Shane Melaugh Email & Phone Number

• Maintain a high-level knowledge of all areas and ensure training, assistance, and proper escalation procedures.
• Review and approve PTO, conduct employee reviews, and manage typical managerial duties.
• Ensure team awareness of new products, services, and updates, providing advice, and training as needed.
• Manage team staffing and meet SLAs, taking corrective actions when necessary.
• Handle escalations promptly or direct them to the appropriate department.
• Collaborate with leads in various areas to ensure they are updated on supported products and services.

Northern Ireland, United Kingdom

• Manage and support a team of Technical Support Agents.
• Chair daily team meetings and arrange appropriate content for the same.
• Creation of a Knowledge base as the home for all operation technical and customer support knowledge.
• Guiding the team in troubleshooting and addressing technical issues with payment terminals.
• Guiding the team, internal and external stakeholders on payment terminal escalations.
• Offering escalated support to clients through email and phone.

Belfast, Northern Ireland, United Kingdom

• Title: Team Leader [Nov 2020 - Feb 2021]Duties:
• Manage and support a team of 40+ Technical Agents.
• Held Daily team meetings and arranged appropriate content for same.
• Participate in daily and weekly project meetings with business analysts and technical experts.Additional Duties
• Created Macro templates for automating specific team member processes to improve efficiency and quality of reporting.Title: Technical CSR II | Merchant Support (SME)[Mar 19 - Nov 20]Duties:
• Programming and troubleshooting terminals

This company merged with Global Payments to become Global Payments Integrated. My role continued under this new company heading.

Belfast, United Kingdom

The Role:· Handling Inbound Queries relating to a range of financial products.· Adherence to processes and ensuring high-quality customer service.· Follow escalation procedures for issues uncontrollable at agent level· Commitment to First Call resolution when achievable.· Involvement in motivational activities.· Implementing feedback given during.

Strabane

Okayama, Japan

Assistant language teacher for elementary students across multiple schools and grades.

Strabane