Cathal O'Shea

Hey there 👋! My name is Cathal (pronounced Call or Caw-hull), and I am passionate about recruiting top talent, scaling teams, and coaching individuals at all stages of their careers within the CS/CX field. Currently, I am working as a Sales Manager for Relationship Managers at Mentimeter.

As a manager, I have a strong reputation for leveraging my team's contributions to create effective processes and an open, collaborative environment. I take pride in developing early career programs and coaching individuals to achieve their full potential. I believe that building strong teams and nurturing talent are key to driving success in any organization.

I am always eager to connect with fellow professionals in the CS/CX space and stay up-to-date on the latest trends and best practices. Please feel free to connect with me to discuss all things recruiting, team scaling, and coaching!

As an action-oriented, customer-centric CS Leader with 6 years of experience, I bring a demonstrated history of increasing customer onboarding success rate by 30%, customer satisfaction scores to an all-time high of 95%, increasing customer retention rates to 95% and decreasing customer churn rates to 5%. I’ve identified customer training needs and improved product utilization, resulting in a 30%  increased customer adoption rate.

I’ve used customer feedback and data to create usage reports and improve customer experience in the customer lifecycle, driving product roadmap initiatives and ultimately achieving the highest level of customer satisfaction in 3 years. Additionally, I’ve leveraged KPIs to achieve the department’s annual goals and initiated employee onboarding programs and training initiatives that successfully recruited and retained top talent.

Throughout my career, I’ve excelled in overseeing a wide range of responsibilities aimed at optimizing customer success. My track record in leading and coaching high-performing teams, combined with my communication, project management, and problem-solving skills, has unlocked tremendous opportunities in business productivity, growth and development for my previous employers.

As a process optimization expert, I’m known as someone you can rely on to streamline tech stacks, improve efficiency and reduce response time. At ContactMonkey, I successfully reduced latency by 50% over a period of 2 years, which led to higher satisfaction and retention rates.

Recognized for coaching and scaling success-oriented teams, I’ve used my expertise in identifying and addressing customer needs to help my team members carve out rewarding careers in this space and I’m proud to serve as a mentor to junior professionals.
 

I have attained a Masters Degree in Event Management and a Bachelors Degree in Marketing