Open to opportunities

Kitty McGrath

@kittymcgrath

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Experienced customer service representative with a focus on technical support.

United Kingdom

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a highly skilled Customer Service Representative with over 10 years of experience in remote customer service and technical support. My expertise lies in conflict resolution, time management, and providing tailored solutions in fast-paced environments. I am known for enhancing customer satisfaction through quick problem-solving and strong communication skills, and I am passionate about delivering excellent service to ensure customer loyalty.

In my current role at Zapiet, I ensure the Product Options application is bug-free and maintain high product quality standards. I provide comprehensive QA support, raise and track bug reports, and assist developers in troubleshooting issues. My previous experience as a Merchant Support Specialist has honed my ability to take ownership of customer inquiries and lead onboarding sessions, ensuring seamless integration for clients. I thrive in collaborative environments, working closely with cross-functional teams to resolve issues and improve customer experience.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance/Product Support

Current

Zapiet

Sep 2024 - Present (10 months)

Ensured the Product Options application was bug-free, maintaining high product quality standards. Provided comprehensive QA support for all applications before and after sprint deployments, ensuring stability across versions.

Jira Notion Intercom Freshworks BrowserStack Slack Confluence Microsoft Teams QA Troubleshooting

Merchant Support Specialist

Zapiet

Apr 2020 - Present (5 years 3 months)

Took ownership of customer inquiries via email, live chat, and phone, ensuring timely and effective resolutions. Led onboarding and demo sessions via Teams, guiding clients through setup and troubleshooting.

Customer Support Live Chat Email Support Microsoft Teams Troubleshooting Documentation

Photobooth Operator

Photobooth

Feb 2016 - Present (9 years 5 months)

Planned and organized booths at events, ensuring smooth operations from booking to completion. Managed all logistical aspects, including equipment procurement, risk assessments, and insurance documentation.

Event Planning Logistics Management Client Relationship Management Design Risk Assessment

Customer Service Representative

Arise Virtual Solutions

Aug 2012 - Present (12 years 11 months)

Provided exceptional customer support via phone, addressing complex inquiries, processing refunds, and managing orders. Handled and resolved escalated complaints professionally, maintaining customer satisfaction in challenging situations.

Customer Service Technical Support Conflict Resolution Complaint Handling Order Management

Education

Degrees, certifications, and relevant coursework

Open University

Master of Science, Social Science Research

2014 - 2020

Grade: First Class Honours

Achieved First Class Honours in Social Science Research. Focused on advanced research methodologies and critical analysis within social sciences.

TM Retail

Management Training Program, Retail Management

2008 - 2008

Completed a comprehensive training program focused on retail management principles and practices. Gained skills in operational efficiency and team leadership.