Shaun Dabrai Email & Phone Number

Ireland

Limerick, Ireland

• Create and maintained all customer service logs.
• Live chat support agent
• Working within a team of 10 reporting to my team leader
• resolve customer billing queries
• Promote and upsell high speed broadband
• Maintain a good service SLA

United States

• Considerable professional experience as an Entertainer performing in front of large audience
• Own produced (self-contained) show that appeals to a broad audience and caters to a wide diversity of ages
• A flexible act that can be adapted to different show conditions aboard
• Has the ability to engage and interact with the audience not only on stage, but also in different entertainment and food and beverage venues around the ship
• Was able to provide clean charts for ship's four to seven piece house bands, in some cases having backing tracks may also be useful

• Working as part of a team of 25 sales people, reporting to Sales Manager, tasked with conversion of transfer
• Self-motivated
• Strong team player
• Proven troubleshooting experience and success.
• Proven ability to meet department SLA and KPI’s
• Ability to take on new roles, assignments and responsibilities as needed.

Raheen

• Ensure customer support requests are resolved at the first point of contact by telephone and/or email
• Diagnose the root cause of customer technical issues and resolve wherever possible in real time
• Make speedy decisions where other departments are required and action these without delay
• Win customer trust quickly and show empathy through active listening
• Log customer information and action to the relevant database/system
• Achieve daily / weekly / monthly performance metrics

Castletroy, Co. Limerick

• Working as part of team of 25, reporting to Team Leader, responsible for dealing with high volume customer service calls on a daily shift basis, such as accounts | billing | ‘top up’ | technical support; ensuring.
• Actively participated in 6 weeks of initial training, covering diverse ‘O2’ products on offer | plus soft skills training in areas such as customer service | compliant handling | cross selling | escalations.
• Averaging circa 50 calls per day, subsequently achieving | exceeding individual monthly sales target by up to 150%, based on actual call lead ‘close’, retailing new products | upgrades | bundles.
• Involved in monthly 1-1 | ‘360 Degree’ appraisal with Team Leader, focusing on previous month outcomes | forecasting next month | outlining deliverables to be achieved and how.
• Escalation of ‘level 2’ queries | issues to Team Leader as required, ensuring correct information is conveyed to TL prior to customer contact.
• Updating information on CSM system, Amdocs, used to control accounts, such as suspensions | billing | direct debits | call logs.

Australia

• Working as part of a team of 25 sales people, reporting to Sales Manager, tasked with conversion of transfer service providers for external customers.
• Averaging 50 calls per day, successfully closing 3-6 lead conversions through effective sales techniques | cold calling diverse customer range | negotiations | benchmarking competitor rates whilst offering ‘better’.
• Emphasis on “Excellence in Customer Service’.
• Trained and mentored ‘informally’, through work shadowing, new members of team.
• Effectively dealing and taking ownership of customer complaints, ensuring resolution was within agreed time scales.
• Ensuring accuracy in information logging, whilst ensuring adherence to Data Protection at all times.

Fuerteventura, Spain

• Working as part of a team of 5, managed the provision of computer repairs | networking facilities to local businesses.
• Successfully negotiated with computer trade services reduced material prices.
• Initiated ‘marketing project’ designed to brand | create awareness of T2 services through flier drops | door-to-door calls | newspaper advertising.
• Ability to deal with ‘bulk’ customer tasks, ensuring work completed within agreed deadlines.
• Supervised and managed relationship of 2 contracts for computer services.
• Responsible for overall cash handling, reconciliation and banking.

Spain

Working co-operatively with Technician delivering excellent customer service | dealing with customer queries.

London, United Kingdom

Building | upgrading | servicing computers, | installing operating systems | software | troubleshooting computer problems in order to resolve client issues in timely manner.

Associate'S Degree, Music Technology, Level 6

Education record