Kerry Duggan

Experience

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  Amazon

  Jul 2014 - Sept 2019

  Certified Specialty MentorTraining and mentoring new hiresTraining and mentoring tenure associates on new skillsQuality auditsILAC specialist dealing with stock location and credit operationsAssisting sellers to increase sales via FBAManage team huddles to provide updates and gain feedbackProvide support and feedback to associates on FBA and ILAC e-mail/phone/chat contacts with a focus on improving productivity and quality of the teamAssist in developing and maintaining team moraleIdentify new ideas and approaches based on interactions with the teamResearch, identify, evaluate, rationalize, and help sellers with technical, system, process issues and provide educationIncreased focus on communication in the team and with outside departmentsAssisted colleagues in creating development plans for career progression Show less Verifying business accounts for prevention of fraudCertified in Amazon Payments Europe Anti-Money Laundering to handle sensitive dataManaged accounts of third party sellers in their onboarding experience through Amazon's verification process by acting as first point of contact through a blend of outbound e-mails, appointment setting, and outbound dialling. Updated sellers on process regularlyMonitored and controlled multiple accounts simultaneously until completion of verificationInvestigation of persons related to accountDocument verification, such as bank documents, HRMC documents, passports and identity cards.Completed regular audits Show less

  • AmazonSmile Charity Account Support

    Jan 2018 - Sept 2019

  • FBA & ILAC Specialist

    Sept 2015 - Dec 2017

  • KYC Compliance Account Support

    May 2015 - Sept 2015

  • Technical Support Associate

    Jul 2014 - May 2015
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  Reputation.com UK

  Oct 2018 - Nov 2019

  Customer Success Manager

  Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewalInteracting with customers and advising on best strategies for a successful online reputation management programWorking closely with engineering and product on customer product implementation and feature requestsBe a positive contributor to the team in order to maximize Reputation.coms short and long term revenue targetsProviding world-class customer service, through organization, urgency and strategyCollaborating effectively with sales, product and peers to maximize the customer experience Show less

• 

  Moz

  Apr 2020 - now

  Lead and scale a global customer support team, driving customer retention through exceptional service delivery of multiple SEO and online reputation management products.Build and implement a data-driven approach to identify customer pain points and inform the product roadmap.Develop and execute customer success strategies to improve customer satisfaction and loyalty.Collaborate cross-functionally to establish key performance indicators (KPIs) and measure team impact.Partner with lifecycle marketing to develop and execute customer lifecycle campaigns, driving increased retention and early product adoption. Show less Pioneered and scaled Irish customer onboarding team from inception, driving revenue growth and customer retention.Developed and executed tailored onboarding strategies to accelerate customer time-to-value and increase product adoption.Built a high-performing onboarding team, mentoring and developing talent to deliver exceptional customer experiences.Contributed to global onboarding strategy by sharing best practices and driving process improvements.Acted as a player-coach balancing hands-on customer interactions with team leadership.Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos/walkthroughs. Show less

  • Manager, CS

    Jan 2023 - now

  • Manager, Customer Onboarding

    Oct 2021 - Jan 2023

  • Lead of Customer Onboarding

    Mar 2021 - Nov 2021

  • Regional Team Lead of Customer Onboarding

    Apr 2020 - Mar 2021