Anthony Daniels Email & Phone Number

Cardiff, United Kingdom

Worked with local social housing project team to carry out ground surveys and manage a solar panel installation project, within the social housing sector. Trained to carry out initial solar panel installation surveys, manage customer contact, dealing with all customer query's. Working in partnership with local social housing team, to manage project objectives

Pencoed

Strong quality assurance ethics, with a key focus on KPI adherence and delivery of high customer service level quality. With a record of internal process quality assurance improvement, customer returns root cause analysis & reduction. Providing product early market quality feedback to Design & Quality business groups improving awareness of key quality issues within all Senior levels of the business. Engaging with customers to identify quality concerns, analysing customer feedback to improve company net promoter score level. Utilising Kaizen, Ishikawa, DMAIC, Process mapping, 5S, ISO9001:2008 techniques to improve processes.

Pencoed

Recruited from within Sony for my call centre customer contact & service support background, to manage the Broadcast and Professional product repair division at a time of critical business change. I took control of the business and helped to improve product repair times, introduce a new customer payment control system, develop new global repair service solutions for our customers and improved customer escalation response times whilst reducing the customer complaints levels.

Pencoed

Managed a call centre team dedicated to providing daily consumer and professional technical and after sales support for a wide variety of Sony products. Dealing with customer escalations, product return queries, arranging logistical support and handling direct customer repair payment. Monitoring weekly KPI performance whilst maintaining a tight budget control. Providing call volume, response time, escalation management performance and trend reports to the senior management team. Whilst also providing a walk-in and off-site product repair service for Sony's South Wales customers.

Bridgend & Pencoed

Provided engineering technical support for plasma & public displays for over 200 Sony authorised centres throughout the UK & Ireland and carried out off-site repair of Sony television, public displays and computer displays. Developed an in-house technical resource database which was awarded "Best use of Technology" in the Welsh Call Centre Awards 2006, for call centre staff to improve customer first time call resolution. Provided technical and quality assurance support on television new model introduction ( NMI ) projects and calibrated & maintained process test equipment to production standard. Trained to fault find to component level on PCB's, television, plasma, public displays and CRT computer monitors. With experience of C++ and PLC programming languages.

Bridgend

Repair of television PCB's to component level, experience of multiple shift pattern rota's. Volume repair environment.

Hnc, Engineering - Marine Electronics, Radar & Telecommunications

Iso 9001 Internal & External Lead Auditing

Diploma, Engineering - Marine Electronics

Education record