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Work Background
DropboxCustomer Experience Specialist
Sep. 2024Ireland(Manpower Contract ) Deliver exceptional support through email and chat, prioritizing a high-quality,
personable user experience that boosts customer satisfaction across Dropbox’s
services.
• Advanced knowledge of Dropbox, Dropbox Sign, and Dropbox Fax.
• Streamline complex technical information for diverse users, making it easier for them
to understand our products and drive user retention.
• Utilize innovative support approaches by leveraging specialized knowledge of Dropbox
Sign and other products to resolve tricky user issues quickly.
• Foster smooth communication between technical teams and users, bridging
knowledge gaps and simplifying product adoption.
• Analyze user inquiries closely to craft tailored solutions that enhance the customer
experience and product functionality
InfosysTechnical Account Executive
Jun. 2021 - Sep. 2024Greater Dublin• Fostered strong relationships with cross-functional teams, enhancing problem-solving
capabilities and streamlining support processes for better effciency.
• Analyzed customer feedback data to identify recurring issues, proposing and
implementing solutions that led to a notable decrease in repeat complaints.
• Mentored new hires in technical support protocols and customer service best
practices, contributing to improved team performance and cohesion.
• Conducted in-depth analysis of customer feedback, identifying root causes of
recurring issues and implementing targeted solutions.
• Streamlined support processes, resulting in measurable improvements in response
times and customer satisfaction ratings.
• Facilitated cross-functional collaboration, enhancing problem-solving capabilities and
driving innovative solutions to complex technical issues.
AbtranTechnical support & Customer Care
Jul. 2018 - Dec. 2018County Dublin, IrelandResolving Customers various Technical Queries at first point of contact. Credit control duties along with Collection & Billing queries and arranging payment plans and collecting payments. Inbound / Outbound calls arranging call backs to customers where necessary. Handling complaints and escalating & resolving accordingly.
ConvergysTechnical support & Customer services
Jan. 2017 - Jul. 2018County Dublin, IrelandResolving Customers various Technical Queries at first point of contact. Handling Inbound & outbound calls and scheduling of call-backs. Using Various Diagnostics tools and data analytical tools to pinpoint customer issues and resolving the issues going forward.
Gekko Group - Field Marketing & ExperientialRegional Sales
Nov. 2014 - Jul. 2016Ireland & UKSuccessfully achieving sales targets and also keeping the customers informed about the products and services they have or would be investing in and the features and benefits of purchasing the products and the technology that powers the products and how it benefits the customer’s lives or others. I would also assist the customer with product selection and further relay any product knowledge to the customers to ensure they are purchasing the right product for them and how it works to benefit them. Building Customer relations for the future custom of the brand in which I was assigned to this would ensure the growth of the brand. Every day I would liaise with Suppliers and Report back to the head office at the end of each day with sales reports and stock reports and other marketing information that would benefit the company and help improve the products and services that we were promoting. I did this by inputting the data into daily reports this would ensure the optimal customer experience and product development to meet the needs of our customers and the future development of the brand.
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