Kathryn Lenihan

* Working in the Finance department, helping members of the Gardai and Garda staff with their pay.

* Demonstrating versatility in handling diverse clerical tasks including scheduling appointments, answering phones, and coordinating travel arrangements.

* Maintaining high levels of accuracy when entering data into company databases, ensuring information consistency throughout the organization.

* Ensuring compliance with company policies and procedures through diligent documentation review and maintenance.

* Maintaining strict confidentiality standards when handling sensitive information, safeguarding the privacy of employees.

* Providing exceptional customer service to both Gardai and internal staff, addressing inquiries promptly and professionally.

* Developing effective time management skills by prioritizing tasks according to urgency and importance.

• Representing the Player Experience Team for both games I supported
• Driving change within the product to improve the player experience
• Creating internal and external documents and posts to aid agents and players on the games
• Working in collaboration with the product team to ensure live bugs are prioritized and working to implement a plan to handle any issues that arose from these bugs
• Assisted with training materials for onboarding new hires
• Reported issues encountered with new game builds
• Analysing data pertaining to quality and CSAT, devising reports and implementing suggestions for operations to follow up on
• Defecting tickets with QA's and bots
• Responsible for players to have a better support experience
• Identifying gaps in knowledge through quality Audits and ongoing training and developing ways to fill these gaps
• Establishing and maintaining communication with stakeholders to guarantee player satisfaction
• Maintaining consistently high standards in quality by partaking in frequent team calibrations

• Perform quality audits on a large number of tickets, spanning a variety of mobile games
• I then analyse the data and provide relevant and in depth feedback based on the outcome of these audits
• Conduct deep dives into agents, CSAT scores, policies and procedures to identify problem areas and seek out ways to improve
• Compile this information into documents on Google Suite for ease of presentation
• Create and carry out coaching plans to help improve performance in the player support department
• Calibrate weekly on blind audited tickets to ensure high standard set by the company are met and maintained
• Assist with new hire onboarding and upskilling/training when required
• Continuous improvement of internal knowledge base systems, metrics and rubrics to assist agents with their day to day tasks

• Handle player issues to ensure a high level of customer satisfaction and a quick turnaround
• Assist other members of the Player Support Team in internal support channels
• Maintain and consistently work to improve my vast knowledge of Wildlife's catalogue of games
• Conduct shadowing sessions with Tier 4 and new Tier 2 agents, as well as SIP agents and Training new hires
• Identify issues and bugs and create Jira's, so these can be escalated further for review
• Work closely with Product Managers and other teams such as Community Support, in order to be as efficient as possible in my role

• Point of contact on the social operations response team
• I assist other colleagues when they have questions/issues on the team and bring these issues to my manager if I am unable to resolve them myself
• I often have to liaise with stakeholders in this position
• I hold regular meetings with Team leaders, Senior leaders and Community Operations regarding performance and quality on our team, and suggest ways in which we can improve this
• I also have to create Jira's and C3@01s for stakeholder approval for updates to processes, policies and content

• Working on the social operations response team using Sprinklr software to assist customers with issues on Facebook, Twitter and sometimes Instagram
• I am proficient in Google suite and all associated software, which are used on a daily basis for this position
• I also flex into other jobs such as Rider, Uber Eats etc., when their queues are high, so I can assist with their inbounds
• On a weekly basis, I carry out quality self audits and quality peer audits on my team

• General duties in this position included caring for children between the ages of three and five and teaching them preschool curriculum in association with Siolta and Aistear standards
• Devising an appropriate curriculum was also an important part of this position
• In addition, I was working one on one with a child with special needs on a daily basis

• General duties included full time care for children between the age of four months and twelve years, personal care for the children e.g
• Nappy changes and feeding, designing and implementing an age appropriate curriculum, one on one work with children with special needs and entertaining and playing with the children

• Part time sales assistant work in a garden centre
• Duties included sales of items, money handling, customer relations both on the phone and in person, general upkeep of garden centre, stock control and stock care
• Also undertook part time work in Limerick Milk Market as a sales assistant for Kiely's Garden Centre Market Stall