Loading...

Follow ModSquad | Customer Support Blog on Feedspot

Continue with Google
Continue with Facebook
or

Valid

Social media and digital sales go together like PB&J. They complement each other, and they drive great product awareness. In one fell swoop, you can establish a real connection with your audience and showcase your products in a more meaningful way. You also have access to a plethora of audience data, which can help you tailor and personalize your offerings to your most coveted demographics. While social media advertising has its place as a way to sell, there are other ways to diversify your brand and get more engagement. The way you maintain your social media, the opportunities you give to audiences to interact with your brand and learn more, and your level of activity on the platform can help you drive sales faster. Here are ways to go about improving your sales.

Offer 24/7 customer support. Today’s buyers are not just interested in the product itself but also the experience of buying. The level of customer support you offer through social media can go a long way toward building loyalty and engaging audiences. Your customers deserve great support, and offering it through social media can help you seem more innovative while offering a convenient method for customers to solve their issues. This is especially salient during key moments such as product launches, holidays, and marketing events.

Having 24/7 support available makes your brand seem more dynamic and incentivizes your customers to keep coming back for more, because they know you’ll be right there if they experience an issue. We’ve seen the difference a high-touch customer support approach can make for a brand and its impact on engagement. Our services within this realm are scalable to both large and small businesses and can help manage peak times with ease and efficiency. 

Build a community. Social influence makes a difference in purchasing decisions, and that influence spreads in a multitude of ways. Part of social influence lies in product reviews and seeing the experience of others. If you can create a sense of community among reviewers and other users of your product or service, you can increase product sales. Whether it’s engaging in discussions about how to use the products, user experiences, or asking customers what they would like to see, it’s all about engaging with your followers in a meaningful way.

Building a community around your products can not only reinforce the buying decision for new buyers, it also creates a sense of loyalty among existing customers. Make your product the center of conversation and help customers connect with each other based on that commonality. It might sound difficult on the outset, but it need not be. Our team’s expertise lies in building and implementing online communities. It’s all about keeping users engaged through a variety of ways: interesting content, advocating for the brand, and identifying key users and influencers that can help propel the brand even further. It’s about making each engagement count, on a human level. 

Moderate often. The driving force behind increasing sales is two-fold: It’s about creating the conversation and maintaining it. Unfortunately, the internet and social media can have an ugly side. While most of the time, discussions will be great and your users will feel interested and engaged, there are times when the conversation can devolve. Ample moderation can help keep this at bay and ensure your customers feel safe and secure. Buyers are more discerning than ever, and seeing a brand that is engaged and steers the conversation away from ugliness can go a long way in their purchasing decision.

As customers do their research about your brand prior to buying, put your best foot forward and invite them to keep coming back. Having experienced, engaged moderators within social media can help boost engagement while ensuring that complaints are dealt with effectively, efficiently, and without causing any unnecessary tension.

With a careful strategy and some creativity, not all of your social media sales need to be from advertising. Creating an omnichannel experience that is designed with key customer touchpoints in mind can boost sales and keep your current customers happy and engaged. Using these tools to create a wider experience that’s about community helps your brand seem more human to new and old customers alike and can go a long way in building a meaningful customer relationship.

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

We are always thrilled to introduce you to our managers, who are the hardworking, supportive, professional backbone of our company. This quarter we have the absolute pleasure to introduce you to a veritable force here at ModSquad — a Project Manager, Community Manager, and Client Markets Coordinator. Ladies and gentlemen, we give you the Project Manager of the Quarter, Jenny Y.! Jenny supports our social media team, marketing team, and other internal departments, lending her leadership and insight across the company.

She joined the company in 2016, after being introduced to us by a client. Needless to say, it was a great match, and we feel lucky to have this talented person working alongside us.

After earning her BA and MA degrees, Jenny spent time managing international teams in recruitment and operations roles for major clients. She also spent several years working with real-life communities in the peace-building sector. Looking back, she considers that work “an amazing segue into managing online communities.” While Jenny has lived abroad, she currently calls Maryland home, alongside her Irish husband. “He’s home to me,” she notes, “no matter where in the world we live.” 

When she’s not rocking it on her ModSquad projects, you’ll find her partaking in one of her many passions: photography, travel, Bollywood films, bluegrass music, freshly brewed iced tea, and an ongoing quest to find the best biscuits in the U.S. (If you have any recommendations for Jenny on that last front, leave them in the comments section below!)

For ModSquad, Jenny brings her peerless enthusiasm to her work for clients that include Tourism Ireland and one of the world’s largest social media platforms. She is determined to showcase the best of these clients’ work, with a focus that is truly impressive.

I pour my whole heart into the brands we work with, so much so that their mission becomes my own. I then build the project around that.

Jenny shows similar support to her coworkers, noting that her happiest ModSquad memories are of those times spent with her colleagues, either in digital hangouts on in real-world meets. Her vivacious attitude and willingness to help out on any project make her a standout Project Manager.

I want the people I work with to love logging online because they believe their work is important and they know that we couldn’t make magic happen for our clients without their unique contribution.

For those looking to attain the role of a ModSquad Project Manager, Jenny offers these words of advice: 

It’s all about the love. The love your clients feel for ModSquad, the love your team feels for the brand, and the love you show your customers each and every day. Seek it out and share it ‘round! That’s what it’s all about.

Others at ModSquad are feeling equally enthusiastic about Jenny. When we asked her colleagues to share their thoughts about Jenny, they were more than willing to offer their praise.

“I have worked with Jenny for a number of years now, and Jenny is someone I (and the whole Tourism Ireland team) can depend on to take on any task, someone who steps up to every challenge Tourism Ireland throws at her. Day in and day out, Jenny goes above and beyond in the delivery and in the support of those she is in contact with here at Tourism Ireland. Her enthusiasm and love for the island of Ireland is just infectious. This reflects in her work supporting and managing the Mods in supporting Tourism Ireland’s 21 markets’ online presence to showcase the island of Ireland’s spectacular landscape and rich culture. This recognition is well deserved.”
— Christoph Schluter, Community Engagement Executive, Tourism Ireland

“Jenny is a great advocate for ModSquad’s values as well as those for each of her clients. She is a thoughtful leader who motivates her project teams and her direct reports to strive for success. Her clients are full of praise and she is key to the success of our Tourism Ireland project as well as others. She is a credit to ModSquad and a real pleasure to work with.”
— Stephen Dunne, Director of Client Services

“Jenny Y. continuously knocks my socks off. Jenny truly cares about her project teams, her projects, and gives her all to her clients. She exhibits thoughtfulness, leadership, and dedication in everything she does, and thus sets a benchmark of excellence across ModSquad.”
— Izzy Neis, Sr. Director Digital Engagement

“Jenny is amazing! She brings with her a high level of professionalism, creativity, savviness, and passion for the work she does. Jenny is also dedicated to helping those around her be more successful, including her direct team, coworkers, and clients. I really appreciate her thoughtful approach to people and situations, and the work she does for ModSquad and our clients.”
— Steve Henry, VP, Client Services

“I have learned so much from Jenny in the time I’ve known and worked with her, almost nine years now! In my eyes, she is a real leader. She inspires people to follow her and go above and beyond for our clients.”
— Elodie F., Digital Strategist

“Working with Jenny is an extraordinarily exciting journey every day! Her enthusiasm and passion are a huge driving force, and she is incredibly knowledgeable and skilled. There’s not a day that I don’t learn something from her professionalism, positive attitude, optimism, and experience.”
— Laura M., Assistant Project Manager

“I have worked with Jenny since November 2016 and I am continuously overwhelmed by her hardworking attitude and her commitment to the projects I‘ve worked on with her. Jenny has been an incredible resource to me, from when I was a Mod contractor to when I was hired as an Assistant Project Manager, and provided guidance as I worked my way to becoming a Project Manager. She is the ray of sunshine that every project needs.”
— Colin K., Project Manager

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

ModSquad has World Cup fever! Continuing the fun we had last year, we joined in the excitement of the recent Women’s World Cup games with a tournament of our own. People from our Operations Centers in Sacramento, California; Austin, Texas; and Derry, Northern Ireland, as well as those working remotely around the globe, split into teams and made their picks in ModSquad’s 2019 pool.

As the world’s finest female players astounded viewers with impressive athletic feats (and impressive athletic feet!), we cheered on our selected teams, with our eyes on a singular goal: to win prizes including the coveted ModSquad Women’s World Cup trophy. Out on the field, the team from the United States dominated the event, as many pundits had predicted, persevering throughout the competition to win their second consecutive trophy and fourth overall. We’re sure that those in our U.S.-based Operations Centers and tournament players who chose the U.S. team were pleased with the outcome. But many other teams had avid ModSquad supporters, both in the States and elsewhere.

Women’s World Cup fans at our Austin Operations Center show their support. On our downtime, we tune into the day’s match. (Us and a billion other people!)

Whether they’re amazingly astute students of football (or soccer, depending on their location) or they’re just really, really lucky, these are the winners of our World Cup pools. Join us in congratulating the following folks:

Bracket winners

  • Global: Miranda H.
  • Austin: Lindsey M.
  • Derry: Sandrine C.
  • Sacramento: Stephen B.

Raffle winners

  • Global: Patrick F., Mathew M., and Cherise V.
  • Austin: Anthony H.
  • Derry: Paul F. and Stephen L.
  • Sacramento: Braxton W. and Evelyn A.

With that, another great ModSquad event draws to a close. But the fun’s not over; for those of us looking for the next friendly competition, there’s always Extra Life to look forward to!

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

If there’s one thing we know for certain, it’s that social media isn’t stagnant. It ebbs and flows, changes year after year, and what was once all the rage can become obsolete in a matter of months.

Truth bomb: That doesn’t just apply to the platforms themselves, it also applies to one’s presence on the platforms.

Think about it this way: Most of us wouldn’t keep the same profile picture forever or repeat the same exact status. Redundancy or stagnant content does not lend itself to depth or interest. The same could be said about a brand’s social media presence.

There are countless reasons brands try to stick to one vision year over year (examples can include, but are not limited to: sale of services, executive buy-in, resources and bandwidth, and established brand recognition). The reality is that stagnancy can be spotted a mile away. Fans and followers want original, authentic content, while everything else gets lost in the mix. 

An update, refresh, or complete overhaul can seem daunting, but it might be exactly what a brand needs to stand out in the crowd. Perhaps it’s as simple as new templated graphics or as drastic as an Instagram feed wipe or brand tone overhaul. But the point? Evolution. Here’s how to proceed.

Strategy first. Before making any big moves, take a moment to refer back to the big picture. Review your brand’s overall strategy and goals, and explore how the current social media content is stacking up against those goals. It might be that one account is performing well while another isn’t growing or meeting its engagement potential. This is where a refresh or change in strategy might help.

Dive into the audience demographic, test out content types, and play around with different messaging and tone. It might be that your audience on one platform wants more of your content, but in a different format. All too often, brands repost identical social copy across every platform, regardless of those pages’ trends or community behaviors. For example, a food brand might want to explore sharing recipes and live cooking on Facebook, while simultaneously posting mouth-watering foodie images on Instagram. Our experience? The content and messaging can be similar, but the delivery should respect the platform. 

Data is your friend. A social media strategy (and a refresh) is nothing without the data to back it up. Fortunately, the top social media platforms offer native insights, and there’s no shortage of third-party tool sets out there offering a range of analytics. This gives you meaningful, data-driven insight that’s just a few clicks away. 

Taking the time to learn more about the types of content fans want more (or less) of, or finding out what time of day followers are most engaged, is a powerful and necessary step.

Take (calculated) risks. Wiping an Instagram feed or launching a new content strategy is daunting, but that’s not always a bad thing. It might be exactly what a brand needs in order to hit strategic goals or attract a whole new audience. Once the strategy has been reviewed and the analytics are scoured for trends or anomalies, it’s time to create a platform-specific strategy for the account that needs updating. 

In practice, this means crafting an outline or formal plan, mapping out a content calendar, developing visual collateral, and communicating the change to stakeholders. It may feel risky, but the data and strategy are there to offer support.

Be brave. At the end of the day, authenticity, relevancy, and consistency will always perform best. Social media is a (fairly) forgiving and fast-moving industry, so sometimes it’s worth simply taking the leap and daring to try something new, even if it feels unfamiliar. 

A refresh doesn’t have to be as drastic as an entirely new presence. It could be as simple as testing a different tone that stretches the brand standards, or playing around with video, live streams, and Instagram stories, if resources allow. There’s a whole social media world out there; don’t be afraid to dive in!

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Summer is here, and there’s nothing like the smell of good food on the grill. Grilling is synonymous with the lazy days of summer. It brings friends and family together and, when done right, can make for an amazing meal. Grilling can be much more than food. For many, it’s a lifestyle. In celebration of the season, here’s what we cooked up from a few of ModSquad’s grill masters. From special recipes to Instagram-worthy goodies, we have the “sauce” — literally and figuratively!

“When it comes to grilling, I enjoy making it an all-day affair, hanging out on the patio and enjoying the summer weather with friends and family. Nothing beats a good steak grilled to perfection! My mom introduced me to grilling. She began teaching me the basics when I was in high school. You have to be patient when it comes to charcoal, and let the coals burn until they’re the right temperature for what you want to cook.”
— Danielle D., Texas

“I love all aspects of grilling. My specialty items are stuffed Anaheim peppers, brisket, ribs, chicken, pork shoulder, bacon-wrapped jalapenos, and spicy meatloaf. I started grilling 10 years ago when I moved to Texas. My favorite grilling tip? “Low and slow is the way to go!”
— Kelly A., Texas

“Nothing beats the smell of charcoal! Something about grilling screams summer to me. I enjoy the time spent with friends and family. I got into grilling thanks to my husband. He seemed to have so much fun doing it that I thought I would jump in on the excitement! One tried and true grilling tip I swear by is to keep a cup of water nearby to help the charcoal reach the perfect temperature.”
— Mimi S., Georgia

“My favorite part of grilling is the warm weather! I’m more experienced in grilling meat than veggies, and I utilize a direct and indirect heating method when grilling. After grilling the food directly above the flame, once it’s getting some good grill lines, I know it’s nearly done. But rather than burn the outside while the inside is still heating up, I move it off the flame to another part of the grill. This allows it to continue to warm up with an indirect heat. It’s also a great way to keep any food that isn’t immediately served at the proper temperature.”
— Richard E., Massachusetts

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

It’s impossible to talk about brand without talking about the customer experience. Maintaining your customers’ satisfaction with — and loyalty to — your brand requires your entire organization to focus on that end user. But it’s your customer support agents who are your front line in sustaining that loyalty. That’s no trivial task. When a consumer contacts an ecommerce retailer about an order problem, they expect the support agent to fully understand everything related to that order. If the agent has to access a different CRM system in order to proceed, that delays the interaction.

This ability to resolve a customer issue plays a big part in loyalty and impacts the likelihood of that person recommending your product or service. To provide exceptional support, customer experience professionals require solutions that drive efficiency by providing easy access to a complete view of the customer within a dashboard or single pane of glass.

One such solution is Zendesk Sunshine, an open customer relationship management (CRM) platform introduced in late 2018. The flexibility of Sunshine, which runs on Amazon Web Services, helps businesses seamlessly connect a variety of systems and external data sources into a single dashboard. The ability to glean insights from the data stored in Sunshine goes a long way toward creating an improved and more personalized customer experience.

Using this data through each step of the customer journey is more efficient when it’s available in a “single pane of glass,” as we’ve seen in our own work for clients. Having a single place to see all bits of customer information helps agents quickly address issues, improving agent efficiency and making for a better experience. Less time on a support call makes for a happier customer.

With Zendesk Sunshine, developers can build and integrate customer information that lives in other systems without having to learn a new, potentially complicated programming language, which can delay or obstruct projects. Custom apps can be easily tweaked and improved, allowing support teams to stay on the cutting edge of technology with much less overhead. Whether you are a small business or an enterprise organization, the time saved can really add up.

Overall agent efficiency is a top priority for ModSquad so that we can ensure the highest possible satisfaction for our client’s customers. Integrating and mastering the latest tools, such as Sunshine, is a vital step toward increasing efficiencies on behalf of clients. Having that expert-level knowledge of such systems offers clients the widest range of options as we work with them to identify the tools to create the optimal customer support environment. At the end of the day, creating a great customer experience is what it’s all about.

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

We certainly do not have a shortage of talented Mods to feature at ModSquad, and our latest dynamo is certainly a worthy addition to that list. Please join us in congratulating Nikki G., our Mod of the Month for June 2019!

Nikki started with ModSquad in January 2019 and felt that joining the company well suited her situation. She appreciated that being a Mod would afford her the opportunity to apply her skills while working from home, giving her the flexibility she sought.

In addition to being a dedicated mother to four girls, Nikki is a real camping enthusiast. Growing up on a dairy farm, she spent much time camping out with her siblings and cousins. And while she now enjoys sharing similar experiences with her own family, Nikki admits that “we do more glamping now than camping!”

Here at ModSquad, Nikki enjoys providing excellent customer support on multiple projects, interacting with clients’ customers through phone, email, ticket, chat, and social media support.

I feel I excel most at phone support, given my compassion for others and willingness to help customers. It can be heard in my voice. That compassion shines through in chat as well. My daughters often say, “Mom, your customer service voice is much nicer than your mom voice.”

Nikki’s finest moment at ModSquad? We’re experiencing it right now.

This is my proudest moment, being selected for Mod of the Month. I’ve been with ModSquad for a short while, but my efforts have paid off. It’s such an honor to be recognized for my hard work and my dedication to each project. I attribute a lot of my success to the great Assistant Project Managers and Project Managers who helped me along the way, contributing to my success within ModSquad.

Some of those Project Managers shared their feedback on our newest featured Mod:

“Nikki is the literal definition of ModSquad awesomeness! She picks up on policies and procedures, has a pleasant phone voice, is calming, empathetic, understanding… the list could go on forever.”
— Laura Ankerson, Assistant Project Manager

“Nikki is an amazing Mod. Team Nikki!”
— Shannon Duncan, Assistant Project Manager

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Customer touchpoints are the points of contact between your brand and your customers. They occur throughout the various stages in the customer journey. These crucial points of interaction provide companies with the opportunity to engage consumers, strengthen brand storytelling and awareness, market products and services, and address concerns before they grow large enough to prevent sales.

Many businesses overlook the power of customer touchpoints. Consumers enter into touchpoints with the assumption that they’ll be able to receive support, ask questions, or find out more about a brand and what they have to offer. This means that each individual touchpoint must be:

  • Meaningful to the customer
  • Endearing in a way that creates a bond or increases interest
  • Relevant to the needs of the customer
  • Appropriate to the greater context of the interaction

By ensuring the effectiveness of each touchpoint throughout your customer’s journey, you’ll move them smoothly down the path toward your goal: their decision to make a purchase or sign up for your services. Here are three exercises you can undertake now as you work to optimize your customer touchpoints.

Make the customer journey more efficient. When the efficiency of your customer journey increases, so too does the value of your touchpoints. The best customer support in the world can scarcely make up for shoddy marketing, questionable design choices, or factors like poor pricing and shipping services. If you’re looking to transform your touchpoints into powerful tools that increase consumer engagement, take a look at your brand’s customer journey as a whole and assess:

  • The way you’re acquiring your audience or leads
  • Whether your conversion process is creative and enjoyable for consumers
  • The deals, discounts, or added value you’re offering to customers
  • Whether you’ve optimized for mobile users

Get excited about role reversal. The most logical way to address how to improve consumer touchpoints is actually simple: Put yourself in their shoes. Break down your customers’ journey with your brand into minute steps from beginning to end and get granular. Ask yourself critical, reflective questions about what you’d like to see instead and how your team can improve. Thinking of where to begin can be tough in the moment, so here are some starting questions to ask:

  • What goals are you trying to accomplish?
  • What’s keeping you from accomplishing those goals?
  • Does it seem as though your company is providing enough support to reach these goals?
  • If you could change one thing about the touchpoint you’re assessing, what would it be?
  • Does this touchpoint increase or affirm your trust in your brand?

Partner with an external vendor for support services. In some cases, in-house teams need extra support managing the customer journey. Small teams are sometimes pulled away from their core tasks to handle customer engagement on their own. That’s why your team deserves a support net to rely on. At ModSquad, our Mods are ready to help your company at the drop of the hat; we not only provide stellar customer service but help you better leverage the tools you have to grow your brand and business.

Optimizing your customer touchpoints is essential to cleaning up the gunk that slows and muddles the customer journey. If you’re willing to take the time to self-assess and begin building an end-to-end customer experience that serves those customers, as opposed to pushing for a sale, you’ll be well on your way to success.

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

With summer arriving in the Northern Hemisphere, it’s time to think about ways to recharge. For many of us here at ModSquad, that includes making time to dive into a good book! Reading is known to improve your quality of life. Not only does it expand your mind, but it can also reduce stress and increase focus. And that’s not all: Reading fiction can actually increase your creativity, inclusivity, and empathy — very essential traits for us working in the digital engagement space.

For those of you who made your way through our Book Lovers Day list and are eagerly awaiting other suggestions, fear not! Here are a few “must reads” for you to check out.

The Little Prince by Antoine de Saint-Exupéry and The Alchemist by Paulo Coelho
These are wonderful books. The Little Prince is a great reminder that each one of us should take care of our child side. The Alchemist is a metaphoric bestseller showing how our “treasure” is as precious as life. They really helped me to look again at my own life and search for happiness. They made me understand how happiness is actually right here and not in the future and also how to follow my own way. I think those books are really inspirational.
— Justine L., Japan

Notes on a Nervous Planet by Matt Haig
A thought-provoking read in bite-sized chapters for those of us who are trying to create a balanced life in this digital age — especially if you (like me) use your phone and social media on a daily basis. The book is never preachy, but manages to present food for thought that may at times be hard to digest. It’s a quick read, and it’s a must read.
— Anna W., Berlin

The Great Gatsby by F. Scott Fitzgerald
This great classic that transports you into the heat of East Coast summers in the U.S., a wonderful break from daily life!
— Cynthia T., France

The Water Knife by Paolo Bacigalupi
In case you weren’t feeling hot enough, here’s a (fictional) look into the fight over water rights in the dried-up American Southwest, particularly between Las Vegas, Los Angeles, and Phoenix. Corporations take advantage of people with their ironclad control over resources, and water is something to which a person has no inherent right. It isn’t exactly apocalyptic, but it shows a vision of the future that feels a bit too close for comfort at times.
— Erica P., Washington

The Secret Lives of Color by Kassia St Clair
It’s a great read, featuring short text about the history of color shades. A nice conversation starter.
— Pamela M., Mexico

The Girl He Used to Know by Tracey Garvis Graves, Educated: A Memoir by Tara Westover, and Eleanor Oliphant is Completely Fine by Gail Honeyman The Girl He Used to Know is a page-turner. It sucks you in, takes you on the journey, then kicks you in the gut. A really really well-written novel. My favorite so far this year. Educated is an incredibly powerful story of Westover’s life — how she was raised, family loyalty, and how she found herself and fought for her education. Shocking, amazing, and moving. Eleanor Oliphant is a thoroughly enjoyable, well-written story about someone trying to deal with past tragedies while trying to improve her life.
— Gina M., California

The Last Men by Pierre Bordage, Silence by Shūsaku Endō, and Kafka on the Shore by Haruki Murakami
These are great stories. The Last Men is a famous French science fiction novel. Silence is historical fictional, telling of how many Japanese were treated in the tragic period when Japan shut down its borders from the outside world. They even made a great movie adaptation of this book. These are all great stories you could spend hours reading without putting the book down!
— Justine L., Japan

Do you have books to add? Let us know in the comments section!

  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

We love celebrating and highlighting the great folks at ModSquad. This time we’re pleased to introduce you to Ivan De Vasconcelos, one of our amazing Account Managers. Ivan is fairly new to ModSquad, joining the ranks in April 2018. In a short amount of time, Ivan made quite a name for himself. He enjoys his role as an AM for a number of reasons, not least of which is his ability to build lasting professional relationships with his fellow colleagues and clients.

When Ivan isn’t managing accounts and taking care of ModSquad clients, he enjoys video games and motorsports. Let’s check in with Ivan to discover a little more about his interests and why he enjoys working at ModSquad.

Tell us about your background.

I was born in Portugal but raised in South Africa. Growing up in the “Rainbow Nation” opens you up to a multitude of cultures and people. I think this helps me appreciate and understand the many different cultures in our world. In 2008, I moved to Ireland, and I have since lived in Dublin, Dún Laoghaire (pronounced “leary” — Irish is a fascinating language!), Leixlip, Galway, and Belfast.

I worked in the service industry for more than 10 years. I started out as a tech support agent at IBM, and also worked for HP and a few leading companies in the gaming industry.

What led you to ModSquad?

I previously worked with Steve Henry (VP of Client Services) and Stephen Dunne (Director of Client Services), and they both contacted me about joining ModSquad. After looking into ModSquad and understanding the culture, it became clear that it would be a good fit. I knew it would be a place where I could make use of my expertise while further developing myself.

Can you talk about a rewarding experience you’ve had here?

While this may sound cheesy, there are many rewarding experiences working at ModSquad. The flexibility of working remotely is great. But for me, the most rewarding experience is adapting to our clients’ needs and then meeting and exceeding their expectations.

What sets ModSquad apart?

Diversity. ModSquad prides itself on being diverse in every way. We work with clients across dozens of different industries and with people from all over the world. The varied people and cultures shows that ModSquad is truly a global presence.

Any great stories that stand out in your memory?

One of my clients is based in Barcelona, Spain. I’m based in Belfast, Northern Ireland. My Project Manager is in Texas, while our Assistant Project Manager works out of Italy. Our Mods provide support in Korean, Chinese, and Japanese, and while some are based in those countries, others are located in Germany and elsewhere. I think it’s amazing how through planning, strategy, and technology we can successfully run a client project with people from all over the world who come together to work toward a common goal.

Read for later

Articles marked as Favorite are saved for later viewing.
close
  • Show original
  • .
  • Share
  • .
  • Favorite
  • .
  • Email
  • .
  • Add Tags 

Separate tags by commas
To access this feature, please upgrade your account.
Start your free month
Free Preview