Strategic, long-term thinker focused on building scalable, AI-driven operations that enhance efficiency and drive sustainable business growth. Proven leader with a results-oriented mindset and extensive experience leading global teams to implement chatbots, automate workflows, and transform customer support. Strong track record of aligning cross-functional stakeholders—across product, engineering, marketing, and support—to deliver measurable outcomes. Deeply involved in support operations, compliance, and data-led decision-making, consistently positioning support as a revenue-generating and growth-enabling function at the heart of the business.
Experience: 9 years
Yearly salary: $110,000
Hourly rate: $60
Nationality: 🇮🇪 Ireland
Residency: 🇮🇪 Ireland
Experience
Head of Global Support & Operations
Bitcoin.com 2021 - 2025
- Expert in customer satisfaction, retention, and support strategy - Strong operations leader with a focus on global scalability and process optimization - Experienced in AI-driven support tools (chatbots, automation, analytics) - Proven ability to align cross-functional teams and external partners - Data-driven decision-maker with strong analytical skills - Excellent communicator and team leader with a people-first approach - Skilled in account management and client relationship growth - Deep knowledge of talent acquisition and team development
Senior Customer Operations
DesignerInc 2018 - 2021
- Responding to inbound/outbound calls and resolving highly sensitive issues using Intercom/Zendesk/Freshdesk. - Working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met. - Taking ownership of customer issues reported and seeing problems through to resolution.
Senior Customer Support
Field Complete 2018 - 2019
- Researching, diagnosed, did troubleshooting and identified solutions to resolve system issues using Freshdesk. - Taking ownership of customer issues reported and seeing problems through to resolution. - Asking customers targeted questions to quickly understand the root of the problem.
Operations
Axact 2015 - 2018
- Resolving complex situations in the timely manner that resolved many problems by using my technical support and customer service skills. - Aligning electronic card fraud to risk operation strategy by insuring that all service level standards are met and achieving the highest ratio with less fraudulent transactions. - Ensuring all QA tools such as bug management automation and test management are fully utilized by the team.
Fraud Risk Prevention
Westpac 2011 - 2012
- Conducting initial interviews with cardholders who had been victims of fraud and setting up fraud claims via fraud case management system. - Monitoring and action credit card fraud alerts on the FALCON fraud detection system. - Investigating and taking all available opportunities to recover exposed/lost funds. - Detecting unusual spending, large transactions and multiple transactions and overseas spend.
Collections
Baycorp 2010 - 2011
- Helping to develop a company knowledge base or FAQs. - Updating the customer database. - Responding to all live customer queries immediately, with 24-hour resolution times.
Skills
ai
blockchain
chatbot
communication
communications
compliance
customer-success
customer-support
decentralize
gambling
gaming
growth
moderator
operations
project-manager
retention-marketing
saas
smart-contract
strategy
english
hindi
russian
urdu
