Kevin Costelloe

I assist companies in transforming their customer support operations by designing and implementing solutions that drive efficiency, enhance agent performance, and improve customer satisfaction. My expertise includes:

- Customer Service Automation: Developing and deploying chatbots, intelligent ticketing systems, and routing to streamline workflows and reduce response times.

- Process and Tool Optimization: Analyzing and refining support processes and tools to maximize team productivity and effectiveness.

- Cross-Departmental Collaboration: Enhancing communication and escalation paths between teams to ensure seamless issue resolution.

- Zendesk Customization: Tailoring Zendesk environments to specific support agent needs, improving usability and performance.

- Strategic Alignment: Aligning customer expectations with business goals to create sustainable, customer-centric strategies.

- Contact Center Deployment: Leading the setup and launch of new contact centers, ensuring smooth transitions and scalable operations.

Passionate about creating support ecosystems that deliver exceptional experiences for both customers and teams.

50 FTEs in 2 centers, including Team Leads, Quality Managers

• Built the organisation of CS Operations of UK, Germany, Norway, Austria with internal and BPO

• Manage daily CS operations, optimizing service reactivity (30min email first reply time) and quality (95% CSAT)

• Manage complex customer cases

• Lead and collaborate with cross functional teams (Product, Legal) for process & service optimisation

• Manage strategic projects (implement WW telecom infrastructure, Zendesk revamp)

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.