Eoin Power works as Continuous Improvement Manager at Klearcom. Originally from Clerihan in Co. Tipperary, he has been living in London since June 2023. He studied Business Information Systems at MTU in Cork, Ireland.
What do you do at Klearcom?
A bit of everything! I work closely with the Client Operations team to provide insights about customer data, which involves finding trends and presenting issues back to the customer. I analyze data based on daily, weekly, and monthly reports, aiming to pinpoint issues that might not be immediately obvious to our customers. I also work with the sales team to carry out free trials for customers. During these trials, we are provided with a subset of numbers in various locations, and we test these numbers over a five-day period before presenting our findings to the customer.
Aside from working with customers, I also liaise directly with our carriers to ensure our testing operates smoothly and is not affected by any outages. Part of this involves finding new providers in the 100+ countries we operate in, as we are constantly striving to diversify our means of testing.
Lastly, I perform some general upkeep tasks, such as mobile SIM top-ups, suggesting improvements for internal software systems, report extraction, and more.
What made you pick operations as a career?
I chose this area because it comes naturally to me. I take pride in providing my analysis to both our customers and internal stakeholders. I enjoy problem-solving as it can be very rewarding, and overall, I think it’s a role that plays to my strengths.
What struck you as unique when you first joined Klearcom?
I found the culture at Klearcom completely different from anything I’d seen before. It’s so much more than just a “testing solution”; every individual pulls together to provide this amazing service, and it’s reflected in our relationships with each of our customers.
We don’t just hand you the platform and make you do all the work on your own; we guide you along the way to ensure that you get absolutely everything you need from our platform. I don’t think many companies out there could truly say they go above and beyond more than Klearcom.
What excites you about what you do?
I enjoy problem-solving and the rewards that come with it, and this is typically what I do on a daily basis. It’s rare that I come across two identical issues, so I always have to dig deeper into the problem to fully understand what is happening.
From there, I can give the customer the most in-depth explanation possible of the problem, allowing them to raise the issue with the correct personnel and have it resolved more quickly. The feedback from a customer after identifying and helping them fix an issue is always great to hear.
Could you walk us through your typical work week?
It’s different week to week, which is great. I spend a lot of my time analyzing customer data and providing this back to the account executives, as well as directly to the customer. Aside from this, I liaise with our carriers if we have any issues or concerns, build relationships with potential new carriers, and sift through failures occurring in particular countries to ensure there are no issues with our services that may be the cause.
Most weeks, I conduct free trials for customers, which involves discovering their IVRs on a subset of numbers, monitoring the tests, and then finally analyzing and presenting our findings back to the prospect.
The rest of my week is generally taken up by other ongoing projects, such as helping to improve our internal software.
What kind of projects do you work on at Klearcom?
My project work at Klearcom is mostly centered around improving our services. On my part, this is usually carrier-related, involving reaching out to carriers around the world and building relationships with them before deciding if it would be a good fit to install their services on our platform.
There are some ad-hoc projects that come up every so often, such as conducting IVR discoveries for long IVRs to demonstrate our platform’s ability to customers. Sometimes this involves speech prompts, which really showcase the platform's innovation.
What is an exciting challenge you're currently facing?
I am currently working on upgrading our fixed-line services in South America across multiple countries. We have quite a lot of coverage in this region, but we want to provide more testing options to our customers through different providers, allowing them to gauge their numbers' performance even more comprehensively.
The infrastructure in some South American countries poses a challenge to us, as we must ensure that the services installed are reliable. However, once everything is completed, it will be worth our efforts.
What’s it like to do hybrid work at Klearcom?
I work solely remotely now, but I did work on a hybrid basis during the first seven months of my time at Klearcom, and I thought it was great. I believe giving employees the opportunity to work remotely instills trust, and I think it works really well for our team.
How would you describe your team dynamic?
My team gets along great, which makes working together much easier. We know when work needs to be done and when to be serious, but we don’t forget to have a laugh along the way. Any time we get together outside of work, we have great nights—that’s when you really find out who you’re working with!
How would you describe the culture at Klearcom?
Everyone does their bit at Klearcom; we don’t wait for others to do things or hide from challenges. I believe that the tone is set from the management all the way down, creating a real sense of togetherness and drive to reach our goals. The hard work we put in is a testament to our bond as a team, and everyone strives to keep building.
What do you love about working here?
I love knowing that we are all valued at Klearcom. In other multinational companies, it’s easy to feel detached from the overall goals and direction of the business, but we are all on the same road one way or another.
Does pineapple belong on pizza? (look away now Italians)
It belongs about as much as Robbie Brady belongs in an Ireland jersey in 2024. Take that as you will..
