Daniel Farley Email & Phone Number

Customer success manager and Training manager at iPLATO Healthcare.Ran quarterly user group events for our users including creating content, presenting, coordinating co presenters and guests.Monitored and maintained high standards for our training using both call monitoring to quizzes and customer feedback.Proving training sessions both in person and remotely.Created new training plans and had them CPD accredited.Lead the account management of B2B partners, holding regular meetings, providing reports and facilitating new opportunities.Provided annual reporting on our B2B business.Project lead on the deployment of software across an estate.Providing quarterly and annual reviews to clients.Coordinating with different people across multiple departments, managing expectations and delivering for internal and external customers from simple information gathering to product releases to testing.Maintained use of external software and of multiple email inboxes.

London, United Kingdom

Providing B2B training via 121 sessions, virtual meetings and Webinars, creating supporting documents to aid learning and helping with knowledge refresher sessions.Ability to tailor sessions to different knowledge bases and skill sets.Provided follow up training and support to make sure people got the best of the platforms they were using.

Worked as Customer service and Line Trainer, inducting people into the company and business.Accomplishments● Reviewed and re wrote current induction training material to keep training in line with current practices ● Delivered induction training for new staff adapting training to suit different individuals and building capability by giving people the skills to do their jobs effectively● Writing training modules to help improve induction training, including on off review modules for continuous coaching after induction training completed● Worked as Technical support to the travel call centre, helping staff with queries from customers and supporting team leaders becoming a point of contact for the department●

● Created and implemented a new process to record Call Quality checks ● Created process guidance for the recording of Call Quality checks ● Providing excellent customer service and receiving CSA of the month award● Delivered induction training to new staff, helping to improve and add to the induction training● Supported call centre staff with technical queries regarding insurance sold