Melrona O'Neill

As a Solution Consultant at Modern Hire, I partner with large global enterprises to solve the complexities of large enterprise hiring. Our science-based hiring platform enables talent acquisition teams to make hiring personal to improve experiences and results.

My role is multifaceted, spanning technical product presentations, customer needs analysis, solution recommendations, proposal support, and post-sale customer support. I have to take complex concepts and distill them into simple explanations for clients.

I was responsible for overseeing Sonru's established support team to deliver first- class support to our users across the globe and the candidates who are completing their Sonru Video Interviews. One of the key areas of focus was maintaining exceptionally high satisfaction ratings and support response times from the 24/7 in- house support team

Some Highlights:

The support team didn't previously have a dedicated manager so the processes were very ad hoc and they had no particular guidance on quality or how to better achieve their KPI's effectively. When I started I reviewed the Support function and identified areas that required improvement. Of these, here are some of the major milestones we achieved

• Upgraded our Zendesk to ensure the support team could scale as growth continued for the business.
• Introduced an online support WIKI to help with SOP's.
• Creating the SOP's allowed us to create definitions to help manage the consistency of our support delivery.
• This in turn allowed us to improve the training and on-boarding process for the support team.
• Introduced a dedicated help desk for Candidates to try and encourage self service and deflect tickets
• Introduced a dedicated - log in only area for Clients to ensure that sensitive information was not open to the public but was an available resource for clients.
• Introduced workflows to better segment our users and deliver support as appropriate.
• Transformed the reporting capabilities of the team.
• Increased productivity by introducing a workflow for tasks to ensure there was a value add for the business.
• With the support of HR we introduced a more organised development plan for the team which included annual job chats
• Worked closely with the engineering team to tackle the process around raising bugs which had got out of control over time and was causing major stress to various stakeholders in the business.
• Gained great experience working with a 24/7 schedule with the team predominantly working remotely

I started as a Customer Help Agent for this Classifieds Ads website in 2010. I was promoted to Customer Support Manager in 2012, during this time I was responsible for creating the SOP's and Customer Help content to enable us to introduce an outsourced team as we scaled the business.

I went onto be promoted to Customer Experience Manager at which point we were a fully fledged department. I managed a blend of internal and outsourced teams (18 team members).

During this time my responsibilities included:

• Responsible for developing, implementing and continuously improving customer experience.
• Full responsibility for resolving customer issues and following through to resolution.
• Developed, implemented and evaluated all service procedures, policies and standards.
• Experienced scrum product owner - delighted to be the voice of the customer!
• Experience in Hoshin planning, a lean approach for company wide stratigic improvements.
• Analysed various statistics and compiled accurate reports for presentation on to all departments.
• Assisted with the implementation on and development of a culture of internal and external customer care.
• Recruited, trained, mentored, empowered and developed our Customer Service team.
• Identified new industry innovations to support best practice throughout company operations.
• Responsible for developing collaborative relationships with stakeholders such as Government Agencies.
• Managed and reviewed daily operations of an outsourced team of 14 customer support representatives.
• Adhered to and managed the Customer Experience Management teams overall budget.
• Prioritised items to ensure an orderly and smooth workflow for myself and the CX team.
• Liaised closely with various stakeholders to develop and implement policies and process around fraud.
• Represented DoneDeal at events, summits, seminars and business networking opportunities.
• Responsible for Public Relations including appearances on high profile National Radio Programmes.

I was recruited during the building phase to assist with the implementation of procedures and policies.

Here are some of the key areas I took responsibility for during my time at Monart:

• Ensured all operations had the facilities/equipment required to deliver a world class customer experience
• Co-ordinated customer bookings throughout all stages of their visit to this 5 Star Destination Spa
• Established the businesses early social media presence and other marketing activities.
• Organised high level corporate events & activities for exclusive brands and their clients.
• Resolved any occasional customer issues or concerns in a discreet, professional and prompt manner.
• Dealt with incoming visitors, telephone and internet based customer enquiries.

I started as a Receptionist in the Talbot Hotel. During my time senior management supported the development of my skills and enabled me to gain great training in conjunction with Failte Ireland. Thanks to those new qualifications I was promoted to Head Receptionist in 2003.