Dave Fay

Experience

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  TK Maxx

  Dec 2002 - Jan 2005

  Department Manager

  • Team building and motivation.• Implemented a major store recovery process which led to a 50% reduction in store recovery time. This new process was rolled out to all other TK MAXX stores in Ireland.• Trained and mentored all junior staff in merchandising and stock management.• Cash handling and management. • Stock control and merchandising.

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  Dennis Mahonys

  Jan 2005 - Oct 2008

  Mechanic

  • Service and maintenance of Toyota vehicles. • Overhauled drive train and breaking systems.• Identified and implemented a fix for a major European wide sound system fault on the 2007 Avensis car.• Fault finding and problem resolution on automotive electrical systems.• Carrying out scheduled preventative maintenance tasks on warranty cars.

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  Tazbell Services Group

  May 2010 - Dec 2014

  Operations Supervisor

  • Responsible for the supervision, direction and motivation of a team of Toll Operators and Supervisors.• Responsible for staff scheduling over a 24/7 Shift Schedule to include: work assignments/rotations, training, holidays, breaks, back-up for absent employees, rosters and shift rotations.• Trained and Mentored Team Members.• Addressed any query or request for assistance from Toll Operators/Supervisors and dealt with escalation issues.• Supervised staff in accordance with company Policies and Procedures.• Established and coordinated the location of the Operators in the required toll lanes.• Prepared and managed floats and reconciled all monies from security safes.• Monitored the tolling operations of 4 toll plazas from the control office.• Provided ongoing monitoring of traffic levels and took proactive measures to manage potential problem areas.• Coordinated with IT Department and Maintenance staff to resolve issues that arose.• Monitored weather condition monitoring systems, and emergency phone systems to deal with accidents and incidents.• Operated CCTV systems to monitor site safety and facilitate proactive actions on potential problem areas.• Responsible for money safes and ensuring they were fully stocked and counted. Show less

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  Dublin Harley-Davidson

  Jan 2015 - Oct 2015

  Service Manager

  • Built strong relationships with customers and secured long term business.• Liaised with other company functions to ensure sales targets were met. • Ensured the Aftersales Department achieved its targets.• Developed specific plans to ensure revenue growth across all three brands.• Followed up lost sales and customer accounts.• Reviewed monthly sales and profit performance.• Face to face customer interface for upselling and dealing with complaints.• Customer service and technical problem resolution.• Supported team members and directed them on a day to day basis.• Planned and Implemented marketing campaigns in conjunction with the Marketing Manager.• Time management - Maintained a strict diary by ensuring time sensitive projects are kept on target and budget • Team management – organised workshop budgets and weekly health and safety reviews, arranged and approved holiday requests. Show less

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  Apple

  Dec 2015 - Sept 2017

  • Provided Technical Support over the phone to iOS and Mac OS devices, providing solutions to problems and faults in a timely manner.• Consistently hit targets set for call metrics such as AHT, ACW, CSAT, TECH RES and TIER 2 ESC. • Maintained CSAT score of 100%, consistently remained above target for Customer Satisfaction of 90%. • Reduced team AHT by finding quick solutions to issues that couldn’t be resolved and assisted them with finding ways to boost their own metrics using chat and email support.• Supported and shadowed Team Manager with Call Listening and Evaluations using Wave and North Star Forms.• Gave Presentations to the team on solutions and techniques on problematic issues., Account Security, Business Conduct and Start up issues on Mac.• Hosted Team Meetings through virtual meeting software; Meet me and Blackboard.• Increased Team Functionality and promoted Team Communication with game time, allowing the team time to work together on a fun activity.• Provided on-going feedback for other advisors on cases through Peer Feedback Function in the CRM.• Provided feedback for the functions and bugs in the CRM tool (iLog) to help improve functionality of the logging system.• Raised tickets for issues that required engineering support.• Escalated issues when the issue or procedure required.• Assisted Area manager with a project on Career progression in Apple. Show less

  • Senior Customer Service Advisor

    Jun 2017 - Sept 2017

  • Customer Service Advisor

    Dec 2015 - Sept 2017
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  Surf Accounts

  Sept 2017 - May 2021

  Support Manager

  In this capacity I function in close collaboration with Sales and Development Manager to implement improved productroll out to customer base. I orchestrate and execute a robust technical infrastructure to facilitate home working for allstaff during Covid-19 pandemic. I design and implement results-driven teamKPIs. I ensure transparent communication among teams to drive business performance. I lead the end-to- endmanagement of ISO standards project while finalising deliverables within predefined constraints. I update and maintainstandardised database while ensuring confidentiality of data. Show less

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  AccountsIQ - Voted Mid-Market Accounting Software of the Year

  Jun 2021 - now

  Head Of Support