the company's system, transforming it and loading it into the client's system;

Dublin, County Dublin, Ireland

• Patient scheduling, co-ordination and scheduling efficiency• Patient data entry and data maintenance• Product knowledge of diagnostic scanning and associated software (RIS and INDICI)• Provided high-quality customer service to patients and medical professionals through answering inbound calls, emails, faxes and face to face situations• Resolved a high percentage of queries during initial contact. (first-call resolution) to meet KPIs• Briefed sonographers on daily scans

Dublin, County Dublin, Ireland