Eibhilin McKerr

# Customer Support Representative

Location United KingdomDesired Salary UnspecifiedWork preference Full TimeLinks Status   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

Report
[Overview](#overview)

## About Me

Dedicated and results-driven customer service professional with over five years of remote experience delivering high-quality support across diverse channels. Adept at resolving complex issues, mentoring team members, and streamlining processes, I excel in digital communication and problem-solving. I am committed to continuous learning and achieving customer satisfaction while fostering positive, long-term client relationships. Seeking fully remote opportunities where independent work and virtual collaboration are paramount.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Communication](https://jobicy.com/talent/communication.md)[Relationship Building](https://jobicy.com/talent/relationship-building.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Teamwork](https://jobicy.com/talent/teamwork.md)[Team Building](https://jobicy.com/talent/team-building.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[English Language](https://jobicy.com/talent/english-language.md)[Content Moderation](https://jobicy.com/talent/content-moderation.md)[Fast Learner](https://jobicy.com/talent/fast-learner.md)

## Education

Ulster University, Magee Campus  August 2014 - June 2018  Lower Second-Class Honours

St Catherine's College, Armagh  September 2007 - June 2014  A Levels & GCSE's

12 GCSEs including English and Maths

## Experience

UK Representative - Customer Support Representative @ ModSquad  June 2019 - Present My position with ModSquad is a UK Representative, specialising in the capacity of a customer support contractor. I have seamlessly transitioned between multiple companies, each requiring exceptional customer support across diverse channels, including email, live chat, and social media platforms. Fostering a strong connection with ModSquad’s clients has consistently remained a primary objective of mine. I take pride in having earned the trust of the two companies I’ve worked with to onboard and train new employees—an achievement that fills me with immense pride. Furthermore, I’ve contributed proactively to ModSquad’s business expansion endeavours. By leveraging my direct interactions with prospective clients, I’ve advocated for ModSquad’s proficiency in customer support, drawing upon my own experience to encourage them to engage ModSquad’s services.

- Comprehensive Customer Support: Assisted customers via email with upgrades, ticket purchases, and swaps, streamlining refund evaluations and ensuring strict policy compliance.
- Social Media Engagement: Delivered prompt and professional responses to enquiries on Facebook and Twitter, driving timely resolutions and higher engagement.
- Trusted Decision-Maker: Entrusted with reviewing high-priority refund cases and granted discretionary authority to issue refunds/credits when necessary, reflecting strong business and customer advocacy.
- Team Leadership & Process Optimization: Guided colleagues through complex issues by optimising response strategies, which reduced resolution times and enhanced team performance.
- Technical & Content Support: Provided real-time troubleshooting support via live chat and email for shipping software, and reviewed TikTok content to ensure compliance with client policies.
- Mentorship: Trained and mentored new employees on customer engagement best practices, ensuring consistent service quality across multiple teams.

Team Knowhow In-Store Expert @ Curry's PC World  October 2018 - January 2019 - Delivered personable, proactive customer support in a fast-paced retail environment, honing effective communication and problem‐resolution skills.
- Adapted quickly to digital tools and collaborated with team members to ensure seamless customer interactions, laying the groundwork for successful remote work.

Production Operator @ Avondale Foods  June 2014 - April 2018 - Maintained high standards and attention to detail under pressure, demonstrating strong organisation and troubleshooting skills transferable to remote customer support.
- Collaborated with cross-functional teams to resolve issues and optimise processes, reinforcing effective communication and remote coordination abilities.