Ian Tyrrell

Experience

• 

  Dial Contracts Ltd

  Jan 1988 - Jan 1993

  Senior Analyst

  Working on a number of European PC based projects. Developing Software for the projects, installing the software and training the users.

• 

  Land and Sea Consultants Ltd

  Jan 1993 - Jan 2007

  Managing Director and Consultant

  Returning to the company after a taking a short break to pursue other goals. Managing outsourced IT and business projects and hardware support. Looking at all aspects of the business, writing new Business procedures, talking to users, development staff and management. Full SDLC Business Analysis. Produced requirement analysis documentation, system specifications, test specification, managed testing and part of a team implementing new systems Carried out risk assessment and developed robust business procedures and reporting structures. Show less

• 

  Self-Employed

  Feb 2007 - Jul 2011

  Freelance English Trainer

  I have been working as a Freelance English Language Trainer for many different companies and countries. Currently I working Remotely, training Language Learners across the globe.I have worked in Eastern Europe, Russia, China and Vietnam. I was based in Lithuania.Main roles - Helping learners to increase their English Language skills using both Business English and General English. Developing Business skills for learners based on using English. Helping develop and enhance skills in Conversation (Business and General), improving pronunciation, helping with writing business document, reading business and general English documents. I have also helped develop curriculum's for schools, both for online and face to face teaching. Developed course work for classes. Dealing with difficult customers/learners to solve their problems. Show less

• 

  Technical University of Moldova

  Aug 2011 - Sept 2015

  Senior Lecturer and English Teacher

  Teaching English courses - including General English, Business English, TOEFL and IELTS.Lecturing in English for the Computer Sciences Department at UTM, also giving help to the English Language department when required. Developing the courses for the following subjects - History of Computers, Economics (Basic), Project Management, Technical Writing, English (Years 1 and 2) and Business Writing.Preparing course work and course structures

• 

  Freelance

  Sept 2015 - Mar 2020

  Freelance Customer Service Specialist and Writer

  Working as a freelance remote customer service specialist. Providing remote support for a number of different companies using online support products. Talking to both customers and suppliers to help them solve their problems with computer and cloud based systems. The roles have included using Zendesk, Slack, Skype and a number of other remote support technologies. Logging the problems using the companies in-house problem tracking system. Taking to other support staff in order to escalate problems and tracking the solutions. Documenting solutions and writing blog posts/documents to allow others to find the information. Writing procedures for companies to help improve the customer service process. Show less

• 

  OKIN BPS

  Mar 2020 - Jul 2020

  Customer Support Specialist

  Proactively calling customers to notify them of problems with their network systems on behalf of Verizon. Developing and implementing new procedures to ensure that the team kept to the KPI's and SLA's.Reason for leaving: Redundancy

• 

  AT&T

  Jan 2021 - Jul 2021

  Customer Service Representative

  Handling calls from customers regard their internet connections (fibre) or the Uverse service. Solving customer problems and ensuring complete satisfaction. Reason for leaving Redundancy.

• 

  Concentrix

  Aug 2021 - Jul 2023

  Taking in bound calls from customer for Santander. Working within FCA regulations to deal with the customer's queries, transferring money, checking accounts, ordering new cards, advising customers about digital banking and cancelling Direct Debits and Standing Orders. Logging the details of the call when needed. Taking inbound calls from customers, these can vary from people just wanting information or help to wanting to join the Vodafone network. Helping customers find the right product and raising the order. Resolving the initial issue, either with advice or by transferring to the correct department.

  • Customer Service Specialist

    May 2022 - Jul 2023

  • Inbound Customer Service Representative

    Aug 2021 - May 2022
• 

  Various Companies

  Jul 2023 - now

  Freelance Teacher

  Teaching English Language to students throughout Europe. Talking to new students to help develop a strategy personalised to their needs in order to help them develop their skills