Sean McGrath
County Tipperary
Summary
Client-focused professional with extensive experience in account management, customer support, and technical troubleshooting. Adept at managing client relationships, resolving complex support cases, and coordinating with cross-functional teams to enhance customer experience. Strong background in CRM, data analysis, and proactive risk mitigation to ensure maximum uptime and customer satisfaction.
Overview
15
15
years of professional experience
Work history
Customer Support Executive
VSware
Dublin (Remote)
03.2022 - Current
- Managed support cases from initial inquiry to resolution, ensuring timely responses and minimal disruptions for clients.
- Acted as the primary liaison between customers and development teams, escalating critical issues and ensuring product teams addressed customer needs.
- Led Root Cause Analysis (RCA) efforts for recurring customer issues, collaborating with engineering teams to implement long-term fixes.
- Provided proactive customer insights using CRM analytics, reducing support case volume by identifying and addressing common pain points.
- Hosted training sessions and webinars for clients, improving user adoption and customer satisfaction.
- Facilitated recurring customer meetings to review support cases, ensuring alignment with business priorities.
English Teacher (Team Leader)
SSES Preschool
Shanghai, China
09.2016 - 01.2021
- Led a team of six teachers, fostering a collaborative and engaging learning environment
- Organised weekly open classes and recruitment days, resulting in a 5-10% increase in student sign-ups each year
- Awarded "Teacher of the Year" in 2018 for exceptional teaching performance and contributions to the school's success.
- Scheduled and coordinated staff timetables, ensuring smooth daily operations and optimal classroom coverage
English Teacher (Remote)
ASSA - American Straight A Academy
02.2021 - 12.2021
- Created customised lesson plans and courses based on student needs
- Led structured and recurring meetings to track student progress
English Teacher
Beida Fuzhong International School
Shenzhen, China
09.2013 - 06.2016
- Prepared students for continued studies in the US, teaching English, etiquette, and cultural sensitivity
- Conducted entrance interview preparation, achieving a 100% pass rate for students.
Health Care Assistant
Communicare
Dublin
07.2012 - 07.2013
- Provided compassionate care for elderly and disabled individuals in their homes
- Assisted with daily activities, meal preparation, and medical monitoring.
- Maintained detailed records of patient health, behavior, and progress to support care planning and medical reporting
- Collaborated with families and healthcare professionals to ensure consistent, high-quality care tailored to individual needs
- Supported mobility and physical therapy routines, promoting independence and improving patient well-being
Customer Assistant
Tesco
Wilton
09.2010 - 06.2012
- Delivered exceptional customer service, ensuring a positive in-store experience
- Developed comprehensive knowledge of Tesco products and services.
Education
Higher Diploma in Science - Digital Marketing with Analytics
South East Technological University
/2023 - /2024
Bachelor of Business - Management Applications
Atlantic Technological University
/2021 - /2022
Higher Certificate - Business
Munster Technological University
Cork, Ireland /2020 - /2021
Nursing Studies (FETAC Level 5) -
College of Commerce
Cork, Ireland /2010 - /2011
Leaving Certificate -
Rockwell College
Emergency Medical Technician (PHECC) -
Emergency Services Training Institute
Skills
- Customer Relationship Management (CRM)
- Data Analysis and Reporting
- CRM Software Expertise (Hubspot, Salesforce)
- Creative Problem-Solving
- Team Collaboration and Communication
- Time Management and Prioritisation
- Adaptability to Changing Trends and Technologies
- Customer-Centric Approach
- Analytical Thinking
- Goal-Oriented Mindset
- Continuous Learning and Growth Mindset
Affiliations
- Hiking and Outdoor Activities - Active member of my local hill-walking group and Mountaineering Ireland.
Referees
Available upon request
Timeline
Customer Support Executive
VSware
03.2022 - Current
English Teacher (Remote)
ASSA - American Straight A Academy
02.2021 - 12.2021
English Teacher (Team Leader)
SSES Preschool
09.2016 - 01.2021
English Teacher
Beida Fuzhong International School
09.2013 - 06.2016
Health Care Assistant
Communicare
07.2012 - 07.2013
Customer Assistant
Tesco
09.2010 - 06.2012
Higher Diploma in Science - Digital Marketing with Analytics
South East Technological University
/2023 - /2024
Bachelor of Business - Management Applications
Atlantic Technological University
/2021 - /2022
Higher Certificate - Business
Munster Technological University
/2020 - /2021
Nursing Studies (FETAC Level 5) -
College of Commerce
/2010 - /2011
Leaving Certificate -
Rockwell College
Emergency Medical Technician (PHECC) -
Emergency Services Training Institute
Similar Profiles
Tony GroganTony Grogan
Volunteer ambulance driver at South Tipperary Civil DefenceVolunteer ambulance driver at South Tipperary Civil Defence
Fionn O GradyFionn O Grady
Administrative assistant at Paul Cranley c/o DNG auctioneersAdministrative assistant at Paul Cranley c/o DNG auctioneers
Nicola BzdokNicola Bzdok
Kindergarten teacher at FroebelKindergarten teacher at Froebel
Ayush NegiAyush Negi
Customer Support Executive at Amazon Development CentreCustomer Support Executive at Amazon Development Centre
Anas ShaikhAnas Shaikh
Customer Support Executive at ZeptoCustomer Support Executive at Zepto