Michelle Egan

Experience

• 

  Dunnes Stores

  Jan 2005 - Jun 2008

  Dunnes Stores

  Skilled on all Deli countersTrained new staff on all Deli countersDid stock takesManaged the Reduced to clear products: manually recorded figures for stock to reduce/stock waste, kept books balanced and sent relevant info to suppliersCreate/edit SEL labels

• 

  Telefónica Ireland

  Aug 2008 - Apr 2015

  • End to end SIM management for Telefonica Ireland including the 48 brand• Key contact for Telefonica Ireland at group level e.g scorecard, eAuction• Vendor managed SIM suppliers, Gemalto, G&D, Oberthur, RRD and Radius• Co-ordination of device out sourced partner IBM ensuring timely testing of new and existing products• Involved in projects for improvement of the SIM applets & OTA • Raising PO's/Sales orders using SAP for payment of SIM's • Requesting new SIM products• Implementing profile changes• Responsible for management of all numbers on the network, recycling and new number ranges• Provide support for forward and reverse logistics and accessories• Work closely with SBE to escalate and oversee device repairs for customers Show less • Trained in necessary systems, e.g. Salesforce, Liveperson, Radian 6, Lithium• Pulling daily/weekly reports on traffic metrics and KPI’s• I came up with and ran a weekly Twitter competition (#o2freefriday) to gain more followers• Responsibilities in assigning agent work load• I co-managed O2 Social Media. (O2 Community, Twitter, Boards and Facebook)• Auditing of department work (email, complaints, Webchat, Social Media)• Responsible for compiling the team Rota weekly and making amendments for swaps, holidays and illness Show less

  • SIM and Device Vendor Manager

    Mar 2013 - Apr 2015

  • Social Media Community Manager

    Nov 2011 - Feb 2013

  • Email support/Webchat Supervisor

    Oct 2010 - Oct 2011

  • Channel Support Advisor

    Sept 2009 - Sept 2010

  • Customer Service Advisor

    Aug 2008 - Aug 2009
• 

  Apple

  Jun 2015 - now

  Highest point of escalation for Apple customers.Demonstrate objection handling, listening, supporting, guiding and educating skills to ensure a positive customer experienceResponsible for the recovery and retention of customers who have lost confidence in Apple.Assist my peers worldwide within AppleCare by fielding questions about the AppleCare Protection Plan and other related support agreements. Handle various complex customer’s issuesProcess contract maintenance requests using various internal tools. Contract maintenance includes Date of Purchase updates transfer of coverage/ownership agreement refund requests etc.Field and escalate both written and voice requests for agreement and warranty issues.Collaborate with agents in Apple’s worldwide contact centres to resolve complex agreement issues via phone and chat.Document/log support exceptions and issue resolutions on a case-by-case basis using various tools.Work with end users and resellers in order to ensure total resolution for our customers.Responsibility for monitoring work lists daily.Accustomed to working independently and hold responsibilities for communicating official positioning on Company resolutions.Identify emerging product or customer issues and develop creative and realistic solutions.Responsibility for providing feedback for improving operational strategies and suggesting applicable solutions.Work closely with different departments to ensure a successful resolutionUtilise my judgement and negotiation skills in supporting customers to ensure customer satisfaction and maintain brand integrityMentoring new advisors Show less Expert iOS Tier 1 phone support for Apple customers globallyDemonstrate objection handling, listening, supporting, guiding and educating skills to ensure a positive customer experience Passionate about upholding Apple’s world class standards and policies to ensure excellence in helping customers while maintaining effective time management and work load organisation skillsUtilise my judgement and negotiation skills in supporting customers to ensure customer satisfaction and maintain brand integrityACEA 2016 winnerNominated for CSAT elite in 2016 Show less

  • CR+ Senior Specialist (Temp assignment)

    Oct 2022 - now

  • Team Manager Apprentice

    Aug 2022 - now

  • Customer Relations+

    Oct 2018 - Oct 2022

  • Technical Support Advisor

    Jun 2015 - Oct 2018