Stephen M. Email & Phone Number

Dublin, County Dublin, Ireland

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Dublin, County Dublin, Ireland

Providing consultancy services, Management Coaching, CX & VOC Specialisations, L&D programs, Organisational Psychology and Work Behaviour Coaching Programs Pioneered an AI-driven support tool, enhancing customer responses while facilitating efficient access to pivotal data and rapid customer support solutions.Leading Customer Experience Support offerings, through Business Process Outsourcing (BPO) support contracts, providing AI-fueled backend and frontline support.

Ireland

Led the global support operations for three principal retail Crypto products, Crypto, Wallet & Product (Trading, Staking, Earn, Learn & Borrow). Expanded a remote global team from 4 up to 72, consisting of Associate Managers, Supervisors Program Managers and Support Agents.Implemented large scale organisational changes, transitioning the team from email support to backend support when introducing phone and chat services.Drove a customer-centric culture throughout the organisation with a clear focus on VOC and customer-first strategic projects. Designed and led multiple cross-team collaboration projects to improve the customer experience, BUG improvement processes, customer learning tool, customer self service applications, reducing contacts and improving the CX. Orchestrated multiple Customer Satisfaction (CSAT) projects, leading to a 58% improvement in CSAT in 2022, through coaching, mentoring, workshops, feedback programs, and content improvements. Designed a feedback program to enhance employee development and improve BPO case handling procedures, leading to notable increases in employee engagement and motivation. Partnered with global BPO organisations, establishing seamless front-line support, and cultivating a unified team ethos across diverse locations.Ensured regulatory protocols, KYC and compliance procedures were followed with revised best practices introduced to improve compliance directives. Introduced a variety of support networks for survivors during layoff transitional periods following organisational downsizing, helping to re-establish norms and rebuild employee trust. Introduced work behaviour practices with the management team, establishing a culture for development throughout the department, improving employee engagement and wellbeing.

Dublin, Ireland

Assembled and led a Tier 2 Technical Support Team, catering to the French and German markets for key products, eSign, SAP Support and Executive Escalations.Designed and led a large scale project to redesign technical support methodologies, integrating CX workshops, with case management QA and feedback initiatives to boost team productivity by 20%, and CSAT moving from 65% to 78% over a 6 month period .Drove key customer experience projects to unify BPO operations, which included regular training sessions, metric evaluations, and forward planning to optimise service quality.Managed the enhancement project for DocuSign’s Bug management program, collaborating across multiple stakeholders to streamline the process from identification to resolution with Engineering. This initiative resulted in a 30% reduction in BUG ticket average handling times. Created a tech team to improve the creation of technical guides, FAQ sections and crafted communication templates that managed critical incidents from Tech Support. Implemented a revised customer onboarding flow for engaging support, improving the KYC process collaborating with Compliance to bring improved process optimisation.

Dublin, Leinster, Ireland

Headed the customer experience department for Circle Pay and Circle Invest, managing teams across Dublin, Boston, and New York.Orchestrated projects with Product Managers and Engineering, successfully sunsetting the Circle Pay product while managing payment flows with banking affiliates.Oversaw the integration and enhancement of key KYC solutions at Circle, ensuring compliance with anti-money laundering and customer identity verification protocols. Provided seamless communication with over 2 million users while sunsetting the products and coordinated with banking partners for smooth payment flow transitions throughout.Led a CX Enhancement project to redefine customer interaction touch points, resulting in a 23% boost in customer satisfaction metrics within a 4-month window. Achieved through CX workshops and coaching on case management with regular feedback sessions across teams. Responsible for regulatory practices, adhering to all procedures regarding local laws, sanctions, anti-money laundering, and know your customer for Circle Pay and Circle Invest.

Aws Dublin

Managed a cross-location team, focusing on dedicated enterprise support with AWS. Led a global CSAT initiative designed to improve and maintain CSAT above 95%, as achieved by my team consistently. This involved "Train the Trainer" CX workshops, coaching case management, consumer psychology methods and content adaptation.Gained lifelong mentor relationships with team members through contributions to their development and career progress. Oversaw a two-phased project to double the team size over 6 months, leading hiring cycles, ensuring rigorous training and maintaining high service quality standards throughout. Led a cross-functional team to curate and regularly update the support centre with Machine Learning content, facilitating self-help for users and decreasing ticket volumes by 35%.

Master Of Science - Msc, Organisational Psycholgy And Work Behaviour, Msc 2:1

Higher Diploma (Postgraduate), Psychology, Hdip 2:1

Bachelor Of Science, Bsc Information Technology, Bsc 2:1

Diploma In Loss Adjusting (Dip La), Insurance Loss Adjusting, Diploma With Distinction

Insurance Foundation Certificate (Ifc) & Certified Insurance Practitioner (Cip), Insurance, Cip With Distinction