• Developed and updated documentation for various products and internal procedures.• Deployed a help desk system to track support requests, followed by expansion of same to sales and accounts departments.• Performed in person and remote product demonstrations to customers.• Briefed the sales team on new digital products and procedures.• Performed competitor analysis and reported key findings.• Trained new employees and provided them with important information and resources as part of training procedures.• Tested software for usability and documented all issues.• Remotely managed IT hardware for the sales team working off site across Windows, iOS and Android devices.• Managed firewall and network filtering.• Deployed, updated and analyzed marketing websites.• Filled in for in-house IT services as required.

• Provided thorough support and problem resolution for end-users of proprietary software.• Digitized textbooks and managed educational resource web site and accompanying mobile apps.• Developed a social media plan and streamlined existing profiles.• Managed existing websites ensuring that the content was accurate and up to date.• Maintained up-to-date knowledge of all company products and service procedures.• Maintained composure and patience when faced with difficult customer situations.

• Consistently exceeded targets across various KPIs including; gross sales, cross sales, conversion rates and customer satisfaction.• Ensured that other members of the sales team were aware of the product range and of any promotions.• Advised customers of the best product and/or service package based on their needs.• Followed up with established customers to offer additional products and/or services.

Sales was my primary function in O2 during this period. I was consistently exceeding targets across various KPIs including; gross sales, cross sales, conversion rates and customer satisfaction.

• Created of a flagship website for Publishing Ireland, which included a section restricted to members, full SEO configuration, Google analytics and integrated social media.• Migrated and consolidated website and domain portfolio to a single provider.• Implemented successful social media campaigns, with a substantial increase in subscriptions.• Coordinated the representation of members at London Book Fairof and set up the stand in advance of their arrival.• General office administration.

I spent two months with An Gúm as part of my Masters degree in UCD. During my time there, I was involved in proofing and editing manuscripts for both print and digital publications.