Summary
Overview
Work history
Education
Skills
Timeline
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Paul Coen

Buttevant,County Cork

Summary

I am a self-motivated, committed, energetic, and results-oriented Contact Centre leader with a high level of initiative for action. I am a natural people person with close to twenty years of customer service, technical support and sales experience. This includes multi-lingual, award-winning operations. Throughout my work experience, I have demonstrated strong interpersonal and leadership skills in managing a diverse range of teams and projects.

Overview

21
21
years of professional experience
2
2
years of post-secondary education

Work history

Premium Services Buy Team Mate

eBay
Dublin/Remote, Ireland
09.2024 - Current
  • Worked in M2M as a Team Mate from September 2024 - May 2025. I recently moved to the Premium Services Buy team.
  • Consistently met and exceeded all KPI's since starting in eBay.
  • Proactive member of all teams since joining, providing support where I can to co-workers and the leadership team.
  • Communicated my ideas and thoughts effectively for positive process change.
  • Traveled from Cork to all office days since joining the team.
  • Suggested and ran a project to proactively get more M2M Team Mates nominated for the DNA Genius Awards.
  • Provided feedback to the management and training team to help new hires.

Bord Gais Energy Business Customer Support Rep

Fexco
Remote, Ireland
10.2023 - 08.2024
  • Working remotely, supporting Bord Gais Energy business customers through telephone and email interactions.
  • Meeting and exceeding KPI and quality metrics on a continuous basis.
  • Handling escalations and complaints using a customer satisfaction mindset.
  • Escalating feedback to help improve operational excellence.

Customer Care Supervisor

ESB Networks
Cork, Ireland
05.2019 - 05.2021
  • Lead a Customer Support Team remotely and in the National Customer Care Centre onsite in Cork.
  • Line management of direct reports included performance management, coaching, mentoring, training, and professional development.
  • Part of the on-call team responsible for out-of-hours Contact Center and emergency escalations.
  • Resolved escalated customer calls to ensure amicable solutions were delivered in a timely manner.
  • Contributed to the achievement of CRU KPIS.
  • Coordinated and helped define the remote working environment when Covid started.
  • Proactively worked with the peers and the upper management team to implement positive process change and drive an inclusive work environment for all employees.

Customer Support Group Supervisor

Zazzle
Cork, Ireland
09.2017 - 05.2019
  • Managed Zazzle Customer Support on the Cork site between the hours of 6:00 p.m. - 2.30 am.
  • Proactive coaching and development of Team Leads.
  • Managed a support team of hundred-plus employees during the busy holiday season.
  • Accountable for all aspects of people management; performance management, HR issues, team morale, and change management.
  • Introduced a queue management monitoring process.
  • Developed and delivered training to management and staff on the importance of smart service level agreements.

Customer and Technical Support Team Manager

Blizzard Entertainment
Cork, Ireland
01.2010 - 03.2017
  • Managed and coordinated projects at an operational level.
  • Responsible for leading teams of 20-60 Customer/Technical Support Advisors and 2-6 Team Leaders.
  • Delivered coaching, performance management, career pathing, and conflict resolution training.
  • Responsible for temp recruitment, and retention initiatives.
  • Introduced a real-time analysis team for monitoring KPIs.
  • Provided input to HR in defining the absence and lateness policy and assisted with the introduction of motivational programs such as /Recognise.
  • Collaborated on the introduction of a multi-skilled game master role, and worked with the Corporate Apps team to improve processes and efficiency on the CRM "Atlas".
  • Identified trends and resolved escalated customer issues and implemented processes to improve the customer experience.
  • Collaborated with the workforce management team and and was accountable for queue management and approving exceptions on off queue activities and last minute holiday requests.

Customer Service Team Manager

Abtran
Cork, Ireland
04.2009 - 12.2009
  • Collaborated on documenting processes and best practices for a large customer service operation from project go live.
  • Worked directly with the client on implementing scripts.
  • Managed a team of 15-20 customer service reps.
  • Responsible for team coaching, performance management, and development.

After Sales Team Manager

Apple Inc
Cork, Ireland
10.2005 - 11.2008
  • Introduced a training program for new hires called "Grad Bay" which was used throughout the Apple Store EMEA in 2006/2007.
  • In 2007 the department moved from a customer service-based model to a blended iPod sales and CS function. I used my sales experience to train employees on sales close rates, achieving revenue targets and incentive programs. This led to the introduction of a multi-skilled advisor model that same year.
  • I was part of the iPhone release team for the U.S. launch and on my return, contributed to delivering training for a smoother launch in the EU.
  • Managed the Apple Store Escalations team which was the final point of contact for customers.
  • Tracked and analysed escalated issues and forwarded feedback to the relevant departments in order to improve our service and the Apple store website.
  • Remotely managed an offsite vendor team in Austin, Texas. I was responsible for getting the team of 48 reps up to speed with UK Apple Store polices and quality requirements. I also managed their performance and worked with U.S co workers to define KPI/SLA agreements.

Sales and Customer Support Team Manager

Merchants Group Ireland
Cork, Ireland
09.2004 - 10.2005
  • Gained experience on operations in both outbound sales and inbound customer service sectors.
  • Trained and coached sales staff on product positioning, sales techniques, handling objections, and closing sales.
  • Motivated teams with weekly incentive programs and by leading by example by personally achieving the highest close rates on the floor at that time.
  • Worked on a customer service operation for London's biggest e-grocer "Ocado" at the time.
  • Managed customer calls effectively and efficiently in a complex, fast-paced environment.
  • Managed high call volume with professionalism always focused on delivery of excellent customer service.

Education

Certificate of Higher Education - Bachelor of Arts in Human Resource Management

Munster Technological University
09.2019 - 06.2021

Certificate in Computers -

Collage Of Commerce

Leaving Certificate -

Coláiste an Spioraid Naoimh

Skills

  • Team leadership & management
  • Performance management
  • Training, coaching & mentoring
  • Moral & motivation
  • Customer advocate/focus
  • Employee development
  • Process improvement
  • Change management
  • Strong problem solving
  • Recruitment
  • HR management
  • CRM & Contact centre telephony systems

Timeline

Premium Services Buy Team Mate

eBay
09.2024 - Current

Bord Gais Energy Business Customer Support Rep

Fexco
10.2023 - 08.2024

Certificate of Higher Education - Bachelor of Arts in Human Resource Management

Munster Technological University
09.2019 - 06.2021

Customer Care Supervisor

ESB Networks
05.2019 - 05.2021

Customer Support Group Supervisor

Zazzle
09.2017 - 05.2019

Customer and Technical Support Team Manager

Blizzard Entertainment
01.2010 - 03.2017

Customer Service Team Manager

Abtran
04.2009 - 12.2009

After Sales Team Manager

Apple Inc
10.2005 - 11.2008

Sales and Customer Support Team Manager

Merchants Group Ireland
09.2004 - 10.2005

Certificate in Computers -

Collage Of Commerce

Leaving Certificate -

Coláiste an Spioraid Naoimh

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