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.• Continuously train Operations Leads.• Strong knowledge of processing files, software, gateways, and Point of Sale systems.

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.• Mentoring and training team members to bolster their technical prowess and service acumen.• Collaborating closely with diverse internal departments to ensure cohesive solutions.

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• Configuring and providing support for different Portal and setups• Taking ownership and handling incoming technical incidents through to resolution• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.• Configuring users' online accounts and profiles and dealing with password or system issues when needed.• Completing Training sessions with our clients to ensure they can extract the most benefit from our product for their business.• Acting as a Client advocate.Additional Duties: • Working with the management team to develop our Inhouse Gradbay curriculum.• Mentoring, Coaching and providing incident feedback to colleagues.• Scheduling Training Sessions for clients across the US. • Managing the Training Appointment Schedule for my team. • Creating and maintaining detailed expert technical documentation.• Managing Escalated Incidents from my colleagues and resolving these as necessary. • Responding to and resolving Customer Satisfaction Surveys. • Managing, responding to and resolving email queries from our clients. • Chairing Team Meetings. • Arranging content for Team Meetings• Compiling daily reports on behalf of our Stakeholders. • Compiling daily reports on team performance and activity for use by upper management. • Compiling Monthly billing reports for Stakeholders.• Organising and demonstrating our products to the Global Payment's President and SVPs.

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 monitoring sessions· Updating various logs like escalation log, complaint tracker etc· Ensuring data security - proprietary data of customersAdditional Duties· Team mentor for all new hires. · Auxillary complaints management, Audit and resolve complaints and escalate where necessary.· Liaise with other departments on behalf of the team to ensure administrative matters were handled within SLA targets and ensure client's concerns were resolved.

Strabane

Okayama, , Japan

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

Strabane