Veronica Kingston Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Carlow, County Carlow, Ireland

Conduct secondary research, data collection and analysis Create user research plan including qualitative and quantitative research methods.Recruit and organise sessions with user research participants.Complete coding and data analysis of interviews and focus groups Accuracy, attention to detail and strong analytical skills using tools such as Nvivo and excel pivot tables. Generate survey based on insights from data analysis and customer research.Generate ‘User Journey’ maps generated from the research and identify common pain points. Convert user research findings into actionable insights and propose service and ux design solutions.Report and present findings through written and visual methods.Provide research services to external customers: compiling reports on relevant markets or users.

Killorglin, County Kerry, Ireland

Operating under an ITIL process to manage and log Jira support tickets efficiently to ensure services are restored within agreed SLA’s. This includes the terminal (POS) estate management: ensuring software releases and configuration changes are efficiently rolled out to the estate to maintain stability from one software version to the next. Liaise with QA and Software Development on software testing, analysis, issue causes, and resolution of Jira issues and rollouts. Be the voice of the customer and represent their interests at all times. Process Improvement: drive efficiencies via automation, innovative operations, user interface improvements by logging required software 'Change Requests' to leverage improvements for the business and users.Regularly communicate with stakeholders to ensure the customers are managed in a satisfactory manner. Diffuse information surrounding issues or updates to all relevant parties in the organization.Nurture and maintain relationships with key stakeholders within the organization, client base and wider partner organizations.Proactively populate the Jira Confluence knowledge database by compiling & updating support related procedures & documents.Create SQL scripts to obtain data, create meaningful and custom reports for wider Sales team.

Killorglin, County Kerry, Ireland

Perform first level technical troubleshooting for Point-of-Sale terminals (POS) Provide support to merchants and sales team with reconciliation, commission, and payment queriesEscalate technical issues to Front-end Support team as required Central point of contact for the Best Rate Guarantee complaints (exchange rate disputes)Provide industry knowledge/direction to merchants and sales team Liaising with IT staff in relation to terminal/software problemsLiaising with the Sales teams on operational issuesMonitor call quality of Helpdesk team and identify any training needsMonitor overall Helpdesk performance on a monthly basisMentor, shadow and provide all training needs for the Helpdesk team Organise shift rota and cover for holidays and annual leave

M.A. By Research, Design, Service Design, Pass By Viva

Thesis title: Applying human-centred design to envision support systems for student and graduate entrepreneurs

Bachelor Of Arts In Industrial Design, Product Design And Innovation, 1:1

Bachelor Of Arts - Ba, Industrial And Product Design

semester abroad in Finland as part of Erasmus program