Kevin Costelloe

J'aide les entreprises à transformer leurs opérations de support client en concevant et en mettant en place des solutions qui boostent l'efficacité, améliorent les performances des agents et augmentent la satisfaction des clients. Mon expertise comprend : - Automatisation du service client : développer et déployer des chatbots, des systèmes intelligents de triage des tickets et de routage pour simplifier les flux de travail et réduire les temps de réponse. - Optimisation des processus et des outils : analyser et affiner les processus et les outils de support pour maximiser la productivité et l'efficacité des équipes. - La collaboration entre les services : renforcer la communication et les voies d'escalade entre les équipes pour garantir une résolution fluide des problèmes. - La personnalisation de Zendesk : adapter les environnements Zendesk aux besoins spécifiques des agents d'assistance, en améliorant la convivialité et les performances. - L'équilibre stratégique : aligner les attentes des clients sur les objectifs commerciaux pour créer des stratégies durables et centrées sur le client. - Déploiement du centre de contact : diriger la mise en place et le lancement de nouveaux centres de contact, en assurant des transitions fluides et des opérations évolutives. Passionné par la création d'écosystèmes d'assistance qui offrent des expériences exceptionnelles, tant pour les clients que pour les équipes.

Taking a professional hiatus to delve into personal projects centred around my self-hosted servers, I am actively refining my expertise in server administration, Apache2 optimisation, and bolstering server security. My focus extends to hands-on projects involving Apache2 proxying and CDN implementations. Alongside these technical pursuits, I am enthusiastically embarking on a distinctive project—creating a Minitel server. This venture involves integrating a terminal with modern services like internet email, discussions via Mastodon, and blogging using the Plume API. These initiatives underscore my commitment to ongoing learning and innovation in the tech landscape. I welcome connections and discussions on how these experiences can contribute to future collaborations and opportunities.

As the Training & Quality Coach for a luxury Japanese vehicle brand, I oversee 10 markets, including the UK, France, Italy, Germany, Bulgaria, Poland, Netherlands, Hungary, Belgium, and Luxembourg. My primary role involves training and knowledge dissemination across all markets, addressing market-specific items and legal processes, and implementing processes and quality audits. Secondary responsibilities include collaborating with supervisors on KPI management, team meetings, Action Plans, Performance Improvement Plans, client reporting, and ad-hoc supervisory tasks. I also handle challenging phone calls and previously advanced from an agent to the quality team for another Japanese vehicle brand, where I interacted directly with the client, supervised a 40-person team, and ensured timely completion of tasks.

I held the position of overseeing the daily operations of an active bar/restaurant, managing personnel, handling both cash and card transactions, and generating a comprehensive manager's report on the evening's service and ongoing team development. The role demanded immediate resolution of customer issues, staffing challenges, and technical troubleshooting for malfunctioning equipment. Attention to detail and adherence to company policies outlined in Standard Operating Procedures (SOPs) were crucial. The customer-centric nature of the job involved face-to-face interactions. Additionally, the company's Customer Service Excellence (CSE) scheme recognized my achievements with two consecutive 50/50 scores, along with one 48/50 and one 46/50, surpassing the average of 43/50 for our location, where other branches received scores under 40/50.

In my position within the contact center for AXA Wealth's Elevate Platform, I played a pivotal role in addressing diverse queries from both clients and financial planners. My responsibilities encompassed a broad spectrum of issues, ranging from handling valuations to resolving inquiries related to investments or platform-related challenges. I thrived in a dynamic environment, ensuring prompt and effective responses to meet the needs of our stakeholders in the financial services sector. This experience equipped me with a comprehensive understanding of client and financial planner interactions, contributing to my proficiency in navigating complexities within the wealth management domain.

I started at Tesco in Bristol as a part-time Customer Assistant, initially at the Mangotsfield store. Within a month, my store manager recognized my potential and encouraged me to take on the role of Team Leader with a swift progression pathway to Store Manager. This recognition made me sought after by Area Managers and Store Managers from other Tesco stores. Notably, I earned a Customer Service Excellence award from the Regional Manager due to the success of the Tell Tesco campaign, with our home store (Mangotsfield) boasting a higher response rate than others in the area. In my multifaceted role, I handled cash transactions, managed stock, assisted with safe collections involving substantial amounts, and undertook responsibilities related to stocking shelves and managing incoming deliveries.

In my role as a Customer Service/Social Media Supervisor, I managed telephone escalations, made decisions on voucher validity, and handled various challenging situations arising from weather or passenger circumstances, including confidential and sensitive matters like medical issues. I responded to customer letters, escalated emails, and phone calls, meeting company time frames and standards. This phone and email-based role involved rebooking calls, voucher queries, and modifications for existing clients, with an added sales component for public inquiries about balloon flights. Simultaneously, I took on responsibilities in IT/System Support/Compliance, overseeing system upgrades, addressing technical issues, and playing a pivotal role in a telephone system upgrade and migration. Additionally, in my role as Go Vouchers - Supplier Liaison, I managed supplier documentation, ensured correct banking details and insurance, and acted as the primary contact for supplier communications and promotional materials, while also overseeing product uploads and imagery on the website.

(previously Fleet Support Group) In my role as an Accident Management Claims Handler, I served as the initial point of contact for drivers involved in incidents, regardless of fault or severity. This involved taking claim forms over the phone and coordinating with repair agents, insurers, hire companies, and relevant third parties on behalf of clients. Responsibilities included arranging estimates, repairs, and hire vehicles for clients and, where applicable, third-party vehicles. This also covered all types of damage, from chipped windscreens to break-in damage. As a Bookings Controller, my main responsibilities in the bookings department included handling incoming calls from clients to organize service bookings, mechanical repairs, hire vehicles, and emergency breakdowns. This role required direct communication with our network of garages, hire companies, and recovery agents. Additionally, during out-of-hours shifts, I managed emergency breakdown and hire assistance calls, demonstrating knowledge of commercial vehicles, authorisation procedures, out-of-hours hire bookings, and invoicing coding for both car and commercial vehicles.