Daniel Dennehy Email & Phone Number

Nottingham, England, United Kingdom

Nottingham, England, United Kingdom

As Customer Care Manager at Frasers Group, I was responsible for the day to day running of a fast paced customer care team, ranging between 30 and 80 team members. Along with being a point of contact for Frasers Groups external customer service team in Malaysia and outsourcing partner in South Africa.

As COO for All Answers, I ensured the smooth running of the company. This involved helping decide the priorities and focusses for the company in the long and short term and making them work with the assistance of 7 department managers. My day-to-day tasks involved working closely with not only the department managers but all members of staff to make sure we achieve our personal and company goals. Since taking on the position, we've seen sales grow by 37% which is down to the phenomenal performance of the whole company working together and all pulling in the same direction. The best part of the job was always the staff. Coaching, mentoring and seeing people grow whether professionally or personally was always the most rewarding aspect of my position. Tasks also included project management, crisis management, budget management, negation skills, delegation skills, sales, presentations and public speaking with many others which come with running the day to day of a multimillion-pound business.

I currently oversee the Customer Experience at All Answers Ltd. The role encompasses both my former roles responsibilities, with a team of 35/40 people.An order at All Answers Ltd can potentially go through 4 different departments, so it's my job to ensure that all 4 departments are meeting agreed KPI's.

Nottingham, United Kingdom

Managing a team of 8 people up-to 15 during the company's peak periods of the year, I ensure that the department runs as efficiently as possible.Responsibilities include:• Deliver work to our customers that meet the standards of our quality process and of that ordered.• To follow up on customer feedback efficiently and effectively to provide an opportunity to amend the work to the customer’s requirements.• Ensure all work is delivered to the client on the correct due date.• Monitor the number of quality researchers to ensure we have enough to meet projected order rates. Take action on any short fall in subject/level areas to meet our demand.• Manage the delegation process to ensure we are asking the best researcher available to complete a customer’s order. • Providing relevant and valued feedback to the team on individual performance.• To develop all team members in line with their objectives and training requirements.• Uphold and pro-actively promote our customer excellence values within the department• Support the effective implementation of any new processes passed down by the SMT, and monitor the transition to a business as usual process.

Nottingham, United Kingdom

My main responsibilities were:• To develop all team members in line with their objectives and training requirements.• To report each team’s performance against agreed KPI’s to the company each week at the time agreed.• Repeat customer rates to be higher than the repeat customer rates for the corresponding month in 2011. The key indicator for this is an increase of 10-15% on the previous year.• Uphold and proactively promote our customer excellence values within the department.• Support the effective implementation of any new processes passed down by the SMT, and monitor the transition to a business as usual process. • Oversee the completion of the Customer Experience QA programme each month.• Providing relevant and valued feedback to the team on individual performance.• Ensure appraisals are completed on a monthly basis.• To meet service levels as agreed and recorded on the Customer Experience Operational checks. To respond to feedback on these and take appropriate action to remedy• To follow up on customer feedback efficiently and effectively to provide an opportunity to resolve this meeting the customer’s requirements.• Monitor all communication channels utilised by our customers, reporting any issues at the first opportunity.• Ensure that Customer Experience processes have the quality of work and meeting the customer’s requirements within their core values.• Ensure sufficient staff coverage during operating hours. Making sure rotas are all up-to-date and that staff are aware of what shift they are working.

Education record

Education record