Daniel Monk Email & Phone Number

Pleasanton, California, Us

Pleasanton, California, Us

Senior Leadership & Management role with the responsibilities for Samsung Staff Capabilities, Skillsets training and implementation of ongoing customer service management as part of the Samsung Retail Stores expansion across Australia. ● Reporting for all stores with relevant information being reported to Samsung Subsidiaries including Regional and Global offices● Creation and facilitation of Customer Service & Operations Specialist skills training● Management of National concierge system to allow team members to provide award-winning customer service to our wide ranging customer base● Creation of National Training Program and implementation within specific time periods to assist key launch periods across 2016 ● As part of our national expansion, I on-boarded team members across 25 new & existing stores in 2016, across Australia● Facilitation of training for new staff members in groups of up to 30 participants ● Facilitation of In-store and on the job training for Samsung employees to ensure key business requirements are met.● Facilitated training & skill set upgrades of both Telstra and Vodafone Partner Siebel process for all stores ● Creation of partner Telecommunication training and implementation to the business stakeholders ● Providing ongoing coaching and training development skillset support to management

● Responsible for the successful delivery of 12x Product Training sessions to Samsung Customers weekly including management of the product training schedule and training content.● Leading a team of 3 Product Training professionals, responsible for all coaching and training of Product Trainers including the recruitment of and induction of any new start product trainers.● Facilitating product training sessions to small class sizes of approximately 5-10 for customers through to 25-70 for experience consultants.● Assisting with upgrading and new purchases for all customers● Ongoing Training of new and existing staff members in store procedures, policies and new products in the Samsung product range

Baar, Ch

Samsung Australia – WDS● Managing escalated customer escalations in store.● Providing customers with remedies and advice in store.● Escalating to VOC for out of scope decision making regarding customer requests for remedies/solutions.● Decision making for customer resolutions based on company policy.● CMI Customer Satisfaction results.● Translating the issue of the customer clear and concisely, from verbal communication into a written format.● Managing front of house customer engagement.● Monitoring and managing daily stock take of all HHP warranty replacement stock and accessories and report to head office.● Monitoring the repair process to ensure turn-around time is met and managing the process.● Reporting of any quality and repair issues.● Weekly rostering of Smart Tutors and ensuring staffing levels meet customer requirements.● Giving clear directions and feedback to team members.● Completing weekly one on ones with team members.● Completing weekly observations of team members and providing feedback.● Engaging within internal Samsung Departments in order to achieve a positive outcome for customers.● Providing Sales Support to assist with customers purchasing Samsung products.

Dublin, Dublin, Ie

● Providing Customer Service & Technical Support to UPC customers on all services provided by UPC Telecommunications.● Managing a team to achieve hourly and daily targets.● Assisting and training new staff members to the company's requirements and ensuring processes and systems required for the centre were carried out consistently and within business rules and practices.● Ongoing training and development of staff members during a bi-weekly sign off period to ensure staff were capable of working unassisted.

● Grading and preparing Race Cards for weekly race meetings.● Overall Management of the Greyhound Stadium and the Stadiums facilities.● Staffing levels and Time Management of the Stadium's staff and operational needs.● Co-ordinating and carrying out training for new and existing staff members of new policies and procedures in an ever changing industry with multiple regulatory and policy changes.● Cash Flow Management and Budgeting for the Stadium.● Day to Day Management of the Racing and race nights including attracting sponsorship.● Responsible for the Marketing of the stadium and promotion of the stadiums brand.● Working with the Stadium's Directors to provide a quality service product for customers throughout the racing year and feature events.

Advanced Certficate In Management, Business Administration And Management, General

Training Delivery And Evaluation, Training Delivery And Evaluation