Conor Spierin

Experience

• 

  Convergys

  Aug 2017 - Feb 2018

  Tech Support

  Technical support for British Telecom

• 

  Citizens Information Board

  Apr 2018 - Oct 2018

  ICT Officer
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  Dropbox

  Oct 2018 - Jun 2023

  Driving efficient and integrated processes within support systems.Manage third-party tools and platforms like Zendesk, SnapEngage, AWS, as well as custom-built tools and scripts for maintaining these systems. Own maintenance, upgrades, incident response, user and data management and customization of these platforms.Own documentation of tool processes and projects. Advocate for and proactively own recommendations for system processes and tooling improvements within CX.Manage and deliver on technical deadline driven projects (product launches etc)Effectively cross-collaborate with many teams across the organisation Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions Show less

  • System Administrator

    Dec 2021 - Jun 2023

  • Technical Support Specialist

    Oct 2018 - Dec 2021
• 

  Pluralsight

  Nov 2023 - Jan 2024

  Technical Support Specialist
• 

  Dropbox

  Jan 2024 - now

  CX Quality Analyst

  Identifying agents' individual areas of opportunities to improve overall performance and provide constructive, developmental feedback based on thorough and detailed review of their workParticipate and lead meetings to drive alignmentWork with Vendor QualityProvide ongoing feedback to various stakeholders to ensure elements critical to the customer experience are appropriately actionedProvide coaching feedback directly to agents in 1-1 and small group settings.Participate in monthly calibration to align with other evaluatorsAnalyze customer sentiment, identify trends, and recommend solutions as neededPartner with leadership on coaching and performance management, including team progress reportingProvide temporary support for specific global support queues, in times of OSLA Show less