Roy App

Handled ~70 daily inbound calls and chats for Ryanair using Zendesk and Skyspeed, and contributed to service improvement projects to boost customer satisfaction.

Managed retail shop operations, led product development for garments, and administered e-commerce website sales and order management to grow retail revenue.

Remotely supported EMEA/APAC Salesforce users by managing profiles, permissions, security, custom objects/fields/workflows and resolving business-application issues, while mentoring new recruits.

Provided onsite business and legal interpreting and delivered English↔French translations for clients, ensuring accuracy and cultural appropriateness.

Processed insurance claims via phone and email per policy guidelines, adjudicating payouts or denials and following up with customers during a six-month contract.

Provided French-language technical support for TOTAL GAS employees, resolving Windows XP and Lotus Notes issues remotely and routing hardware/service requests to appropriate teams.

Led teams of 8–10 staff per shift as part of the Graduate Trainee Section Manager program, overseeing daily operations and reporting to the store manager to maintain sales and service standards.

Completed a Business Diploma (HETAC Level 6) at IBAT Dublin, awarded in September 2013.

Obtained Salesforce.com Certified Systems Administrator and Certified Systems Advanced Administrator certifications in June 2011.

Completed G.C.E. A Level examinations administered by the University of London Examination Syndicate in 1999.