Daniel Edwards Email & Phone Number

London Area, United Kingdom

Key Achievements and Responsibilities:• I am able to effectively manage my clients' resourcing needs and ensure that their agents areproductive and provide quality work.• Weekly team and agent meetings to review progress and KPIs for individual and teamtargets.• Managing approximately 34 agents and supervisors across 9 campaigns• Onboard new agents and deliver training on a wide range of systems, such as Zendesk,Gorgias, Freshdesk, Salesforce, Replyco, AWS and ipScape.• Working alongside account managers to successfully onboard new clients and campaigns• Monitoring Call and ticket volumes to ensure the resource is planned efficiently on a daily andweekly basis• Absence reporting daily, including tracking agents and updating clients on absence andbackfilling hours• Monthly reviews with clients focusing on historical performance, key targets and forwardplanning.• Delivering performance presentations to the leadership team, designing and implementingcolleague-friendly training sessions• Quality assurance checks across several campaigns every week to deliver a high standard ofcustomer service.• Monthly documented 121s with agents, along with creating performance improvement plansfor individuals who do not meet required targets.

Remote

NDA documented for this position.Key Achievements and Responsibilities:• Led a fully remote team of between 18 and 25 agents and one Senior Advisor.• Weekly team meetings to engage a team with updates and KPIs and to motivate agentsworking remotely.• Communicating changes with quick deadlines, ensuring the team is fully up to date on newprocesses within tight time frames.• Fortnightly personal development reviews, providing feedback and coaching agents on theircurrent performance to meet and exceed targets.• Engaging agents with quality checks in line with SLA of 90% with a current team average of94%• Working within peer groups to set up daily and weekly targets.

Stroud, England, United Kingdom

Key Achievements and Responsibilities:• Customer journey mapping within our Contact Centre to highlight single points of failure andcustomer pain points• From findings within contact centre implementing new processes and monitoring the successrate within a 3-month period• Investigating all communications sent from our billing system and updating them to highlightcustomer self-serve where possible• Working as a group to identify where RPA can be effective then implementing these ensuringthey meet stakeholders’ expectations

Stroud, England, United Kingdom

Key Achievements and Responsibilities:• Driving performance through Quality Assurance reviews, resulting in all team members hitting>95% customer experience scores.• Personal Complaint resolution rate >90% within SLA.• Being a subject matter expert for Customer Support within a project team• Leading a Project Team to test and build training documents for a new billing system (Junifer)working closely with stakeholders to ensure this is trained company wide• Leading an inbound and outbound telephony team of 15 FTE.• Creating innovative and effective employee engagement strategies for the whole departmentof 72 FTE.• Engaging with both internal and external stakeholders to complete projects on time and tobudget.• Identify improvement opportunities in department processes and managing projects from startto finish.• Managing rotas, schedules and real time adherence to ensure that the department isadequately staffed to meet both customer and business needs.• Owning departmental policies and processes• Taking an active role as a project sponsor for a new Customer Relations Management system(Salesforce) and delivering training to my team.• Designing and delivering training.• Complete monthly performance reviews and weekly personal support plans (wherenecessary).• Collating reports for higher management