Tony Byrne

Experience

• 

  Dublin Taverns Ltd

  Jul 2005 - Feb 2008

  Bar Manager

  During my time in Dublin Taverns I led a team of up to 25 staff across all areas of the business. I was responsible for all aspects of running and maintaining a busy bar and night club. During this time I also gained experience in event organisation and regularly hosted events catering for upwards of 1000 people.

• 

  PayPal

  Mar 2008 - Sept 2009

  Customer Solutions Agent

  • Answering claims related queries via phone and email• Resolving buyer complaints in accordance with PayPal policy• Advising customers on how cases have been closed and how to avoid similar situations in the future• Assisting customers with updating account information• Part of the original testing team for the “Ask Louise” feature• Occasional Point of Contact for agents

• 

  EBay

  Sept 2009 - now

  Main responsibilities and key projects include:• Led the CS readiness stream for the implementation of project Symphony including customer journey mapping, documenting tools requirements, defining CS processes and leading the initial CS team at launch• Worked closely with Business Unit and Service Design leads on defining policy, customer journey’s and systematically identify process failure points for full ramp of PUDO offering for both UK and AU• Major contributor to the Rapid Response programmer with 3 project implemented in 2014 leading to a global saving of 200,000 contacts annually• Key contributor to the eMIR reduction project with targeted savings of 1.4m for the UK in 2015• Co-ordinated and executed the CS resolution for EU on a breakout case impacting 20K customers• Collaborated with Collect Plus and the shipping teams to introduce Collect Plus as a carrier for SNAD returns• Maintained and updated the UK Suspended Seller process leading to annualized contact savings of 75K in 2014• Responsible for identifying efficiency improvement gains in both CS tools and Sop’s and working closely with CS Tech to ensure design specifications meet CS requirements• Cross functional partnership with Global Asset protection on high exposure breakout cases including identifying a fraud ring targeting eBay CnC programs• Onsite support for ramp of escalations to new partner in India- ran daily workshops to capture insights on key volume drivers as well as providing on floor support to team mates Show less The key responsibilities in my role as an Operations Support Specialist include:● Creating and delivering training to support new hires and process/policy updates● Providing Subject Matter Expert support via “walk up” questions and escalation inboxes● The creation and maintenance of Inquira articles● Providing support to CPI team in highlighting and implementing improvements to current process● Completing quality spot-checks and providing SME support for CMM reviewsSome of the main highlights of my time as an Operations Support Specialist include:• Supported launch of Money Back Guarantee spending 3 months on site with partners coaching, and leading change and adoption• Supporting and contributing to an end to end process mapping of all Buyer Guarantee processes from which 112 improvement suggestions were taken• Leading the UK team on the re-launch of a new structured CSKB hub involving the rewriting and creation of 70 plus topics• Led UK CS on the launch of eBay funded labels as part of the eMBG flow- subsequently led follow up project which saw initial increase in usage of ~ 5% and productivity gains of 1.5 mins per case• Led the UK training team on the launch of Agent Desktop 4.0 including co-coordinating training delivery both internally and at 3 partner sites Show less

  • Snr Product Manager

    Feb 2021 - now

  • Business Rules Analyst/Technical Product Manager

    Apr 2019 - Feb 2021

  • Process Efficiency Manager, Global Trust

    Aug 2017 - Apr 2019

  • Policy Specialist, Buyer Trust

    May 2016 - Aug 2017

  • Process Improvement Specialist, Member to Member Operations

    Jan 2013 - May 2016

  • Performance Improvement Coach

    Nov 2012 - Jan 2013

  • Operations Support Specialist

    Mar 2010 - Nov 2012

  • Customer Solutions Agent

    Sept 2009 - Mar 2010