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Patrick ORourke

52 Lurgan ParkPhone: 085 2058416 Renmore, GalwayEmail: [email protected]

ProfileA determined, skilled and conscientious Customer Relations Specialist with over 10 years experience of providing Customer Service, Administrative & Live Service support in the Telecommunication & Gaming industry. Highly organised with excellent time management skills. With a can-do attitude, I am self motivated with the ability to prioritise and deliver reporting & analysis within challenging timescales while paying attention to detail. Excellent communication and interpersonal skills and experienced in managing relationships between stakeholders at all organisational levels. An effective team player who recognizes the importance of attention to detail and equally comfortable working autonomously.

Career HistoryElectronic Arts/Bioware (Ireland), GalwayLive Service Analyst 07/2015 - presentMonitoring real-time contact volumes & wait times across phone, email & chat queues across six contact centres; making changes to adviser skilling/contact routing to balance emerging customer wait/hold times

Generating daily & intra-day reports on queue volumes, contact drivers, emerging issues and adviser skilling-changes.

Ensuring advisers are adhering to scheduled activities & alerting relevant stakeholders on any deviations.

Reacting real-time to emerging game/tools issues; alerting relevant stakeholders, requesting social-media posts, informing area management & cascading details to affected advisers.

Monitoring absence/lateness phoneline & reporting to management on new cases.

Leading conference calls; minute taking, cascading and assigning action points to relevant stakeholders.

In-game Customer Support 11/2011 - 08/2012 & 11/2012 - 07/2015Maintaining up to date service & procedural knowledge.

Working towards meeting & exceeding daily productivity and quality targets.

Reviewing & suggesting changes to existing procedures & standard customer responses.

Engaging in team discussions to identify contact trends & performance management.

TalkTalk, Waterford 10/2005 - 10/2011Administration team co-ordinator 11/2010 - 10/2011Increased productivity by reducing time needed for scanning & entering documents into CRM tools by 100%.

Monitored trends in customer contact & identified potential issues with products/services and need for additional manpower.

Reviewed and implemented procedures for monitoring overall department productivity.

Improved process and reduced error margin for change of account ownership by simplifying process and reducing response time by 5 days.

Consistently exceeded personal productivity and quality targets, including daily quota completion and minimum customer satisfaction scores.

Participated in fortnightly meetings and supported the Companys online knowledge base team and supplied the team with up to date information and articles.

Liaised with five employees: managed printing arrangements, answered product/service related queries, assigned workloads.

Sorted incoming post: rerouted to relevant departments, scanned and sent documents to the UK, entered documents into CRM tools.

Trained relief team members in administration processes.

Prepared weekly reports displaying number of letters received, replied, trends identified and individual productivities.

Email/Live Chat support 11/2007-11/2010Consistently met productivity and quality targets, including average contact handling time in responding to customers both via email and online chat.

Engaged in developing and proactively updating standard response templates.

Active member of both department and company morale committees, including budget management and organising/running activities.

Customer Support 10/2005-11/2007Provided telephone responses to customer queries.

Acted as point of contact/second level support for employee queries during absence of Managers.

A member of pilot aftercare team for AOLs first bundle deal/offer.

Texaco Service Station, Wexford 10/2004-09/2005Operated cash register and maintained forecourt stock levels.

Education HistoryBachelor of Business Studies (Hons.) Waterford I.T. 09/2004-05/2008Leaving Certificate C.B.S., Wexford 09/1999-06/2004

Personal DetailsI have a long standing interest in gaming, in particular team online games and one person RPGs. I have a keen interest in playing snooker and visiting the local gym & swimming pool. I also enjoy taking part in stage performances and trips to the cinema.


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