Customer Service Management

DARRAGH PATRICK FARRELL

865-***-**** . **************@*****.**

**** ***** **** ****, **********, 38139, TN

DOB: June 24, 1982

EDUCATION

Dublin City University, Dublin Ireland

Masters Degree in Human Resource Management, Honors, September 2007

Dissertation Title: Managing Diversity in the Construction Industry

Coursework: Modules included Recruitment and Selection, Business Strategy,

International HRM, Organizational Change and Development, International

Employee Relations, Accounting in Organizations, Organizational Learning

and Knowledge Management. The program utilized a variety of learning

approaches including lectures, case studies, seminars and presentations.

There was a strong focus on leadership, personal and career development

within the program with skill workshops devoted to this element. There was

also an emphasis on teamwork, communication skills, problem-solving, and

the application of theory to the practice of HRM.

National University of Ireland, Galway - Galway, Ireland

Bachelor of Arts, Honors, August 2005

Majors: Psychology and Archeology

Coursework: Modules included Social Psychology, Developmental Psychology,

Memory and Cognition, Patterns in Irish Prehistory, Archaeology

Methodology. Both had Research Methods as core modules, emphasis on

practical projects, individual assignments and teamwork.

Honors and Activities: Teaching English as a Foreign Language (TEFL)

Certificate; City and Guilds Computing Certificate; Graduate Member of the

Chartered Institute of Personnel Development (CIPD); Associate Member of

Psychological Society of Ireland.

St. Mary's College - Rathmines, Dublin, Ireland

High School Diploma, July 2001

EXPERIENCE

**I am an Irish National who is fully authorized to work in the USA**

Side Street Tavern- Knoxville, Tennessee (May 2010-August 2010) Temporary

Work on Relocation to USA

P/T Cook and Bartender: General Customer Service; Prepared and cooked food

for customer; Serving patrons drinks.

References: Sam Bowman (Owner/General Manager) Tel: 615-***-****

Paddy Power Online- Dublin, Ireland (June 2008 - September 2009)

Operations Executive: General Administrative duties for employees such as

updating and creating new employee files; Screening, Selection and

Management of Online Chat Moderators; Payroll administration, Disciplinary

action and employee relations for chat moderators Promotion creation and

management, see http://bingo.paddypower.com/promotions for examples still

being used; Product management (configuration and optimization of product);

Stringent competitor analysis to ensure Best Practice and to analyze

industry trends; Working to monthly targets; Social Media Optimization

through Facebook, Twitter and onsite Blogs; Acted as first point of contact

for VIP customers dealing with queries and to ensuring their optimum gaming

experience; Conducted Quarterly Customer Surveys to highlight customer

trends and needs; Prepared daily budget summaries; Dealt with unresolved

customer queries (escalation procedures); Managed internal relations

between customer support, online gaming specialists and IT; website updates

(image, content, blog)-see paddypowerbingo.com; Direct customer updates

through creation of marketing emails (creation of content and layout

utilizing email reaction).

References: **@**********.***; Tel: 011***-****-****; request HR

Department. *********@**********.***; Tel: 011***-*****-****; request

Hayley Geraghty.

Online Gaming Agent: Customer support through phone, email, and online

chat; fraud reporting; process and product improvement; collusion and chip

dumping analysis; BOT analysis; brick and mortar poker management; cold

calling dormant accounts.

Reference: **@**********.***; Tel: 011-353-1404-5900; request HR

Department.

Portmac Ltd. - Dublin, Ireland (Oct. 2005 - September 2006; September 2007

- March 2008)

Co-Site Manager: Site Administrative duties such as managing employee

weekly wages, receipt and invoice filing, ordering and accounting for

materials; Employee management on site; Organizing meetings and liaising

with engineers and architects on projects; Waste management on site

(organizing skips for site and making sure their presence on site would not

hinder material drop offs, e.g. concrete); Time management on site (making

sure tradesmen completed work on time to allow for other tradesmen to move

in-this was pivotal on projects meeting their deadlines); General hands-on

work such as ground work (screeding floors, laying pipe-work, securing

radon barriers, foundation work) and site maintenance.

O'Malley's Construction - Galway, Ireland (May 2004 - September 2004)

General Operative: Ground work (laying down pipe-work, screeding floors,

securing radon barriers); General laboring with block-layers and

carpenters; General site maintenance.

The Stage Door - Galway, Ireland (November 2003 - April 2004)

Barman and Floor Staff: Serving beverages, customer service' changing kegs,

and till work; customer service; event organization.

McGill Construction - Dublin, Ireland (May 1999 - Sept. 2000; May 2003 -

Sept. 2003)

General Operative: General site maintenance; general laboring with block-

layers, carpenters, and plasterers.

Fresh Idea Foods - Dublin, Ireland (October 2000 - September 2001)

Part Time: Till work; customer service; stock taking and stock rotation;

advice and service on produce; helping with deliveries and making hampers.

Hobbies and Interests: Traveling (have been to countries such as South

Korea, Bosnia, Cambodia and Australia); tennis; golf, pitch and putt;

guitar; reading; rugby; Gaelic football and hurling; Poker and Cinema.

Contact this candidate