Stephen Gaffney Email & Phone Number

Dublin, County Dublin, Ireland

Vancouver, British Columbia, Canada

• Responsible for managing workflows and analyzing workforce efficiency across several channels (email, chat, phone & social) for approximately 100 Customer Support employees globally.• Designed and developed a forecasting tool which provided Customer Support with contact center volume and FTE headcount.• Extract and manipulate data from several sources (Zendesk, Salesforce & Hootsuite) for reporting in Tableau and the Google suite.• Draw valuable insights from data to create actionable items.• Creating and publishing daily, weekly and monthly Customer Support analysis.• Developing custom metrics in Zendesk with the use of their own brand of SQL. • Analyzing contact arrival patterns to implement accurate capacity planning.• Developed partnerships with external and internal teams. Designed, configured and managed role out of new Zendesk Messenger platform.• Managed three Work Force Management Stretch Candidates to date. Ensured they had a clear foundation and understanding of the intra-day process.

Vancouver, Canada Area

Responsibilities include:• Maintain monthly reports of audit and refund activity.• Manage invoicing projects, analyse reports and projections.• Auditing invoices against the service contract rates and enter/update data into the system.• Submit and follow up on rate discrepancy claims with Steamship Lines Log and report discrepancies caused by internal errors.• Update internal system for posting and processing payment requests to accounting daily.• Assist on retrieving information and payment records on the event of outstanding invoice claim being received from Steamship Line. • Analyse Steamship Line claim reports and respond accordingly.• Assist with rate quotations.

County Dublin, Ireland

Responsibilities included:• Responsible for managing the WFM analysts team for the contact center.• Manipulating, cleansing & processing data using Excel and SQL. • Creating work schedules and forecasting using Workforce Management.• Capacity Planning and maintaining contact center scheduling through Workforce Management.• Responsible for loading, extracting and validation of data.• Liaising with end-users and management.• Analyzing raw data, drawing conclusions & developing recommendations.• Writing SQL queries to manipulate data for data loads and extracts.• Performing daily system checks.• Data entry, data auditing, creating data reports & monitoring all data for accuracy.• Designing, developing, and implementing new functionality such as Graphical User Interface for call center agents.• Advising on the suitability of methodologies and suggesting improvements.• Supplying qualitative and quantitative data to colleagues and management.

County Dublin, Ireland

Responsibilities included:• Helping customers with regards to technical issues.• Checking and changing data on accounts.• Troubleshooting hardware issues with customers. • Escalating issues when needed.• Testing network connections and troubleshooting • Making sure customers accounts are safe and secure • Taking escalation.

Ireland

Responsibilities included:• Dealing with customers on a daily basis.• Taking escalations calls• Raising issues with network staff • Communicating with other departments of Tesco Mobile about improvements that could be made.• Capacity Planning• Quality Assurance • Managing agents performance• Training

Tableau Certificate, Analytics

Sql Server Certificate

Noble Maestro & Shiftrack Certificates

Fetac Awards In Customer Care And Consultative Selling Techniques, Distinction

Ba In Electrical Engineering, Electrical And Electronics Engineering, Lower Merit