Simon Ireland

Customer Support Manager @Nvolve Group Ltd

Case ManagerClient Relations SpecialistChat SupportCustomer Service

An MBA-qualified Customer Support Manager with over 10 years of experience driving customer success, leading support operations, and improving processes across SaaS, financial services, and BPO sectors. Proven ability to lead cross-functional teams, manage large customer portfolios, enhance customer engagement, and ensure compliance (ISO 27001). Strong background in onboarding, technical support, product training, data analysis, and stakeholder communication. I enjoy volunteering at festivals to help people have a better experience. I love travelling, reading and playing basketball in my free time.

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Work Background

Head of IT and Support Systems

NvolveHead of IT and Support Systems

Nov. 2024Letterkenny, County Donegal, IrelandResponsible for overseeing all aspects of the company's information technology, customer support department, business systems and information security

Customer Support Manager

NvolveCustomer Support Manager

Mar. 2022 - Oct. 2024Letterkenny, County Donegal, IrelandTechnical support, Client Onboarding & Training, User Acceptance Testing, Information security maintenance (ISO27001) and Software validation

Senior Content Analyst

Refinitiv, an LSEG businessSenior Content Analyst

Apr. 2016 - Nov. 2020

Data Analyst

First Advantage CorporationData Analyst

Oct. 2014 - Nov. 2015Bengaluru, Karnataka, IndiaCriminal records verification of job seekers in U.S.A by contacting district courts, penitentiaries, parole and probation offices.

Customer Support Executive

Aegis Global LimitedCustomer Support Executive

Apr. 2013 - Feb. 2014Bengaluru, Karnataka, IndiaCustomer service and conflict resolution arising from flight bookings, modifications and customer grievances

Operations Associate

WNS Global Services SAOperations Associate

May. 2011 - Jul. 2012Bengaluru, Karnataka, IndiaPersonal injury claims handler for Aviva insurance, validating liability stance, fraud concerns and financial pay outs.

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