Dublin City University

Loreto High School Beaufort

Senior Inbound Success Coach at HubSpot

- Proficiently collaborating with customers and internal teams to ensure smooth experiences and optimize conversions
- Demonstrating a deep understanding of customer objectives to effectively highlight how ActiveCampaign solutions can achieve desired outcomes, delivering value to the customer
- Crafting strategies to then enable Customers to implement AC seamlessly into their business
- Coordinating and collaborating on cross-functional efforts with sales, customer experience, marketing, finance, and product teams to address customer needs comprehensively.
- Sandler Certified, carrying out discovery calls daily
- Accepted to participate in Aspiring Leaders Program 2024

ActiveCampaign

Customer Activation Specialist

- Created, organised and implemented strategic, goal-based zoom training sessions for a book of customers to help drive growth in their firms
- Product expert in both external and internal tools resulting in successful day to day case management i.e. SFDC
- Collaborated with the sales team and support team to ensure a smooth and enjoyable experience was had by each customer in the transition of using the Clio products
- Mentor to new hires on the team, holding strategic conversations, organising mock call training sessions, and providing learnings, feedback and key takeaways
- Troubleshot and problem solved for customers, and internal new hires
- Churn prevention; have conversations with escalated customers who want to cancel their subscription and devise a plan to stop them from leaving by providing additional resources 
- Planned, scripted, recorded, produced and edited a series of training videos for the EMEA market website to use as part of customers and internal employees self-driven onboarding.

Clio - Cloud-Based Legal Technology

Customer Success Specialist

- Top performer in day to day role, consistently achieving and exceeding daily and monthly metrics. This results in creating 130 (approx) deal opportunities for the direct and partner sales org, monthly.
- Close deals on sales from start to finish after successfully completing additional sales training
- Continued as a Mentor to New Hires. Movement to complete remote work saw the mentor program change, meaning I had a more hands on approach in the first 13 weeks of a new hire being on the team. This includes carrying out mock calls for the new hire to get the opportunity to practice inbound calls ahead of transitioning to the floor. 
- Organised and ran several weekly sessions covering a variety of topics to ensure the New Hire knows where to turn for help, how to become resourceful, how to be successful in the role and how to take on feedback. 
- Organised and ran shadowing sessions every month with new hires as part of their training and onboarding to the team. There are three types of session I ran: shadowing my day, I shadow their day, and creating an open zoom room where new hires can ask questions during their first days on the floor.
- Continued to work on my skill of providing feedback. I am also further developing my coaching and leadership skills while working with new hires.

HubSpot

Senior Inbound Success Coach

- Continued responsibilities as an L1 ISC
- Mentor to New Hires that join the Inbound Success Coach Team (participated in feedback workshop before becoming a mentor)
- Helped new hires get accustomed to the expectations and criteria involved with the role. 
- Guided new hires on their onboarding project and act as a support for questions and how to find answers. 
- Provided feedback on the work new hires are doing on their project before their presentation.
- Gave weekly product update presentations to the entire team, pointing out changes to the software that would likely come in as questions and queries from prospects and users. 
- Project manager on a project helping different members of the team come together to review calls to help with learning on how improvements can be made.

Inbound Success Coach L2

- Worked with potential new users and customers to answer their questions and resolve their issues in a timely manner. 
- Handled multiple customers’ issues at the same time, in a fast-paced environment.
- Developed strategies for customers and helped implement
- Diagnosed complex software bugs and provided relevant solution
- Qualified new potential customers to determine the products that would be best suited to their needs before putting them in touch with an AE to discuss the final sale. 
- Carried monthly quota of 94 opportunity conversions which was successfully met
- Provided support to prospects and customers through three different channels - phone, online chat and email.
- Answered any sales queries and directed prospect to appropriate products/tools that suit their needs
- Cross collaborate with AEs, CAMs, CS and Support to further assist prospects and customers to get what they need.

Inbound Success Coach

- Managed the accounts of over 150 ownership groups and being the point of contact for hundreds of radio stations across the U.S.
- Answered all queries relating to weekly affidavits, advertisement spot delivery & availability and other general questions through email and calls every day
- Compiled weekly reports on clearance of advertisements by the stations and the progress of submission of affidavits by the stations each week
- Processed invoices in a timely manner to ensure accreditation for aired spots
- Informed stations of upcoming new schedules and barters that they are due to start airing. (for example; Super Bowl, The Grammy's, Billboard Music Awards, The Masters and The Winter Olympics)
- Ensured all databases were up to date
- Assisted with training of new team members, which has previously only been completed by the management team

Westwood One

Affiliate Services Coordinator

- Digital marketing content creation - posts for Facebook, Twitter and Instagram, with planning for Christmas campaigns. 
- Assisting in preparation of CSV files for new Website launching later this year, including compiling product information with associated imagery for all chocolates.
- Tasked with video editing content related to Butlers Chocolates solar panels and the Butlers Chocolates Experience at the Visitor's Centre.
- Recipe creator and onsite producer for new recipe video shoot in partnership with Bord Bia.
- Corporate sales involving taking orders from customers, while also prospecting for new customers and contacting past customers by phone and direct mail. 
- Brand representation at different events during the year, promoting the visitors centre and the chocolate factory tour as well as answering questions that any potential customer may have regarding products, the cafés or visitor experience.

Butlers Chocolates

Corporate Sales and Marketing Executive

- Worked as the videographer of the live broadcast each evening from 7-9pm for the all new Q5, A4 and A6.
- Provided product knowledge to the presenters when prompted during live broadcasts.
- Responsible for ensuring the sound and video equipment was charged and ready for each live broadcast.

Audi Ireland

Videographer

- Covered reception for staff member on holiday. Involved answering the phone, transferring calls, welcoming people for interview, members of the media etc.
- Worked in the Service Center sorting invoices to scan and send to accounts. Separated confidential post for Directors.

Adecco

Receptionist for Lidl Ireland

- Worked closely with the General Manager - Sales in Used Car sales. 
- Produced daily and monthly reports detailing sales performance and registrations. 
- Daily responsibilities included the management of the Audi Ireland Executive Fleet which included being responsible for the tax and insurance on cars, organizing the transport of vehicles by either using the distribution partner or moving cars myself. 
- Enhanced and upgraded the dealer invoice claims systems, and processed dealer's claims at the beginning of each month.
- Organised and attended events for the public show casing new Cars for test drive
-Completed forms detailing Hire Drive deals that required sign-off from the company CFO. I was responsible for creating any Sales team Purchase Orders. 
- Looked after the invoicing and ownership changing of cars.

Sales Intern

- Worked as part of an efficient team of associates providing excellent customer service daily
- Organised stock distribution to shop floor
- Theft prevention on a daily basis as part of fitting room work

Cara O'Shea