Jean McCormack

Experience

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  Grupos Organizados

  Feb 2014 - Jul 2014

  English Monitor
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  Castletroy Golf Club

  Aug 2014 - May 2016

  Bartender
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  The Dáil Bar

  Jun 2016 - Aug 2017

  Server
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  Arise Europe

  Sept 2017 - Dec 2018

  Customer Service Representative

  I was working on behalf of a client to provide expertise and technical support to their business customers. - Assisted clients with technical and customer care queries via phone and email- Delivered efficient troubleshooting and query resolution to clients- Collaborated with support teams to deliver a fast turnaround on client escalations- Working as part of the Customer Experience team to proactively reach out to clients to identify pain points when using our service. This provides us with valuable insights to try and improve our net performance score- Listen to and evaluate agents calls in order to gain an understanding of a customer’s negative feedback- Achieved targets and KPI’s set on a quarterly and monthly basis- Built customer awareness of the availability of product updates and up-selling where possible Show less

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  SocialTalent

  Jan 2019 - Sept 2020

  - I managed the creation of the SocialTalent Knowledge Base. I created over 70 articles to date that detail our product features and customer's FAQ's-Managing feedback from our customers and communicating with different members of the Product, Customer Experience, and Development Teams throughout the development process-Tracking internal employees product feedback through monthly survey's-The creation of tasks and stories aimed at improving our user's experience- Creating wireframe's and working with our design team on a new feature look and feels- Reviewing the product backlog with our Product Managers to prioritize high impact issues Show less - Main point of contact for all customer support issues and queries both online and phone- Worked with our developers to troubleshoot customer issues and creating bugs on Jira where necessary- Work closely with the product team to give feedback around customer pain points- Refined the support case categorization. This enabled us to run detailed reports around case issues and identify potential product improvements- Created SalesForce support response templates to increate case turnaround time Show less

  • Product Support Manager

    Feb 2020 - Sept 2020

  • Technical Customer Success Representative

    Jan 2019 - Sept 2020
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  Greenhouse Software

  Sept 2020 - now

  • Senior Technical Support Specialist

    May 2022 - now

  • Customer Support Specialist II

    Apr 2021 - May 2022

  • Customer Support Specialist

    Sept 2020 - Apr 2021