Dale Barry Email and Phone Number

• Client interaction and senior stakeholder interaction• Identify and translate information/data into appropriate actionable summary/outputs• Use of specific tools, reports and call analysis tools (i.e. Qlikview, Das, MS, Excel, Nexedia and various analysis tools expected to be incorporated into the role)• Analysis of the various campaign skill sets and sub set call types• Update and summary of the driving factors of performance• Recommendations/nuggets that will help improve the clients business and operations results• Identification and subsequent ownership of deep dive analysis trending and succinct summary headlines and recommendations that articulate change/improvement requirements• Present findings back to the client/senior internal stakeholders in a logical and compelling way• Assist the Forensic Leader with/where appropriate owning and creating reporting requirements/reporting innovations.

• Ensuring accuracy across the floor to ensure DPA and call standards are met to meet the client requirements. • Statistic analysis• Delivering development and coaching sessions which I have prepared from analysis from data• Trend spotting and providing constructive options to resolve any concerns• Using Nexedia/Opal Replay to listen to calls and understand agent behaviour and to find any trends which could affect the agents or the business objectives.

• Meeting or exceeding all key performance indicators which includes loyalty/compliance targets• Using save tools to retain customers to suit the customer’s needs• Re-signing or up selling customers whenever possible• Ensuring customers are given the best possible customer experience• Working with quality agents to ensure my personal improvements are made

• TV and customer service- This was my most recent job role within TalkTalk, this was trained out for the future release of You View. This included diagnosing TV faults and dealing with contracts and billing. I was one of the advisors picked to run the trail and put forward my suggestions to implement process change.• 2nd Line Faults- Dealing with high level faults. These faults are diagnosed by talking the customer through step by step instruction. Booking engineer appointments and objection handling potential engineering charges is also a major part of this job role. • Chief Executive Office (Secondment) – This involved dealing with high level complaints and objections until a resolution is found.• 1st Line Back office- This role involved managing customer call backs to ensure fault tickets were logged correctly and also to diagnose any faults to resolution.• 1st Line Faults- This involved dealing with telephone and broadband fault diagnostics at a basic level, Logging accurate fault tickets to a 2nd line team.• Customer Service- This included bill queries and bill re-calculation and dealing with general complaints. This also includes having a great understanding of TalkTalk terms and conditions and packages and also keeping up to date with competitor’s packages to give the customer the most information possible about their service. This also involves identifying if we can up-sell to the customer to help them reduce their bill and also when out of contract offer the customer new deals to retain their custom.