Four years across retail, BPO, and Apple-certified repairs — currently full-time (permanent) at Infosys BPM. Parallel to this, I run an AI-native software practice: I orchestrate AI tooling to specify, build, test, and ship production systems, with three live personal projects including goldbot, a production-grade Bitcoin trading bot that is tested, profitable, and consistent across observed edge cases. Comfortable on both sides of a support conversation — the customer's frustration and the engineer's fix.
Professional Experience
Infosys BPM Limited · Waterford · Customer Support Permanent
- Started on a fixed-term contract and converted to permanent in 2025 on the strength of SLA performance and case-quality scoring.
- Handle inbound customer queries for a BPO contract against defined SLA targets — handle time, first-contact resolution, and case-quality audits.
- Follow structured procedure playbooks, triage routine cases at volume, and escalate complex or out-of-scope issues to specialist teams.
- Adapt to rotating shift patterns and high-volume queues during peak periods; maintain accuracy under time pressure.
All4Baby · Galway · Specialist Retail
- Advised first-time parents on high-stakes nursery purchases (strollers, car seats, cots) — a product category combining technical fit requirements with real emotional weight.
- Consistently hit store sales targets including add-on attach rates and basket size.
- Handled returns, warranty claims, and product-safety escalations with attention to regulatory detail.
- Ran daily open/close, stock replenishment, and visual merchandising.
Ladbrokes · Galway · Shop Management
- Ran daily shop operations: cash and safe reconciliation, till balancing, end-of-day deposits.
- Trained new starters on compliance, gaming regulations, and responsible-gambling protocols.
- Led responsible-gambling interventions with at-risk customers, following structured frameworks.
- Delivered a clean seasonal handover with full operational documentation.
Select · Galway · Device Repair
- Diagnosed and repaired iOS devices end-to-end following Apple-certified repair procedures.
- Handled warranty escalations directly with Apple Customer Support — advocating for customer outcomes on complex or borderline cases.
- Managed consignment parts inventory and maintained accurate service records.
- Delivered hand-off consultations explaining repairs, device state, and preventative care.
Sales Advisor · Fonez, Galway
May 2022 — Aug 2022
Team Leader → Sales Advisor / Keyholder · Complete Entertainment Exchange, Galway & Sligo
Sep 2021 — May 2022
Kitchen Porter · Yeats Hotel, Sligo
Jul 2021 — Sep 2021
Skills
AI Tooling & Workflows
Claude (Anthropic) · Claude Code · Google Gemini · ChatGPT · Cursor · Hugging Face. I treat AI as my primary engineering toolkit — specifying what to build, directing AI agents through implementation, reviewing and integrating the output, and owning production outcomes. Comfortable with prompt design, agentic workflows, and bridging the gaps AI can't cross on its own.
Technical Stack (what I build on, AI-assisted)
TypeScript · Node · Bun · Python · Cloudflare Workers (Durable Objects, D1, KV, Queues) · React 19 · Vite · Tailwind · Vitest · Playwright · Sentry · Docker · systemd · AWS Lightsail · SQLite · Git · pnpm.
Customer Support
Inbound phone and written support · SLA-based ticket handling · Case-quality scoring · De-escalation · Warranty escalations · Technical troubleshooting · Cross-channel support (phone, chat, email) · Case documentation · Knowledge-base usage · Active listening.
Retail & Operations
Cash and safe handling · POS systems · Open/close procedures · Stock management · Responsible-gambling interventions · Team training · Compliance · Visual merchandising · Returns and warranty claims.
Ways of Working
Async-first remote work · Written-first communication · Self-directed problem-solving · Fast iteration on ambiguous problems · Comfortable across technical and non-technical contexts · English (native).