Market Operations Manager for Europe, Global Operations at WhatsApp Inc.

Fivetran

Director of Customer Support Engineering- EMEA

Senior Regional Manager - EMEA Customer Support

Market Operations Manager for Europe, WhatsApp

Global Manager for Help Community Team at Facebook

Community Operations Manager at Facebook

Over 4 years I led a variety of teams across the business:
Risk, Trust & Safety, E2M Limits & Concierge

My role was to develop teams, influencing and supporting them in their quest to build partnerships with our members, in turn creating world class customer experiences. 

Pivotal to the success of this role was creating an effective working environment where people felt empowered to work on their own initiatives and make a difference

Working cross functionally and having the ability to influence at all levels ensured my team had the support required for continuous success and evolution 

Played a key role in the launch of Concierge team, set up to provide support to top sellers & buyers using the eBay platform

eBay

Customer Experience Manager

•Successfully developing a high performing and motivated sales focused team through coaching and leadership

•Building mutually beneficial relationships between key stake holders, outbound operations and field sales team

•Effectively implementing and managing high performance KPI's and SLA's to ensure Customer Executives hit and exceed their targets in both departments

•Managing value adding sales activities ensuring successful completion within tight deadlines

•Working closely with Marketing Brand Teams to forecast potential issues with promotional campaigns and to develop channel Marketing plans for the outbound team to target customer base

•Working cross functionally with management in other departments to continually look at "better ways of working" and adding value to the organisation

•Having ability to influence at a senior level to ensure best possible outcome for the customer 

•Effectively forecasting, resource scheduling, hiring and training of staff

•Responsible for creating Standard Operating Processes that will allow for a high performing fully functional team

•The management of 2 separate teams within the Customer Service department

Diageo

Sales & Customer Service Team Leader

•Design and implementation of processes and procedures that will allow for a high performing, fully functional, customer focused team

•Coach, motivate and develop individuals, providing a stretch to ensure continuous growth

•To provide full cover within the department in the absence of Team Leaders

•Responsible for liaising with Marketing Brand managers so that the latest brand information and strategies are available for the team

•Encouraging and creating a positive and respectful culture and environment within the team

•Creating and processing daily, weekly, monthly reports

•Recruitment and development of temporary staff within the Customer Service team ensuring targets are met and world class standards upheld

•Manage all escalations

Senior Sales & Customer Service Executive

•To provide a world class service for all outgoing customer phone calls, ensuring professional, consistent and reliable customer service

•Take personal ownership of calls assigned to me and resolve all queries and requests in a timely and efficient manner

•Extensive knowledge of brand portfolio and applying it to each individual customers needs on a daily basis

•Responsible for the quality of customer service provided to our highest volume outlets – Central Dublin

•Maintaining strong customer relationships and using my influencing skills to upsell and cross sell

•Manage internal interfaces to achieve a positive outcome

•Maintain and develop an excellent communication with all relevant internal customer-facing departments

•Ensuring targets are reached on a daily basis

•Detailed knowledge of local market and commercial conditions

Sales & Customer Service  Executive

•Working within a sales team to promote and distribute CCTV products and systems and work against monthly targets, which I have exceeded each month

•Account Manager for over 20 of our Top Clients, responsible for building and maintaining excellent relationships and ensuring maximum efficiency

•Responsible for keeping sales team up to date with product knowledge so as to provide the customer with all relevant information and quotations

•Managing the implementation of promotional campaigns and providing on-site training of systems and procedures
 
•Working alongside consultant engineers drawing up detailed specifications for customer projects
.
•Solely responsible for organising trade shows and demonstrating products for all customers, have successfully organised and represented Scott & O’Shea at trade shows in the RDS
 
•The continuous generation of new business through identification of security requirements within different business sectors

Nicky Canny