Customer Support Representative
Business Implementation Analyst
I am a customer-focused professional with hands-on experience in resolving client queries, analyzing technical issues, and streamlining processes to enhance customer interactions. I have co-founded a blockchain project that won a Web3 hackathon, demonstrating my passion for innovation and emerging technologies.
Experience: 3 years
Yearly salary: $40,000
Hourly rate: $35
Nationality: 🇮🇪 Ireland
Residency: 🇮🇪 Ireland
Experience
Process Improvement Analyst
ION Group 2022 - 2023
Worked with customers and internal teams to identify recurring issues and implemented process improvements to enhance customer experience and reduce manual workloads. Led automation projects, including developing a centralized ticketing dashboard that reduced internal license key request processing time by 50% and streamlining third-party consultant registration, cutting client on-boarding time from several hours to 15 minutes.
Operations Engineer
SAP 2020 - 2022
Managed customer inquiries and technical issues related to Cloud Platform Process Integration, handling an average of 20 incidents per week and ensuring timely resolutions to meet service-level agreements (SLAs). Resolved technical queries, prepared detailed Root Cause Analyses (RCAs) and processed Level 1 and Level 2 incidents.
Skills
compliance
customer-support
english