Seán Nordon
Former Internal EMEA SME Expert In ICA BRE At PayPal
Dundalk
Summary
Experienced Customer Service Professional with 10 years experience in Business Support, Compliance, and Risk Management in the internet industry. Proven expertise in handling inquiries, mentoring teammates, ensuring customer satisfaction, and proficient in iOS, Microsoft Excel, Phone Etiquette, and Microsoft Word. Skilled in NICE Call Recording, Banking, and KYC Verification.
Overview
2025
2025
years of professional experience
Work History
Internal Consultant
PayPal
10.2022 - 09.2024
- Managed escalations via PET Tickets and AAL calls, resolving complex customer queries effectively, achieving 95% resolution rate within 24 hours
- Assess risk in fraud reviews and KYC processes using strong decision-making and analytical skills
- Implement policies for payment disputes and fraudulent documentation reviews, ensuring compliance
- Empowered decisions to mitigate risks, review appeals, and dispute outcomes with precision
Business Support Senior Agent
PayPal
04.2021 - 10.2022
- Mentored new hires, ensuring smooth onboarding and quick adaptation
- Initiated NPS outreach, significantly boosting customer retention and business growth
- Facilitated dynamic team learning sessions, fostering a culture of knowledge sharing and elevating the collective expertise in banking services
- Delivered personalized coaching through regular one-on-ones, empowering team members to excel in their roles and achieve personal growth.
Business Support Specialist
PayPal
4 2018 - 04.2021
- Addressed assorted merchant inquiries through multiple communication channels, consistently achieving resolution within predetermined SLAs
- Directed first-point customer interactions efficiently, resolving complex issues using CRM tools
- Initiated outbound initiatives to instruct merchants on product features, leading to 20% increase in utilization
- Enhanced problem-solving efficiency by integrating cross-functional insights, reducing average merchant support resolution times by 20%.
PayPal Limitations Agent
PayPal
11.2017 - 04.2018
- Resolved customer inquiries on KYC/KYB, SARS, and OFAC, ensuring compliance and accuracy
- Addressed and mitigated fraud concerns, improving account security
- Reviewed customer accounts and transactions, maintaining regulatory standards
- Mastered banking procedures, contributing to operational efficiency
- Resolved complex customer inquiries related to financial regulations, contributing to improved customer satisfaction and retention rates.
New Member/Top Customer Customer Service Representative UK
PayPal
06.2015 - 11.2017
- Opened new accounts for customers within 90 days, ensuring readiness for transactions
- First contact for new callers, verifying account setup for sending, receiving, and withdrawing money
- Resolved complex issues, optimizing customer experience and account functionality.
New Member/Top Customer Agent NA
PayPal
12.2014 - 06.2015
- Managed new accounts for customers under 90 days, ensuring readiness for transactions
- Served as primary contact for new callers, facilitating seamless money transfers
- Championed seamless onboarding for new PayPal users, ensuring account readiness and resolving complex issues to enhance customer satisfaction.
Customer Service Representative NA
PayPal
08.2014 - 12.2014
- Reassured new PayPal customers about product reliability, enhancing user trust and satisfaction
- Streamlined customer onboarding process, enhancing user experience and boosting new account activations
- Guided customers through PayPal's features, fostering trust and loyalty
- Provided clear, concise explanations, ensuring users felt confident in their transactions
Sales Service Representative
St. Vincent De Paul Society
03.2013 - 07.2014
Sales Representative
Smyths Toys Superstores
09.2009 - 01.2010
Floor Staff, Stock Management
Brubaker's Bar
01.2006 - 05.2007
Education
High School Diploma -
O'Fiaich College
Dundalk, Louth 09.2002 - 2007.05
Scoil Mhuire Na NGeal
Dundalk, Ireland 09.1993 - 2002.06
Skills
Customer Identification Program (CIP)
Strategic Thinking
Customer Focus
Documentation review
Computer literacy
Communication skills
Customer service
Risk Assessment
Leadership coaching
Timeline
Internal Consultant
PayPal
10.2022 - 09.2024
Business Support Senior Agent
PayPal
04.2021 - 10.2022
PayPal Limitations Agent
PayPal
11.2017 - 04.2018
New Member/Top Customer Customer Service Representative UK
PayPal
06.2015 - 11.2017
New Member/Top Customer Agent NA
PayPal
12.2014 - 06.2015
Customer Service Representative NA
PayPal
08.2014 - 12.2014
Sales Service Representative
St. Vincent De Paul Society
03.2013 - 07.2014
Sales Representative
Smyths Toys Superstores
09.2009 - 01.2010
Floor Staff, Stock Management
Brubaker's Bar
01.2006 - 05.2007
High School Diploma -
O'Fiaich College
09.2002 - 2007.05
Scoil Mhuire Na NGeal
09.1993 - 2002.06
Business Support Specialist
PayPal
4 2018 - 04.2021
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