Daniel Burne Email & Phone Number

London

Leading management of key accounts (75-400 FTE), responsible for success and profitability of campaign for clients as well as the business. Designing commercial model, budgeting, P&L, invoicing and establishing KPIs to measure success Management and analysis of large datasets to provide business insights and shape strategy, designing dynamic reports to combine disparate tables into digestible displays Responsible for production and delivery of daily, weekly and monthly reports as well as hosting regular meetings (Weekly/Monthly/Quarterly Business Reviews) Management, training and coaching of managers and their teams to ensure that campaign KPIs are attained Development of closed loop processes to proactively identify issues (whether operational, customer facing or systems), resolve causes and prevent recurrence, automating wherever possible Change management; supporting the client and teams through large overhauls in process and systems

London, United Kingdom

Client relationship management; driving success and growth of existing & new clients and campaigns. Overseeing and liaising with clients for activities totalling 30-50 FTE Experience in working with clients’ whose businesses span across a number of international regions, time-zones and languages Design, implementation and testing of systems; ensuring user-friendly interface to capture data and insights needed now and in the future, verifying results match expectation and identifying errors for resolution

London, United Kingdom

• Main point of contact for a number of blue chip clients across a number of verticals, including telecommunications, eCommerce, finance and FMCG• Responsible for delivery of weekly and monthly reports• Campaign management • Responsible for the initiation of new campaigns • Management and analysis of large datasets• Training and coaching of team members to ensure that campaign KPIs are attained• Providing managerial support for team leaders• Assisting in recruitment procedures, such as conducting interviews• Providing assistance for support functions within the business, such as HR & payroll• Experience in reporting and communicating with businesses that span across a number of international regions (US, Belgium, France, Poland & Germany)

London, United Kingdom

• Responsible for establishing the Quality Assurance processes within a new business, across multiple regional sites• Developing a Quality Assurance program to integrate within company induction training• Providing stringent quality guidelines for each campaign • Maintenance of QA standards through constant support, communication and interactive training• Production of scripts in line with QA guidelines, as well as incorporating these requirements within the User Interface • Assistance in providing ongoing systems training for members of staff• Management of communication with client with regard to QA team scores, concerns, customer satisfaction scores• Host of a weekly conference call between a number of outsourced agencies and clients, to ensure cohesion across campaigns • Responsible for recruitment, training, management and administration of members of the QA team

London, United Kingdom

• Weekly monitoring of agents• Reporting to line manager & external clients• Briefing team leaders & agents regarding compliance• Meeting with client on a monthly basis• Administration duties• Writing of call centre agent scripts to ensure compliance is met and within OFCOM regulations

London, United Kingdom

• Communicating with gatekeepers and decision-makers on a daily basis• Attaining and often exceeding targets set out by team leader• Providing additional support to team leader• General administration support (timesheets, updating cost and revenue, team performance)• Trained in tailoring a pitch towards business decision makers

London, United Kingdom

• Acquired training in a more sales focussed capacity to previous role• Ensuring that personal sales targets are exceeded• Matching a customer’s needs with the business’ product offering• Learning to adapt style, tone, and diction according to the individuals interacted with