PAURAIC CLARKE
Ardee,Ireland
Summary
Highly experienced Customer Service and User Operations Manager with over 14 years of expertise, including 8 years in leadership and management roles with a proven ability to drive exceptional customer satisfaction, improve team and individual performance, and meet organizational goals. Highly Skilled in coaching, mentoring, and managing large Customer Success teams across multiple countries while ensuring quality standards and adherence to SLAs. Committed to continuous process improvement and creating innovative solutions that enhance Customer Service operations.
Overview
10
10
years of professional experience
Work history
User Operations Team Leader/Manager
Bentley Systems International Ltd
2023.02 - 2026.03
- Leading, mentoring, and developing a team of Order Management Customer Operations Specialists, managing daily activities, setting priorities, and fostering a high-performance environment ensuring we consistently met our targets and goals each quarter.
- Ensuring we are providing an Exceptional Customer Experience and User Engagement at every opportunity.
- Overseeing the complete lifecycle of software orders, ensuring accuracy and timely fulfilment while adhering to company policies.
- Managing contract setup and oversee necessary invoice adjustments, ensuring compliance and accuracy.
- Owning and managing month-end and quarter-end closing procedures, ensuring deadlines are met with precision.
- Acting as the primary liaison for Enterprise Sales, Finance, and other internal teams, resolving order-related issues and providing critical support.
- Identifying and implementing process improvements, optimizing team operations and improving the Customer Experience.
Contact Centre Customer Services Manager
KBC Bank Ireland
Dublin
2017.02 - 2023.09
- Managed large team of Customer Service Executives, ensuring KPIs were consistently met across daily, weekly, and monthly targets.
- Coached and mentored executives through 1:2:1s, team meetings, and career progression initiatives.
- Managed social media platforms (Twitter, Facebook), ensuring high levels of customer satisfaction.
- Led creation of the Loan to Value (LTV) process, responding to increased volumes and benefiting both customers and employees.
- Played a key role in introducing TD&C Scheme (Training, Development, and Coaching) to identify individual staff development needs and arrange tailored training.
- Worked closely with other departments and key stakeholders to ensure policy adherence and continuous process improvement.
- Designed and implemented compliance initiatives to address regulatory risks.
- Regularly met with senior management, presenting results and providing solutions for operational challenges.
- Implemented training programmes, enhancing team capabilities.
Senior Admin Customer Service Executive
KBC Bank Ireland
Dublin
2016.04 - 2017.02
- Delivered outstanding customer service, consistently ensuring positive company experiences.
- Managed customer payments and invoices, ensuring swift processing of DDs, SEPA transfers, etc.
- Acted as the first point of contact for customer queries, ensuring timely resolution.
- Collaborated with the team to provide consistent service across various platforms.
- Identified sales opportunities and exceeded targets by building strong rapport and utilizing product knowledge.
- Ensured complaints were addressed within company guidelines and target timeframes.
Education
Leaving Certificate -
ACS (Ardee Secondary School)
IrelandSkills
- Exceptional attention to detail and problem-solving abilities
- Strong communication and presentation skills
- Proven leadership, with the ability to motivate and develop teams
- Excellent time management and multitasking skills in fast-paced environments
- Highly customer-focused, ensuring satisfaction and loyalty
- Proficient in Excel/Office 365 and various CRM tools
REFERENCES:
Available upon request
Accomplishments
- Louth Senior Championship Winner – 2022, 2023.
- Louth Senior League Winner – 2022.
- Active member of St. Mary's GFC (Gaelic football), Square United (Soccer), and Ardee Golf Club.
Timeline
User Operations Team Leader/Manager
Bentley Systems International Ltd
2023.02 - 2026.03
Contact Centre Customer Services Manager
KBC Bank Ireland
2017.02 - 2023.09
Senior Admin Customer Service Executive
KBC Bank Ireland
2016.04 - 2017.02
Leaving Certificate -
ACS (Ardee Secondary School)